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Customer Service Manager

3 months ago

Deerfield Beach, United States AMD Supply LLC Full time
Job DescriptionJob DescriptionOverview

The Customer Service Manager will oversee and manage the customer service department, ensuring excellent service standards, responding efficiently to customer inquiries, and maintaining high customer satisfaction. This role involves managing a team of customer service representatives, developing customer service policies, and implementing strategies to improve the customer experience.

Responsibilities
  • Lead, mentor, and manage a team of customer service representatives.
  • Develop and implement customer service policies and procedures.
  • Handle complex and escalated customer service issues.
  • Monitor and analyze customer service metrics and KPIs.
  • Collaborate with sales, operations, and logistics teams to ensure customer satisfaction.
  • Develop training programs and conduct regular training sessions for the customer service team.
  • Oversee order processing, returns, and customer account management.
  • Ensure timely and accurate communication with customers regarding orders, delivery schedules, and product information.
  • Identify opportunities for improving customer service processes and implement improvements.
  • Prepare and present regular reports on customer service performance to senior management.
  • Stay updated on industry trends and best practices in customer service.
Requirements
  • Experience working with ERP software
  • Strong customer service skills
  • Excellent communication skills, both written and verbal
  • Ability to problem solve to find the best solution to meet customer needs
  • De
Qualifications
  • Bachelor’s degree in Business Administration, Management, or a related field (preferred).
  • Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role.
  • Experience in the wholesale distribution industry is a plus.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Proficiency in customer service software, CRM, and Microsoft Office Suite.
  • Ability to handle stressful situations and resolve conflicts effectively.
  • Strong organizational and multitasking abilities.
  • Customer-focused with a passion for delivering exceptional service.
Preferred
  • Related experience in the fence, shutter or aluminum industry
  • Familiarity with Netsuite ERP
  • Familiarity with Hubspot CRM
  • Familiarity with blueprint takeoffs
Benefits
  • Health insurance (medical, vision, dental, life)
  • Paid time off
  • 401k
Schedule
  • Monday to Friday
  • 7:00am to 4:00pm
  • 1 hour lunch

You should be proficient in:

  • Leadership / People Management
  • Customer Service

Salary info:

$26.44 - $31.25 / hr