Tyler Union - National Customer Service Manager

Tyler Union- National Customer Service Manager

Tyler Union, a division of McWane, Inc., is the nation's leading manufacturer of Ductile Iron Waterworks Fittings and Appurtenances has an immediate opening for a National Customer Service Manager for its Oxford facility.

The National Customer Service Manager is responsible for leading a high-performing customer service team, ensuring customer satisfaction while supporting strategic business initiatives through data-driven insights. This role requires a strong leader with analytical skills and hands-on experience in implementing modern technologies and managing change. The ideal candidate will be a collaborative problem-solver who thrives in cross-functional environments and is passionate about improving customer experience through innovative and continuous improvement. Proactively promotes The McWane Way principals, values, and behaviors and lives the Compass Culture.

This is a salaried exempt position, with an excellent benefits package with health, life, dental, and vision insurance, short-term and long-term disability, vacation, holiday pay and 401(k).

All candidates offered employment must submit to a drug screen, physical, and background check.

Essential Duties and Responsibilities:

• Lead and support the customer service team to meet departmental goals and maintain high service standards.
• Ability to motivate, coach and develop high-performing teams.
• Develop and deliver onboarding, SOPs and training programs for new and existing team members.
• Experience utilizing Microsoft D365, CRM, Power BI, and EDI systems to manage customer data and streamline operations.
• Oversee implementation of price changes and maintain discount structures in D365.
• Collaborate with Quotations Manager to manage list prices and ensure pricing accuracy.
• Adept at identifying inefficiencies and implementing solutions to enhance service delivery.
• Coordinate and participate in national sales meetings and local customer functions if necessary.
• Skilled in building rapport, resolving escalations, and driving customer satisfaction.
• Help define and implement approved objectives for the customer service team.
• Proficient in interpreting data using tools like Power BI to guide strategic decisions.
• Develop and monitor KPIs and service metrics to ensure continuous improvement.
• Understands the importance of cross-functional relationships/collaboration to align customer service goals with company objectives.

Job Specifications:

• Demonstrated leadership, communication, and organizational skills.
• Highly detail-oriented and proactive, capable of working independently and managing multiple priorities
• Strong analytical mindset with sound judgment, decision-making, and negotiation capabilities
• Maintains a high level of discretion, integrity, and professionalism in all interactions.
• Confident and assertive with a commitment to excellence

Education and Experience:

• Bachelor's degree in business, communications or related field
• 5+ years' progressive experience in customer service, sales operations or accounts management
• 2+ years in a leadership role
• Demonstrated success in implementing new technologies and leading change management initiatives.
• Proven ability to collaborate across departments such as Sales, Finance, IT, and Supply Chain
• Experience managing a team with remote locations.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. McWane is a Federal VEVRAA contractor, and an Equal Opportunity Employer committed to providing equal employment opportunity in all employment practices. McWane will not discriminate against any applicant for employment because of their race, color, religion, sex, national origin, age, sexual orientation, disability, veteran or service member status, marital status, citizenship status (In IL - sex, including same sex, ancestry, order of protection status, physical or mental disability, military status, pregnancy, unfavorable discharge status, genetic information), (In IA - gender identity), (In CA- gender identity or expression, and genetic information) or any other category protected by federal, state or local law.