Customer Service Manager

Job Details Location: Mayfield Heights, OH 44143. Position Type: Full Time. Education Level: Bachelor's Degree. Travel Percentage: Up to 10%. Job Shift: Day. Job Category: Aftermarket (Customer Service/Technical Service). About the Company Cleveland Range is a leading manufacturer and designer of steam cooking equipment. We provide steamers, steamer-ovens, kettles, braising pans and specialty application ovens to the foodservice industry. Role Overview The Customer Service Manager leads the customer service organization and drives a customer-focused, responsive attitude through to the end user. They manage customer challenges and opportunities through a process-focused approach, establish best practices and satisfaction, and coordinate the team to meet organizational and external sales team goals. Key Accountabilities Foster communication with the production scheduling team to ensure orders are entered and processed timely. Maintain and develop meaningful metrics and ensure goals are met. Set strategic direction that aligns with company objectives and creates an exceeding customer experience culture. Lead customer service teams to ensure sales order entry and order management meet business requirements and individual and team goals. Provide support and issue resolution to ensure best-in-class customer service. Identify and escalate unresolved customer concerns or operational issues to the proper department. Collaborate with cross-functional teams to identify opportunities for process improvements and implement solutions. Collaborate with shipping and warehouse personnel to minimize freight costs while balancing on-time delivery. Key Tasks and Responsibilities Plan, direct, supervise, train and motivate Customer Service Teams. Identify and resolve customer concerns to drive a customer-centric culture. Lead the group to ensure execution of sales order entry and order management to meet business requirements. Foster continuous improvement culture to streamline activities and optimize the customer experience. Operate consistently in a manner that aligns to the Company Core Values. Qualifications High sense of best-in-class customer service and a personality that helps others. Flexible and willing to adjust solutions and working hours to customer expectations with a strong sense of urgency. Excellent organizational and interpersonal skills with ability to connect and communicate with different audiences. Strong knowledge of Cleveland products, logistics processes and QADEE/ERP system knowledge preferred. Proficient in Microsoft Office applications including Outlook, Excel, Word, PowerPoint and Teams. Salary range: $80,000 - $100,000 per year. The role is a salaried exempt position. Benefits Competitive wage Healthcare (medical, dental, vision) 401(k) savings plan Wellness program Supplemental health plans Employee assistance program Training and development Tuition assistance Holiday pay opportunities Employee discounts Paid time off (PTO) On-the-job training and skills development Basic life insurance Leave program This position is open to candidates who are authorized to work and reside in the following states: Alabama, Arkansas, Arizona, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Washington, West Virginia, Wisconsin or Wyoming. Due to payroll, tax, and employment law requirements, applicants must be located in one of these states at time of hire. #J-18808-Ljbffr