Customer Service Manager

Customer Service Manager | DuraMag | Waterville, ME

Regular Employee | Salary Exempt

What you'll do:

We are seeking a dynamic Customer Service Manager for DuraMag (A Shyft Group Brand) based in Waterville, ME to lead our customer service, inside sales, and warranty teams. This role ensures high-quality customer interactions, efficient complaint resolution, and strategic improvements to maintain customer satisfaction.

• Team Leadership: Manage and develop the customer service, inside sales, and warranty teams to drive performance and customer satisfaction.
• Customer & Sales Support: Maintain and grow relationships with distributors and retail accounts while identifying opportunities to improve inside sales.
• Warranty & Claims Management: Oversee warranty claims processing, vendor recovery, and policy negotiations with suppliers and customers.
• Data Analysis & Reporting: Analyze customer feedback, purchasing trends, and key performance metrics to enhance service strategies.
• Process Improvement: Implement initiatives to optimize phone response rates, service billing efficiency, and competitive market positioning.

Learn more about The Shyft Group, DuraMag and Waterville, ME by exploring the Learn More section below.

Qualifications:

• Associate degree required (Bachelor's degree preferred).
• 3+ years of management experience in customer service, technical support, or warranty administration (walk-in and truck body parts preferred).
• Strong ability to manage teams, resolve conflicts, and drive results.
• Excellent communication, problem-solving, and phone interaction skills.
• Proficient in Microsoft Office Suite and data analysis tools.

Learn More

The content below is exclusively available on our careers site job description: https://theshyftgroup.csod.com/ux/ats/careersite/4/home/requisition/1002?c=theshyftgroup

The Shyft Group

The Shyft Group to merge with Aebi Schmidt

Employee Testimonials

Benefits Landing Page

Our Story

Sustainability

YouTube

LinkedIn

Join Our Talent Community

DuraMag

About DuraMag

DuraMag Website

DuraMag - Join Our Team (YouTube) - Short

Follow DuraMag on LinkedIn, Instagram, Facebook, and YouTube

Waterville, ME

About Waterville, Maine (Official Site)

Waterville, ME on TripAdvisor

About Waterville - VisitMaine.com

Waterville.com

Why The Shyft Group?
Our people are our greatest asset, and your success is our success! That's why we provide comprehensive benefits that support your health, financial security, and work-life balance-so you can thrive both personally and professionally.

• Health & Wellness: Medical, Dental, Vision, HSA/FSA, Wellness Plan
• Financial Security: 401(k) with match, Disability, Life Insurance
• Work/Life & Growth: Educational Reimbursement, EAP, Dependent Care.

At The Shyft Group, we don't just offer benefits-we invest in your well-being. Join us and experience the difference!

Who we are:

The Shyft Group is the North American leader in specialty vehicles, including last-mile delivery vans, work trucks, and motorhome chassis. Our 10 brands- Utilimaster , Blue Arc, Royal Truck Body, DuraMag , Magnum , Strobes-R-Us , Spartan RV Chassis, Red Diamond , Builtmore , and Independent Truck Upfitters-are powered by 3,000+ team members across the U.S. and Canada.

Backed by 50 years of innovation and a supportive, entrepreneurial culture, we're leading the way in electrification and proudly ranked among Fortune's 100 Fastest Growing Companies.

Equal Employment Opportunity (EEO)

The Shyft Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran or status as a qualified Individual with a Disability, or any other characteristic protected by applicable federal, state or local law. If you have a disability and would like to request an accommodation in order to apply, please email us at careers@theshyftgroup.com.

The Shyft Group is an E-Verify Employer

Shyft uses E-Verify, which is an online system operated by the U.S. Department of Homeland Security in partnership with the Social Security Administration to verify employment eligibility and validate social security numbers. Through participation in the E-Verify program, information entered on Form I-9 will be provided and compared to information available at both of these agencies. See posters for more details. E-Verify Notice U.S. Right to Work Notice.