Customer Service & Quotations Manager
About this role
What You'll Do:
• Lead, coach, and manage a team of customer service and quotations representatives to ensure high-quality customer and regional sales manager support.
• Monitor team performance, set KPIs, and provide regular feedback and performance reviews.
• Develop and implement customer service policies, procedures, and best practices.
• Handle complex or escalated customer complaints and ensure timely resolution.
• Analyze customer service metrics (response times, resolution rates, customer satisfaction scores) and implement improvements.
• Collaborate with cross-functional teams such as Sales, Engineering, and Operations to address customer needs and feedback.
• Ensure consistent communication standards across all support channels (phone, email, chat, etc.).
• Train and onboard new customer service staff when necessary.
• Identify opportunities to improve customer experience and operational efficiency.
• Prepare reports on service performance and present insights to senior management.
What You'll Need:
• Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).
• 3–5+ years of experience in customer service, with at least 1–2 years in a leadership or supervisory role.
• Strong leadership, communication, and conflict resolution skills.
• Experience with ERP systems (Oracle) and CRM platforms.
• Ability to analyze performance metrics and drive improvements.
• Excellent organizational and problem-solving skills.
• Customer-focused mindset with a commitment to service excellence.
How You’ll Shine:
• Experience managing multi-channel customer support teams.
• Knowledge of customer experience (CX) strategies and service optimization.
• Ability to work in a fast-paced, high-volume environment.
Company at a glance
Arcosa, Inc. is a provider of infrastructure-related products and solutions with leading brands serving construction, engineered structures, and transportation markets.
Our individual businesses have built reputations for quality, service, and operational excellence over decades. Arcosa serves a broad spectrum of infrastructure-related markets and is strategically focused on driving organic and disciplined acquisition growth to capitalize on the fragmented nature of many of the industries in which we operate. With Arcosa’s current platform of businesses and additional growth opportunities, we are well- aligned with key market trends, such as the replacement and growth of aging transportation infrastructure, the continued shift to renewable power generation, and the expansion of new transmission, distribution, and telecommunications infrastructure. Our common stock is traded on the New York Stock Exchange under the symbol ACA.
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