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Customer Service Manager

2 months ago

Edison, United States Eastern Metal Full time
Job DescriptionJob DescriptionDescription:

The Customer Service Manager plays a key role in helping to ensure consistency and efficiency across all company operations by overseeing the customer service department and supporting inside operational functions. This role works to remove barriers and improve quality of service to our customers through improving department and supporting improved company efficiencies through prompt and professional communications, problem solving skills, process management, and by fostering collaborative working relationships throughout the business.

Responsibilities:

· Teaching and supervising customer service representatives to ensure best in class service to customers.

· Support outside sales in growing the business by being the voice of the company to our customers.

· Working closely with production to ensure on time and accurate deliveries.

· Manage sales log to ensure all new orders and required information are inputted into the log in a timely matter.

· Manage the data collection and entry of Quality-of-Service metrics.

· Oversee a team of Customer Service Reps to ensure consistency and adherence to company policies and procedures.

· Make recommendations to the Sales Managers to improve or update customer experiences.

· Work with Operational Team to ensure achievement of company service objectives.

· Collect and disseminate customer questions and issue escalations to senior management, ensuring all customer concerns are promptly received and responded to.

· Manage processes including order entry, order validation, and customer communications.

· Maintain relationships with vendors as assigned.

· Serves as a key point-of-contact for field operations teammates, providing support via email, Teams, and phone communication channels.

Requirements:

Qualifications:

· Associate or Bachelor’s degree or equivalent experience.

· At least 10 years of experience in hollow metal sales business.

· Excellent oral and written communication skills with an ability to communicate clearly and concisely with all levels of the organization.

· Demonstrates a strong sense of initiative and responsiveness.

· Skilled in leading, engaging, managing, coaching, and developing a team.

· Able to organize work, engage in a variety of tasks simultaneously and meet established deadlines and deal with numerous interruptions in a fast-paced environment.

· Able to take ownership, think critically, and perform duties with minimal supervision.

· Computer skills; MS Office (Word, Excel, PowerPoint), Outlook, OneDrive, Teams

· Able to analyze data, budgets, expense control and provide thoughtful conclusions and recommendations.

· Able to plan and manage projects and events, staying within budget limits and meeting deadlines.

· Demonstrated experience working well with individuals at all levels in an organization, including senior management.

· Outstanding service orientation; sense of urgency; high level of personal integrity, discretion, and confidentiality

· Able to work well under pressure and flexible in adapting and responding to change.