Customer Service Manager – Repair Shop

R1 Trailers is looking for a proactive and organized Customer Service Manager to oversee the day-to-day operations of our Semi-Truck Repair Shop while delivering an exceptional customer experience.

This role combines customer relationship management, service coordination, and operational leadership. The successful candidate will ensure efficient shop workflows, coordinate repair schedules, support the service team, and maintain strong relationships with existing and prospective customers.

The Customer Service Manager will serve as the primary link between customers, technicians, and management, ensuring repairs are completed efficiently, customers are kept informed, and the shop operates productively and profitably.

Key Responsibilities

• Oversee daily repair shop operations, ensuring efficient workflows and optimal utilization of service bays.

• Schedule repairs, assign vehicles to service bays, and coordinate vehicle movement.

• Supervise and coordinate daily tasks of shop personnel, ensuring productivity and operational efficiency.

• Serve as the primary point of contact for customers, handling inquiries, providing repair estimates, and communicating service updates.

• Build strong customer relationships, generate repeat business, and attract new customers.

• Monitor repair progress and ensure timely service completion and vehicle pickup.

• Support shop revenue growth by maintaining a steady flow of repair work and following up on outstanding payments.

• Coordinate parts and supply needs with the Purchasing Manager.

• Maintain accurate service records, process service orders, and prepare weekly payroll reports.

• Monitor shop performance, identify operational issues, and report concerns to the General Manager.

• Ensure compliance with shop safety procedures and applicable regulations.

• Promote a safe, organized, and customer-friendly work environment.

  Qualifications & Requirements

  • High School Diploma or equivalent.
  • Minimum of 2 years of experience in customer service, operational management, or a repair shop environment.
  • Strong organizational, coordination, and multitasking skills.
  • Excellent verbal and written communication abilities.
  • Strong problem-solving and decision-making skills, particularly in a fast-paced environment.
  • Experience with scheduling, workflow coordination, and team supervision.
  • Ability to manage customer expectations and handle challenging situations professionally.
  • Knowledge of truck and trailer repair shop operations is a plus.
  • Bilingual communication skills (English and Spanish or Russian) are preferred.

  Physical Requirements

  • Ability to work in a semi-truck repair shop environment.
  • Ability to occasionally lift up to 50 lbs.
  • Ability to stand, walk, kneel, and bend as required.
  • Ability to work in a warehouse/shop environment with varying temperatures and typical shop conditions.

  What Success Looks Like in This Role

  • Customers receive timely, accurate, and professional communication throughout the repair process.

  • Repair schedules are organized, and service bays are consistently utilized.

  • Vehicles are repaired and ready for pickup within established timelines.

  • Shop employees receive clear daily direction and the support needed to perform effectively.

  • Outstanding customer balances and service documentation are properly managed.

  • Customer relationships grow, repeat business increases, and shop performance improves.

  • Operational issues are identified and addressed proactively.

  Only selected candidates will be contacted for the interview. 

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