Customer Service Representative (CSR) Manager

Our client is seeking an experienced and results-driven Customer Service Representative (CSR) Manager to lead and support our customer service team in delivering exceptional service and operational excellence in Austin, TX. The ideal candidate will oversee daily customer service operations, mentor team members, streamline processes, and collaborate closely with sales, operations, headquarters, and overseas factories to ensure seamless customer support and order fulfillment. This role requires strong leadership, organizational, and communication skills, along with the ability to thrive in a fast-paced B2B sales environment that values collaboration, accountability, and a family oriented culture. Key Responsibilities • Lead, supervise, and support the Customer Service team to ensure high-quality customer support and timely order processing. • Serve as the primary escalation point for customer concerns, resolving issues professionally and efficiently. • Partner with sales managers to support sales activities, customer account management, and strategic initiatives. • Oversee the preparation and accuracy of customer quotes, sample requests, purchase orders, sales orders, invoices, and shipping documentation. • Coordinate with overseas factories and headquarters to monitor order status, inventory availability, production schedules, and delivery timelines. • Ensure customer inquiries regarding product specifications, pricing, certifications, and compliance requirements (e.g., RoHS, REACH) are addressed promptly and accurately. • Manage and maintain customer records, reports, RFQs, and operational data within SAP or CRM systems. • Monitor team performance metrics and establish clear goals, KPIs, and process improvements to enhance customer satisfaction and operational efficiency. • Train, mentor, and develop customer service representatives to support detail oriented growth and continuous improvement. • Assist with customer onboarding processes and ensure data integrity across systems. • Collaborate cross-functionally with sales, logistics, operations, and finance teams to improve workflow and customer experience. • Identify operational challenges proactively and implement solutions to improve service quality and efficiency.

Qualifications:

Qualifications • Bachelor’s degree preferred or equivalent work experience. • 5+ years of experience in customer service, sales support, or account management, with at least 2 years in a leadership or supervisory role. • Experience in the electronic components/connectors industry or a technical B2B product environment preferred. • Strong understanding of customer service operations, sales processes, and technical documentation. • Proficiency in Microsoft Office Suite (especially Outlook and Excel) and experience using SAP or other CRM/ERP systems. • Excellent leadership, communication, problem-solving, and conflict-resolution skills. • Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment. • Demonstrated ability to set measurable goals, drive team performance, and implement process improvements. • Self-motivated, adaptable, resilient, and committed to continuous learning and development. • High attention to detail and strong analytical capabilities. Preferred Skills • Experience working with international teams and suppliers. • Knowledge of import/export coordination and supply chain processes. • Ability to analyze customer service metrics and prepare operational reports. • Experience developing customer service procedures and training materials.

Compensation

$23.00-$26.00 Hourly

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