Customer Service Manager

ASC Engineered Solutions

Customer Service Manager at ASC Engineered Solutions leading the West Accounts Team. Driving strategies for a best-in-class customer experience while managing support team performance.

Posted 4/20/2026full-timeVancouver • Washington • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $110,000 per yearWebsite

About the role

Key responsibilities & impact

Hiring: responsible for hiring new team members. Partner with HR on recruiting, resume review, interviews, and offer decision discussions.
Training: ensure timely onboarding of new hires while also providing consistent, on-going learning/development initiatives for all team members to enhance performance and growth opportunities.
Interact with team members daily to motivate and coach for peak performance. Provide feedback, guidance and develop corrective action plans when needed.
Direct and monitor workload balance among team members and effectively delegate to ensure customer experience goals and SLA’s are consistently met.
Set, manage, and monitor employee/team goals and objectives with clear communication on expectations for productivity, quality, and continuous improvement.
Monitor reports, KPI’s and dashboards while analyzing data to assess resource allocation, maximize efficiency, and ensure high customer satisfaction. Review with team and individuals on a regular basis.
Contribute to development and roll-out of customer service/sales support standard operating procedures and evaluate effectiveness.
Recommend process improvements to drive efficiency and improved customer experience.
Support team members in resolving escalated issues and complaints to ensure prompt resolution time and consistent quality.
Provide back-up support to team members and assist with tasks when needed to ensure SLAs are met.
Support onboarding and training of new team members on customer-facing activities as it relates to ASC and the Customer Service department.
Provide support on cross-functional initiatives as internal liaison for Customer Service team with ASC stakeholders including sales, marketing, finance, and operations.

Requirements

What you’ll need

Prior experience managing a support team in a fast paced, high intensity, customer focused environment.
Demonstrated in-depth knowledge of ASC’s customer base, products, and procedures or 3-5 prior experience managing a team of direct reports in customer service/sales support.
Ability to remain calm and professional under pressure while modeling such to their team members.
Excellent leadership and interpersonal skills.
Strong organization skills and ability to multi-task/prioritize based on urgency.
Strong written and verbal communication skills with ability to communicate across multiple levels within an organization.
Demonstrated ability to analyze complex situations and effectively problem-solve.
Proven capacity to discern when confidentiality must be observed.
Demonstrated ability to work through an organization with key business partners to hit key metrics and drive process improvements.

Benefits

Comp & perks

The base salary range for this position is $90,000.00 - $110,000.00 USD annually
ASC Engineered Solutions’ philosophy on compensation is based on careful consideration of additional factors such as an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

KPI analysisdata analysisprocess improvementcustomer service proceduresSLA managementonboardingtraining developmentperformance managementresource allocationcorrective action planning

Soft Skills

leadershipinterpersonal skillsorganizationmulti-taskingcommunicationproblem-solvingcalm under pressurecoachingmotivationconfidentiality