Customer Service Manager at Frank Kent Family of Brands – Haltom City, Texas

About Southwest Accessory Group

Southwest Accessories Group is committed to being the premier supplier of accessories by serving our customers with precision, responsiveness, and integrity. We fulfill their needs in an accurate and seamless manner, grounded in a culture of excellence and grit.

We strive to be the employer of choice by fostering a workplace where every individual feels valued and empowered. Through clear goals, strong communication, and aligned purpose, we provide meaningful opportunities for professional growth and personal worth.

We are dedicated to maintaining an efficient and profitable organization, ensuring long-term value creation for our owners through principled leadership and operational alignment. Our employees, our customers, and our community are our most valuable assets. It is our responsibility to provide a professional atmosphere based on sound business ethics, honesty and integrity.

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

About the role

The Customer Service Manager oversees all customer support operations for a fast-paced automotive accessories distribution center. This role is responsible for leading a multi–time zone call center team, ensuring timely and accurate customer support across phone, email, chat, and order-management channels. The manager will maintain high service levels, streamline processes, resolve escalations, and drive continuous improvement to support company growth and superior customer satisfaction.

What you'll do

• 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

Qualifications

• 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.
• Bilingual (English/Spanish) a plus.
• NetSuite experience a bonus.

Physical Demands:

Sitting, Standing, Walking, Reaching/Bending, Manual Dexterity, Exposure to varying conditions, Repetitive Motion, Lifting to 10 lbs. occasionally, 8-hour work shift

Reasonable Accommodation Statement

Consistent with the Americans with Disabilities Act (ADA) in the State of Texas, it is the policy of Frank Kent Enterprises LTD to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy requests for reasonable accommodation apply to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact Brandi Beall at brandib@swadtx.com.

Work Environment & Schedule: Day Shift, Full Time, on-site

May occasionally require weekends or overtime

Classification: Exempt

Salary/Hourly: Salary

Department: Customer Support

Reports To: Director of Sales

Salary Band: $86,000-$110,000