Southwest Accessory Group · 1 day ago
Customer Service Manager
Haltom City, TX
Full-time
Onsite
Mid, Senior Level
$86K/yr - $110K/yr
3+ years expSouthwest Accessory Group is committed to being the premier supplier of accessories by serving customers with precision and integrity. The Customer Service Manager oversees all customer support operations for a fast-paced automotive accessories distribution center, leading a multi-time zone call center team to ensure high service levels and customer satisfaction.
Transportation/Trucking/Railroad
Responsibilities
Oversee daily operations of a multi–time zone call center supporting customers, dealers, and internal teams
Lead, coach, and develop a team of customer service and inside sales representatives to meet performance metrics, quality standards, and response time goals
Monitor inbound request volume and adjust staffing or workflow to maintain SLAs across all time zones
Handle complex or escalated customer issues related to orders, shipping, returns, warranties, and product inquiries
Collaborate with warehouse, logistics, sales, and operations teams to resolve customer needs efficiently
Analyze service trends, identify operational gaps, and implement process improvements
Create and maintain customer service SOPs, scripts, and training materials
Oversee call center technologies including phone systems, CRM platforms, ticketing tools, and reporting dashboards
Prepare and present weekly and monthly performance reports, KPI reviews, and recommendations for improvement
Ensure compliance with company policies, customer requirements, and industry best practices
Recruit, hire, and train new team members as needed
Foster a positive, service-driven culture focused on professionalism, accountability, and customer satisfaction
Qualification
Required
3–5+ years of customer service leadership experience, preferably in a distribution, logistics, or automotive accessories environment
Proven experience managing a multi–time zone call center
Strong background in coaching, performance management, and staff development
Excellent communication, problem-solving, and conflict-resolution skills
Strong ability to analyze metrics and optimize operations
Experience with Five 9 CRM, call center systems, and order/logistics platforms
Ability to work in a fast-paced environment and manage competing priorities
High level of professionalism and customer-oriented mindset
Automotive, aftermarket parts, or distribution industry experience
Knowledge of ecommerce order flow, RMA processes, and warehouse operations
Ability to lead cross-functional initiatives and improve operational efficiency
Preferred
Bilingual (English/Spanish) a plus
NetSuite experience a bonus
Benefits
Day Shift (No Overnights)
Paid Holidays
401(k) Plan w/ match
Full benefit package including medical, dental, vision, life, disability and supplemental plans.
PTO & Sick Time
Company
Southwest Accessory Group
SWAG is committed to being the premier supplier of accessories by serving our customers with precision, responsiveness, and integrity.
Founded in 2005Haltom City, Texas, US
201-500 employeesFunding
Current Stage
Growth StageCompany data provided by crunchbase