Brice Equipment, LLC
Regular
JOB SUMMARY:
The Industrial Customer Service Manager is responsible for managing customer relationships and coordinating service programs for key industrial clients across the mining, oil & gas, and municipal sectors. This role acts as the central liaison between customers, field operations, and internal departments, ensuring efficient execution of programs, accurate product and service support, and sustaining customer satisfaction. The ideal candidate combines strong technical acumen with exceptional customer service skills and is experienced in using ERP and CRM systems to manage quoting, purchase orders, and program logistics in a fast-paced industrial environment.
ESSENTIAL FUNCTIONS:
- Build and maintain long-term relationships with industrial and municipal clients, ensuring timely communication, proactive issue resolution, and exceptional service delivery.
- Manage the execution of industrial service programs, ensuring they meet customer expectations, contractual requirements, and budgetary targets.
- Prepare, process, and track quotes for products and services through ERP and CRM systems. Generate purchase orders, verify accuracy, and coordinate with internal teams to ensure timely fulfillment.
- Collaborate closely with the Industrial Program Services team to align field operations, logistics, and resource planning with client needs and site schedules.
- Assist with technical inquiries, product selection, and service documentation. Maintain accurate records of customer interactions, pricing, and contract details.
- Develop, monitor, and report on KPIs, service metrics, and program outcomes. Use data-driven insights to improve service performance and operational efficiency.
- Ensure all work complies with safety, quality, and environmental regulations, including MSHA, OSHA, and other applicable standards.
- Identify and implement process improvements to enhance program efficiency, customer satisfaction, and profitability.
- Ensure compliance with safety standards, industry regulations, and Brice company policies.
- Work as a “team player” with co-workers in a respectful and supportive manner.
- Work in a constant state of alertness and a safe manner.
- Seek and participate in development and training opportunities.
- Perform other duties as assigned or directed.
SUPERVISORY FUNCTIONS:
This position does not have any supervisory responsibilities.
KNOWLEDGE, SKILLS, & ABILITIES:
- Possess excellent customer service skills and the ability to interact with customers and team-members in a professional manner.
- Strong understanding of industrial operations, supply chain logistics, and field service coordination.
- Ability to understand industrial client challenges, provide and facilitate tailored solutions for products & services for clients.
- Excellent communication, negotiation, and relationship-building skills.
- Ability to read and interpret contracts, proposals, and other related documents in the industrial, mining, and oil & gas construction industries.
- Strong computer skills including proficiency in Microsoft Word, Outlook, and Excel.
- Ability to adapt to evolving technologies, customer needs, and market demands.
- Proficiency with ERP and CRM systems (e.g., SAP, Oracle, Salesforce, or equivalent) for quoting, order entry, and account management.
- Ability to build effective working relationships with cross-functional teams, vendors, and customers, with exceptional follow-up skills.
- Self-motivation and ability to be independent and proactive in pursuing goals in a remove environment with limited oversight.
- Ability to do business ethically with customers, vendors, and co-workers.
- Commitment to safety, compliance, and quality service delivery.
- Ability to manage multiple projects simultaneously while maintaining attention to details.
- Ability to comply with and enforce standard policies and procedures.
- Ability to work productively under pressure.
- Ability to travel for work-related purposes (up to 50% of the time).
- Ability to work in a Native Corporation multi-business environment.
- Work requires willingness to work a flexible schedule sometimes including weekends and holidays.
- Ability to operate a motor vehicle in a safe and efficient manner.
MINIMUM QUALIFICATIONS:
- Bachelor’s degree in Engineering, Industrial Management, Business Administration, or related field required. Work-related experience and equivalent skills may be substituted on a year-for-year basis.
- Five (5) + years of experience in customer service, operations coordination, or account management within industrial, mining, oil & gas, or municipal sectors required.
- Valid state driver’s license and qualified to operate a vehicle under the conditions of the Company’s Driving Policy.
- Ability to pass drug, driving, and background screening.
WORKING ENVIRONMENT:
The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Brice Equipment has a fast-paced multi-tasking office environment requiring a high degree of efficient and effective performance. This positions will work in combination of the home office with travel to industrial facilities, mines, and construction sites. The position requires adaptability to different climates, site conditions, and work schedules, including occasional overtime and short notice travel for customer support. At times, work is performed outside of the office at indoor and outdoor job sites. Adaptability regarding schedule and design changes, and occasional overtime for immediate field support or bid processing may be necessary.
For the full job description including physical and environmental demands please reach out to recruitment@calistabrice.com
PREFERENCE STATEMENT
Preference will be given to Calista shareholders and their descendants and to spouses of Calista shareholders, and to shareholders of other corporations created pursuant to the Alaska Native Claims Settlement Act, in accordance with Title 43 U.S. Code 1626(g).
EEO STATEMENT
Additionally, it is our policy to select, place, train and promote the most qualified individuals based upon relevant factors such as work quality, attitude and experience, so as to provide equal employment opportunity for all employees in compliance with applicable local, state and federal laws and without regard to non-work related factors such as race, color, religion/creed, sex, national origin, age, disability, marital status, veteran status, pregnancy, sexual orientation, gender identity, citizenship, genetic information, or other protected status. When applicable, our policy of non-discrimination applies to all terms and conditions of employment, including but not limited to, recruiting, hiring, training, transfer, promotion, placement, layoff, compensation, termination, reduction in force and benefits.
REASONABLE ACCOMMODATION
It is Calista and Subsidiaries' business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.
The statements contained in this job description are intended to describe the general content and requirements for performance of this job. It is not intended to be an exhaustive list of all job duties, responsibilities, and requirements.
This job description is not an employment agreement or contract. Management has the exclusive right to alter the scope of work within the framework of this job description at any time without prior notice.