Customer Service Manager

Job Description

**This role is not open for submission from outside staffing agencies**

CUSTOMER SERVICE MANAGER

$70k-$75k/year

The Customer Service Manager is a Senior-level position that provides leadership and management to a customer service support organization servicing products and services. Executes business strategy and processes to adapt and support customer requirements. Initiates and/or implements corrective action for complex customers and issues as needed to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Identifies and contributes with the generation of potential sales leads to the organization. Planning and development of specific target markets and groups and the actual service “package” will be developed as a team program in conjunction with the project manager, customer service representative, order entry, and sales representatives. Manages and/or implements corrective action as needed to ensure that an excellent standard of service and a high level of Trulite’s Platinum customer service levels are maintained.

Who You Are:

• Highly self-motivated individual with a driven mentality
• Customer oriented
• Motivating Leader
• Strategic thinker
• Organized

Skills You Bring:

• 5-8 years of customer service or relevant experience to include at least 5 years supervisory/management.
• Bachelor's Degree preferred.
• Manufacturing experience required. Related glass industry experience preferred.
• Experience managing and leading a customer service organization of 15 plus direct reports preferred.
• Must be able to multi-task, organized, efficient, and accurate.
• Self-motivated and goal-oriented person with a drive to succeed to maximize business results.
• Fosters a whatever it takes attitude to get the job done attitude.
• Must have excellent communication (written and oral), interpersonal, time management, and conflict management skills.
• Experienced user of Microsoft Office 365 suite.
• Ability to calculate discounts, fractions, percentages, area circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Must be able to perform the duties and responsibilities with or without reasonable accommodation.
• Must pass criminal background check.

What You Will Do:

• Manage and coordinates activities of workers in the Glass Customer Service departments.
• Oversees, onboard and/or conducts training of new or existing employees to include processes, work methods, and procedures.
• Introduces new products to verify conformance to company specifications and service to customers.
• Provides employees with timely and accurate feedback of performance reviews, disciplinary problems, material shortages, equipment problems etc. when required or appropriate.
• Interview, Onboard, and exit employees as needed.
• Responsible for retention, training and continued development of hourly and exempt employees
• Interfaces with team members on a daily basis, involved with decisions concerning all aspects of customer service, production and sales to drive customer improvement and overall satisfaction.
• Ensures on-time delivery, management of the flow of raw materials and inventory to meet customer commitments.
• Subject Matter Experts on all products, codes and systems (Axapta, Support Center Plus, etc.)
• Handles internal and external customer issues in a professional and timely manner.
• Responsible for ensuring teams performance of time-sensitive daily order entry and price quotes.
• Responsible for adhering to product and customer specifications.
• Maintains compliance with all required employment laws and OSHA regulations and policies.
• Provides timely and accurate management reporting.
• Works closely with the sales team to ensure estimating adheres to standards, processes, and key performance indicators.
• Processes customer COD/CIA payments.

Why Trulite:

Trulite offers the most comprehensive benefit coverage in the industry. We give our employees  immediate access to  health, dental, vision and life insurance benefits , as well as provide  short/long-term disability coverage to protect you financially if you experience a non-occupational injury. We are pleased to offer a comprehensive wellness initiative that includes access to a progressive financial training program.

Stay with us for a year and your 401k employer match is 100% vested  and immediately becomes part of your ever improving financial plan. This is also true for those who select and contribute to their  Health Savings Account . We match on both employee and family coverage to help cover out-of-pocket expenses and if unused continues to grow until needed. The employer match for your HAS, if you choose to participate, is also  vested immediately at 100%improving your financial health.

Trulite bears most of the cost of your benefits. We structured these benefits because we care not only about your physical well-being but your financial health and welfare too. Let us show you why  Trulite values you as an employee and how we will help you achieve financial independence.

We are an Equal Opportunity Employer. We embrace and encourage our employees’ differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique.