Customer Service Manager

1 week ago


Oshkosh, Wisconsin, United States Hoffmaster Group, Inc. Full time
About the Role

We are seeking a highly skilled Customer Service Manager to join our team at Hoffmaster Group, Inc. As a key member of our customer-facing team, you will be responsible for developing and implementing customer service policies, procedures, and staff training programs.

Key Responsibilities
  • Manage and support the customer service staff, ensuring they have the necessary tools and resources to provide exceptional service to our customers.
  • Develop and implement process improvements to drive best-in-class operational performance and customer satisfaction.
  • Collaborate with sales, logistics, and marketing teams to ensure seamless communication and execution of customer-facing initiatives.
  • Monitor and resolve customer complaints and issues in a timely and professional manner.
  • Develop and maintain training materials, business process documentation, and employee work aids to support the goals of the department.
  • Serve as a liaison between internal and external logistics personnel to ensure timely and proper execution of all fulfillment-related activities.
  • Manage and support the corporate samples program, ensuring timely and accurate delivery of samples to customers.
  • Perform other duties as assigned by management.
Requirements
  • Proficient user in Microsoft Office Suite.
  • Excellent communication, managerial, leadership, customer service, and problem-solving skills.
  • At least three years of experience working in an EDI-driven environment.
  • Ability to train, supervise, and motivate others in a high-volume environment.
  • Previous supervisory experience in a customer service environment.
  • Five years of customer service experience, with a minimum of two in a supervisory capacity.

We offer a comprehensive benefits package, including medical, dental, vision, life, and disability insurance, tuition and student loan repayment assistance, physical and mental wellness programs, paid vacation and holidays, and more. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.



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