As one of the most important and visible positions in our company, the Customer Service Manager co-ordinates and manages the activities of the customer service team to process and fulfill hundreds of customer inquiries, requests, and orders per day.
Primary Duties and Responsibilities
- Most importantly: Quickly become a product knowledge expert, our best customer service representative, and the primary go-to person on the team.
- Answering phones, responding to emails and processing orders.
- Develop, document, and implement customer service policies and procedures.
- Train, mentor, and coach customer service staff.
- Coordinate and direct the daily operations of the customer service team.
- Monitor incoming sales channels (email, phone, website, EDI, portals, etc.) to ensure orders are processed in a timely fashion.
- Monitor CRM tickets for accuracy and facilitate movement through the flow.
- Monitor high-value customers and high-priority orders to ensure that timing and special requirements are met.
- Plan, prioritize, balance and delegate work tasks.
- Handle complex customer service issues.
- Approve and process RMAs.
- Review, & process international exports.
- Arrange LTL & air freight shipments
- Monitor fulfillment system for accuracy and communicate customer requests and changes.
- Quoting of standard and non-standard products.
- Identify and implement strategies to improve quality of service, productivity, and process standardization.
Successful candidates must:
- Have commercial, industrial or technical sales experience.
- Have progressive leadership experience.
- Familiarity with standard business documents including invoices, purchase orders, packing lists, Proof of delivery, bills of lading, etc.
- Be willing to study and gain product knowledge on a large catalog of items.
- Have excellent computer skills (speed and accuracy are critical)
- Be energetic and motivated.
- Have good communication and people skills.
- Have expert time & task management skills.
Requirements:
- High School diploma.
- Degree or at least 1-2 years college preferred.
- Work experience in a commercial, industrial or manufacturing office environment.
- Experience managing or leading a customer service focused team.
- Familiarity with computerized CRM, order processing, inventory and/or ERP system is a big plus.
- Aptitude to learn technical product information and desire to take on responsibility.
What we offer:
- Casual & friendly office environment
- Competitive pay.
- Medical, dental and life insurance at 90 days with very low cost to employee.
- Paid holidays and vacation accrual after 90 days.
- 401K with match after only 1 year.
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- No weekends
Work Location: In person