Customer Service Manager (Huntersville, NC)

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:

Since 1928, Amerock's award-winning decorative and functional hardware solutions have built the company's reputation for chic design accessories that inspire homeowners to express their personal style. Marrying the perfect blend of beauty and function, Amerock's cabinet hardware, bath accessories, decorative hooks and wall plates are designed to coordinate with plumbing fixtures and other home décor elements, so you can easily create a seamless look across the home.

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 Amerock.

The Customer Service Manager for Amerock 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's experience with Amerock .

Location: This positon is based out our Huntersville, NC location, and we work on a hybrid schedule of 3 days in Office (T, W, Th) and 2 days Remote (M, F).

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 Customer's 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 Skills and Qualifications

• 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
• Prior experience with cloud-based phone systems
• Knowledge of Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams, etc.)

At Amerock, 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.