Customer Service Manager
AAON, Inc.
Skills
About the Role
Job Description:
The Customer Service Manager role is central to elevating the end‑to‑end customer journey and strengthening our internal and external relationships. The primary purpose of this role is to deliver a seamless, high‑quality customer experience; drive continuous improvement in processes and foster a culture of ownership, collaboration, and customer advocacy across the department.
The team must ensure an exceptional experience for our representatives and customers from the moment an order is placed through final delivery. This team’s responsibility expand beyond order delivery to support aftermarket needs, becoming the go‑to resource for our reps.
The ideal manager is strategic, relationship‑driven, proactive, and highly motivated—someone who brings new ideas, inspires team performance, and is committed to building a world‑class department.
Primary Duties
Primary duties may include, but are not limited to:
Lead, mentor, and grow the Customer Advocate team to deliver exceptional customer support and service.
Build and continuously develop a high‑performing team focused on relationship ownership, proactive engagement, and effective problem resolution.
Serve as a trusted advisor to both team members and cross‑functional partners
Plan staffing needs and ensure the team has the tools, technology, and processes required for success.
Shift the department from reactive support to proactive advocacy—anticipating customer needs, identifying risks early, and offering solutions before escalation occurs.
Strong understanding of customer priorities, timelines, goals, and business impacts.
Take a proactive approach to addressing customer challenges and improving overall experience.
Handle escalated customer concerns and ensure timely, effective resolution.
Develop and implement scalable processes, workflows, and escalation paths to enhance customer satisfaction and retention.
Create and maintain documentation for customer service and advocate policies and procedures.
Design and refine operational practices that improve speed, quality, and consistency in customer interactions.
Develop both short‑term and long‑term roadmaps for the Customer Advocate function.
Collaborate with Sales, Service, Operations, and other internal teams to address customer needs, resolve issues, and close feedback loops.
Drive resolution of systemic or recurring issues by influencing process improvements across departments.
Understand business processes, challenges, and priorities to develop effective solutions and recommendations.
Define, track, and analyze meaningful KPIs that measure customer satisfaction, responsiveness, and overall team effectiveness.
Monitor service metrics to identify trends and areas for improvement.
Provide clear, executive‑level reporting that connects customer advocacy efforts to measurable business impact.
Participate in and contribute to strategic planning for customer experience and department-level initiatives.
Job Requirements
Education and Experience Requirements:
Bachelor's degree required
Masters degree preferred
10+ years of experience in customer service or account management, with at least 5 years in a leadership role.
Knowledge, Skills, and Abilities:
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Ability to resolve conflicts and manage escalations effectively.
Proficiency in CRM systems and Microsoft Office Suite.
Strong analytical and problem-solving skills.
Essential Mental and Physical Functions:
Ability to work in a fast-paced environment and manage multiple priorities.
Frequent sitting, standing, and use of computer systems.
Occasional travel may be required.
Work Environment:
Indoor professional office environment.
Frequent exposure to manufacturing facilities with seasonal hot and cold temperatures, dust, and some chemical fume exposure.
Sit or stand for up to 95 percent of work hours.
Ability to lift up to 50 pounds.
Disclaimer:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodation may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.