Customer Service Manager

Overview

Lead and manage a customer service team, overseeing support, training, and issue resolution.

Key Responsibilities

• order management
• credit approval
• reporting
• customer communication
• pricing management
• workforce scheduling

Tasks

-Available to the CSRs, as the authority, to help solve the daily issues arising with customers and departments. -Performs functions required to gather and report information to the branch or regional operations manager, and others concerning the branch's level of customer service. -Approves all credits, other than simple returns, to SupplyNet branches other than those which are being handled personally by the branch or operations manager. -Manages all open orders, quotes, returns, claims, pricing discrepancies, etc., until the issues have been resolved. -Provides example leadership in creating an environment that motivates and raises employee morale by portraying a service oriented philosophy in a business-like and professional manner. -Management such as; manages staff to support the overall performance of the branch's customer service department, which includes but is not limited to: hiring, wage determination, performance review and improvement, discipline, and dismissal. -Communicates directly with customers, suppliers, and co-workers to help resolve issues when necessary -Manages all elements associated with establishing and maintaining contract pricing for customers. -Schedules CSR workloads, monitors time and accrual or hours worked, and determines overtime requirements based on the needs of the company. This includes approving all CSR vacations and leave of absences. -Utilizes the company's training curriculum to define training expectations of the customer service representatives. -Supervises customer service representatives within the branch while providing the tools to ensure the best service possible.

Requirements

• communication
• bachelor's
• leadership
• customer service
• ms windows
• project management

What You Bring

-Reports abilities and or deficiencies in processes as they affect the level of service and profitability of the company. -Demonstrated excellent communication skills, both verbal and written. -Bachelor's Degree preferred. -Minimum 2 years of experience in a people-leadership position. -Minimum 5 years of experience as Customer Service Representative. -Strong working knowledge of software using the internet, MS Windows, JDE, and approvals. -Demonstrated excellent project management skills.

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About Viking Group Inc.

-Emerging from a small valve maker to a global fire protection innovator. -Expanded under Minimax Viking GmbH to serve six continents. -Products include sprinklers, CPVC piping, foam systems, deluge valves, and advanced detection/control panels. -Operates a network of distributors to ensure global reach and single-point solutions.

Sector Specialisms