Customer Service Manager

This job is with Ferguson, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Job Posting:

We realize that our greatest assets are our best-in-class associates, which is why we're dedicated to offering limitless opportunities for growth and advancement. We want to help you build a long-lasting career with James Martin Vanities.

At James Martin Vanities, our designs start with quality materials and century-old construction techniques. We know that our customers treasure their individual style, and we design each piece to allow the flexibility to make the design yours. Building quality furniture is our focus. Designing furniture pieces that make your bathroom come alive is our passion.

The Customer Service Manager for James Martin Vanities is responsible for managing the customer service team, technology, and processes to ensure service levels are at expectations. They work closely with their team to ensure a high quality of customer service is provided while collaborating with other departments to improve processes that enhance the customer experience with James Martin .

Location: This position is based onsite at our office in South Bend, IN.

What You Love to Do:

• Coach on customer service approach, processes, and technology utilization.
• Solve Problems that improve the overall experience for both our associates and customers.
• Analyze Processes to identify areas of opportunity improvement.
• Collaborate with members of other departments to improve systems and processes.
• Drive Changes that improve the business and improve the customer's experience.

Core Functions:

• Manage & Drive Customer Service Metrics Above Expectations
• Coach Associates to Improve Our Customers' Experience
• Document & Improve Customer Service Processes
• Get In the Weeds and Help Out with Customers When Needed

Vital Priorities:

• Manage Daily Customer Service Operations and Staffing
• Analyze Customer Service Metrics to Drive Accountability
• Consistent Coaching with Direct Reports
• Assess and Refine the Customer Service Processes
• Hire and Train New Associates
• Implement New Technology to Improve Productivity and Customer Experience
• Back-up Customer Service Team When Necessary
• Interact with Customers and Handle Escalated Customer Requests
• Adhere to Company Compliance and Health Safety and Environment (HSE) Policies, Procedures, and Requirements

Preferred Qualifications and Skills:

• 1-3 years prior management / leadership experience is strongly preferred
• Solid communication skills required
• Competent level of autonomy and ownership of role
• Ability to organize and prioritize work
• Experience using metrics/data to lead a team
• Prior experience of hiring and training team members
• Must possess a strong service orientation, and the desire to serve internal and external customers
• Ability to build strong interpersonal relationships, and possess outstanding communication skills (oral and written)
• Ability to quickly learn company systems and platforms
• Knowledge of Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams, etc.)

At James Martin Vanities, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

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Pay Range:

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Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

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This role is Bonus or Incentive Plan eligible.

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Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information