Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements, and add value to the customer/clients. Develops customer service department procedures. Liaises between customers and manufacturing, sales, order processing, and accounting to resolve status, production, delivery, and billing inquiries. Reviews SLA claims. Develops and manages service with speed and accuracy and all client/customer service delivery issues are resolved. Manages market research to determine special pricing for non-standard items in the interests of ensuring appropriate profit margins are reached and maintained. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Hybrid in San Antonio, TX

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