Customer Service Manager

Resideo (REZI) is seeking an experienced Customer Service Manager to join the Customer Experience Team. The Customer Service Manager contributes to Resideo's vision of a world where technology works to simplify everyday life by inspiring and motivating a workforce to enact positive change and bring swift resolution to customer concerns.  You will lead team members from across the Americas region to drive operational performance and deliver exceptional experiences.

The Customer Service team plays a critical role in delivering exceptional service across Resideo's full portfolio of Products & Solutions, including Comfort, Water, Security, and Energy. This leader will oversee, develop, and continue to build a high-performing, diverse team distributed across multiple U.S. support centers, fostering an environment where employees are empowered to grow, collaborate, and succeed.

Success in this role requires strong cross-functional partnership with Sales, Supply Chain, and Logistics teams to ensure seamless customer experiences and effective resolution of complex customer challenges. As a key operational leader, this individual will provide direction and ownership during high-impact customer situations while promoting a culture centered on customer advocacy, accountability, and continuous improvement.

The ideal candidate brings experience leading teams in fast-paced, high-volume support center environments with geographically dispersed employees. Through an engaging and inspiring leadership style, they will motivate teams to deliver outstanding service, embrace change, and consistently raise the bar on performance. A customer-first mindset, bias for action, and commitment to excellence will help drive improved outcomes for customers, employees, and the business.

This position carries significant responsibility for operational execution and business performance. Key areas of accountability include ensuring the timely and accurate processing of customer orders and invoicing, managing customer issue and dispute resolution, and partnering closely with stakeholders across Sales, Supply Chain, and Logistics. The role also requires a strong understanding of business operations and a focus on optimizing systems, processes, policies, and procedures to support efficiency, scalability, and the achievement of organizational goals.

JOB DUTIES:

•  Ensuring effective and efficient strategies and processes are in place and followed, making Resideo the number 1 choice for customers.

• Maintain a high standard for productivity, quality, and customer service, ensuring that all service levels are met.

• Establish and monitor key business processes and systems to ensure timely, and efficient processing and fulfillment of customer orders to meet business deadlines (month end, quarter end, yearend).

• Communicate job expectations: plan, monitor, appraise and review job contributions, plan and review compensation actions and enforce policies and procedures.

• Conduct needs assessments, performance review, capacity planning and cost/benefit analyses and contribute information and analyses to organizational strategic plans and reviews.

• Leading, hiring, training, retention of staffing and ensuring overall performance of the team.

• Communicate customer issues with the Management team and devise ways of improving customer experience, including resolving problems and complaints.

• Act as a point for escalation of problems / issues arising in an appropriate and timely fashion.

• Assist with other duties as assigned and additional duties as required.

• Produce reports and identify areas of opportunity.

YOU MUST HAVE:

• 7+ years of experience in customer service, order management, logistics, or related operational functions. 
• 2+ years of experience leading, or supervising teams in a customer-focused environment. 
• Strong proficiency with Microsoft Office applications and web-based business systems.

• Highly analytical, detail-oriented, and committed to delivering accurate, efficient results. 
• Proven ability to build strong partnerships and collaborate effectively with cross-functional teams and key stakeholders. 
• Demonstrated ability to remain composed, professional, and customer-focused when navigating complex or high-pressure situations. 
• Experience coaching, developing, and motivating employees while fostering a culture of accountability, growth, and high performance. 
• Skilled at managing multiple priorities, balancing competing demands, and adapting to changing business needs. 
• Strong problem-solving and decision-making skills with a focus on delivering positive customer and business outcomes. 
• Effective leadership capabilities with a passion for driving team engagement, operational excellence, and customer satisfaction. 
• Excellent verbal and written communication skills, with the ability to communicate professionally and effectively across all levels of the organization.

WHAT'S IN IT FOR YOU: 

• Play a pivotal role in driving customer satisfaction and operational excellence, directly contributing to month-end and quarter-end results that impact overall business performance. 
• Join a dynamic, growth-oriented organization where innovation, continuous improvement, and career advancement are encouraged and supported. 
• Become part of a people-first culture that values collaboration, inclusion, and professional development, providing opportunities to learn, grow, and build a rewarding career at Resideo.

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