Customer Service Manager

3 weeks ago


Grand Rapids, Michigan, United States FloForm Countertops Full time
Job Title: Customer Service Manager

FloForm Countertops is seeking a highly skilled Customer Service Manager to oversee our home center business, Ikea, and Lowes. As a key member of our team, you will be responsible for planning, coordinating, and controlling the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

Key Responsibilities:
  • Supervise staff to ensure efficient processing of orders
  • Achieve customer service objectives by contributing to strategic plans and reviews
  • Determine customer service requirements by maintaining contact with customers, visiting operational environments, conducting surveys, and analyzing information
  • Improve customer service quality results by studying, evaluating, and redesigning processes
  • Handle escalated customer complaints, investigate concerns, and resolve issues
  • Establish proactive communication with customers to ensure understanding of product ordered
  • Prepare departmental reports and complete employee administration
  • Plan and initiate order-writing procedures using knowledge of company products, pricing methods, and discount classifications
  • Update job knowledge by participating in educational opportunities
  • Maintain customer service records and prepare required reports
Requirements:
  • Bachelor's Degree in Business Administration or a related field
  • 2-5 years Supervisory/Management experience
  • 5-10 years customer service experience with experience in a similar industry and product knowledge an asset
  • Possess proficient computer skills with experience using Microsoft Office products
  • Ability to solve problems and challenging situations
  • Possess intermediate mathematical skills with a solid understanding of fractions and measurements
  • Strong organizational skills with attention to detail coupled with effective communication skills
  • Ability to coach, train, and develop employees
  • Experience with CRM systems an asset
What We Offer:
  • Competitive wage $25/hr-$35/hr Plus D.O.E.
  • Medical/RX/Dental/Vision benefits
  • Company paid Life/ADD insurance
  • Company paid EAP plan
  • Medical and Dependent FSA plan
  • Opportunity to participate in the company 401k plan

FloForm Countertops offers a positive and fun working environment that rewards those who share in our mission: "To consistently provide our Customers the best counter-top purchasing experience available."



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