Customer Service
2 weeks ago
About us:
At Bullard, we don’t just create products. We create life-saving solutions and experiences that turn customers into raving fans. Be part of a team that dreams up what’s next and does everything necessary to make it happen. Bring your passion, dedication and focus to help shape the future of Personal Protective Equipment
We engage unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at Bullard.
Position Summary:
The Customer Service & Salesforce CRM Manager will be responsible for overseeing customer service operations while also managing and analyzing customer data through Salesforce CRM. This role requires a strategic thinker with strong leadership skills and technical expertise in Salesforce to enhance customer experience, streamline processes, and drive sales growth.
Work Environment:
This role is primarily office-based in Cynthiana, with 1-2 days in Lexington as well. Occasional travel may be required for training or customer meetings.
Responsibilities:
Customer Service Management:
- Lead and manage the customer service team to ensure high levels of customer satisfaction.
- Develop and implement customer service policies, procedures, standards, and technology improvements.
- Handle escalated customer issues and work with the team to resolve them efficiently.
- Monitor and analyze customer feedback and metrics to identify areas for improvement.
- Collaborate with marketing, sales, supply chain and operations teams to ensure a seamless customer experience.
Salesforce CRM Analysis:
- Manage the Salesforce CRM system, ensuring accurate and up-to-date customer data.
- Analyze customer data to identify trends, patterns, and insights that can drive business decisions.
- Develop and implement strategies to optimize Salesforce usage across the organization.
- Train and support staff in the use of Salesforce and ensure compliance with data management best practices.
- Generate and present reports on customer interactions, sales activities, and performance metrics.
Performs other related duties as assigned.
Education, Experience, & Qualifications:
- Bachelor’s degree in Business Administration, Marketing, Information Systems, or a related field.
- 5+ years of experience in customer service management and Salesforce CRM administration.
- Strong understanding of customer service principles and CRM best practices.
- Proficiency in Salesforce CRM, including reporting and data analysis.
- Excellent leadership, communication, problem-solving and technology skills
- Ability to work cross-functionally and lead teams in a fast-paced environment.
Preferred Skills/Abilities:
- Salesforce certification (e.g., Salesforce Administrator, Salesforce Advanced Administrator).
- Experience with data visualization tools and techniques.
- Knowledge of sales processes and experience working closely with sales teams.
Physical Requirements:
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Ability to understand and follow all safety policies and procedures.
Disclaimer:
This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills efforts or working conditions associated with the job; it is intended to be an accurate reflection of those principal job elements essential to the job. Incumbents may be required to perform other duties as assigned or as required by the needs of the business.
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