Customer Service Manager

Customer Service Manager

At Niagara, we're looking for team members who want to be part of achieving our mission to provide our customers the highest quality most affordable bottled water.

Consider applying here, if you want to:

• Work in an entrepreneurial and dynamic environment with a chance to make an impact.
• Develop lasting relationships with great people.
• Have the opportunity to build a satisfying career.

We offer competitive compensation and benefits packages for our team members.

Essential functions:

• Develop and implement solutions to customer issues and monitor key process improvement measures and performance metrics for continuous improvement
• Collaborate with other department managers and supervisors and prioritize collective efforts towards resolving critical customer issues
• Guide, coach, and help develop skills and knowledge of Customer Service Team Supervisors, CSRs and provides direction regarding team member focus on tasks and projects through day-to-day coaching
• Develop and manage relationships with customers and Sales Team Members including responding to emails and phone calls and participating in customer visits
• Responsible for maintaining minimum service metric standard for overall customer base and top 60 specifically.
• Participate in development and execution of strategic planning for new customers, new items, new packaging, new facilities or other organizational changes as they relate to Customer Service
• Improve customer service quality results by:
• Studying, evaluating, and re-designing processes
• Establishing and communicating service metrics
• Monitoring and analyzing results
• Implementing changes as needed
• Make effective independent decisions representing day-to-day issues that do not require team discussion, input, or agreement
• Continually update job and industry knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations
• List if any travel is required using percentage of time:
• 0-5% - on average travels only a few times a year
• Please note this job description is not designed to contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without prior notice.

Qualifications:

• Minimum Qualifications:
• 6 Years Experience in Field or similar manufacturing environment
• 6 Years Experience in Position
• 6 Years Experience managing people/projects

*experience may include a combination of work experience and education

• Preferred Qualifications:
• 10+ Years Experience in Field or similar manufacturing environment
• 10+ Years Experience working in Position
• 10+ Years Experience managing people/projects

*experience may include a combination of work experience and education

Competencies

• Intermediate knowledge of and experience with Microsoft Word, Excel, Access, and Outlook.
• Strong business acumen
• Proven leadership qualities
• Strong problem solving/ analysis abilities
• Knowledge of Process Management
• Ability to identify, suggest and implement process improvements
• Outstanding Customer/Client Focus
• Strong Technical Capacity
• Strong verbal and written communication skills
• Speaks clearly and persuasively in positive or negative situations; demonstrates presentation skills.
• Writes clearly and informatively; presents numerical data effectively; able to read and interpret written information.
• Strong relationship building skills internally and externally
• Detail oriented and accurate
• Teamwork Orientation collaborates well in a group and contributes in reaching shared goals
• Contributes to building a positive team spirit; able to build morale and group commitments to goals and objectives
• Inspires and motivates others to perform well; influences actions and opinions of others
• Displays passion and optimism.
• Solution driven Identifies and problem solves through high volume work load with urgency
• Ability to prioritize multiple tasks effectively
• Time management - uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks
• Able to delegate effectively
• Change Management - communicates changes effectively; builds commitment and overcomes resistance.
• Ability to manage multiple sources of information and make independent and timely decisions

Education

• Minimum Required:
• Associate's Degree in (Business Administration, Economics) or other related field

• Preferred:
• Bachelor's Degree in (Business Administration, Economics) or other related field

Typical Compensation Range

Pay Rate Type: Salary$123,641.54 - $176,189.21 / YearlyBonus Target: 10% Annual

Benefits

Our total rewards package is thoughtfully designed to support both you and your family:

• Paid Time Off for holidays, sick time, and vacation time
• Paid parental and caregiver leaves
• Medical, including virtual care options
• Dental
• Vision
• 401(k) with company match
• Health Savings Account with company match
• Flexible Spending Accounts
• Expanded mental wellbeing benefits including free counseling sessions for all team members and household family members
• Family Building Benefits including enhanced fertility benefits for IVF and fertility preservation plus adoption, surrogacy, and Doula reimbursements
• Income protection including Life and AD&D, short and long-term disability, critical illness and an accident plan
• Special discount programs including pet plans, pre-paid legal services, identity theft, car rental, airport parking, etc.
• Tuition reimbursement, college savings plan and scholarship opportunities
• And more!