Customer Service Manager

Leads the customer service department and is accountable for order entry, customer service operations, and team performance. Serves as the primary liaison between customer service representatives, sales representatives, manufacturing facilities, direct customers, internal departments, and external vendors. Manages customer and product data maintenance, pricing administration, invoicing, and credit processing. Ensures customer satisfaction through effective problem resolution, process oversight, and continuous improvement of customer service operations.

How you will do it

• Accomplishes customer service objectives by selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning; monitoring, appraising, and reviewing job contributions, enforcing policies and procedures
• Develops, organizes, administers and controls standards and procedures for Customer Service Rep and Order Entry personnel.
• Evaluates and conducts performance reviews, identifying problems with performance and developing solutions to those problems.
• Helps develop standard operating procedures, forms, systems, policies and procedures to facilitate continuous improvements in efficiency and service.
• Facilitate changes in procedures, forms, practices, personnel assignments and equipment.
• Communicates updates, changes, and new policies to CSRs, and Order Entry personnel regarding other departments.
• Provides various sales analysis reports for customers and sales staff.
• Sets up new and maintains existing customer accounts.
• Utilizes iSeries (AS400) and MacPac CRM for tracking the customer relationship interaction
• Resolves customer service requests, questions, and complaints, frequently requiring analysis of situations to determine best use of resources.
• Meets with other managers to discuss possible improvements to customer service.
• Investigates and solves customers' problems, which may be complex or long-standing problems. that has been passed on by CSR's or management.
• Manages Key projects as assigned.
• Approves invoices for payment to temporary employees.

What we look for

• Associate's in applied science (A.A.S.) Degree in Business, Management or related field from an accredited University or College, Bachelor's preferred.
• 6 years of Customer Service experience leading teams.
• Must be able to creatively solve problems while using the materials and facts at hand.
• Excellent interpersonal skills and flexibility to work on multiple projects and assignments are critical.
• Intermediate understanding of iSeries (AS400) and MacPac CRM.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedural manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, peers, and the public.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• To perform this job successfully, an individual should have knowledge of MS Excel Spreadsheet software and MS Word, MS PowerPoint Word Processing software.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop; kneel, crouch, or crawl; talk or hear and taste or smell. The employee is frequently required to climb or balance. The employee must regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this Job, the employee is regularly exposed to moving mechanical parts. The employee is occasionally exposed to outside weather conditions and vibrations. The noise level in the work environment is usually moderate. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

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Equal Opportunity Employer
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