Customer Service Manager

3 days ago

Rancho Cucamonga, United States Bradshaw Home Full time

**Summary**

**Duties and Responsibilities**
- Oversee day to day operations of our growing customer service department including but not limited to; order processing and invoicing, customer communication, maintaining customer price catalogs, and new customer setup and maintenance.
- Oversee day to day operations of our mailroom and front desk coordinators.
- Participate in new employee hiring and coordinate new employee onboarding and training.
- Responsible for case fill rate and service improvement(s) from a Customer Service standpoint.
- Lead order management improvement initiatives, with succinct end-to-end strategy and roadmap.
- Strategize ongoing success and efficiency through process improvement.
- Develop, implement, document, and uphold customer service processes and procedures, ensuring they align with the company's mission and core values.
- Performance management for all direct reports, including goal setting, mid-year and end of year reviews.
- Lead and grow a dedicated team of customer service representatives, providing training, guidance, coaching and support as needed.
- Provide leadership advice to the customer service department including succession training, coaching, and monitoring.
- Work closely with our operations, sales, procurement, and accounts receivable teams fostering an environment of cooperation and collaboration.
- Implement checks and balances to ensure customer service supervisors are reviewing past due orders and the open order report daily.
- Ensure all internal and external communications are addressed and replied to within 24 hours.
- Track, analyze and report on customer service metrics to drive improvement and efficiency.
- Effectively manage new system upgrades and implementation to improve internal operations processes.
- Ensure smooth and professional communication between the customer service team, sales, and operations.
- Maintain an eagle eye over every customer service touchpoint to identify and prioritize areas of opportunity.
- Perform additional tasks as requested by the Senior Director of Customer Service to meet business needs.

**Minimum Job Requirements**
- Bachelor's degree.
- 8+ years of relevant customer service experience with an emphasis in order processing.
- 5+ years of experience in a management role overseeing at least 10 individuals.
- Experience working in the consumer goods industry in preferred, but not required.
- Experience working with an order management software and ERP system.
- Experienced in performance management, writing, and delivering annual performance reviews.

**Knowledge and Skills Required**
- Excellent written and verbal communication skills, with the ability to effectively and persuasively communicate both internally and externally.
- Strong work ethic with a “never-settle” attitude.
- Ability to engage, inspire and motivate team towards achieving individual and company-wide goals.
- Service oriented with exceptional interpersonal and leadership skills.
- Demonstrated ability to multi-task, problem solve and maintain professional in stressful situations.
- Demonstrated sound judgment and decision-making skills with a results-oriented approach.
- Leadership and team building skills, with the ability to facilitate high team moral.
- Strong problem-solving skills with the ability to identify and analyze complex problems, to develop, evaluate options, and implement solutions.
- Excellent organizational skills with the ability to prioritize and multitask effectively.
- Ability to hold your team accountable to deliver individual and departmental results.
- Strong attention to detail.
- Self-starter with high energy.

**Benefits**
- Competitive Pay
- Medical, Dental and Vision
- 401(k)
- Holiday Pay
- Paid Time Off

**Schedule**
- Monday through Friday from 8:00 AM to 5:00 PM.

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