Customer Service Manager

Description

• 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.
• Supervises customer service representatives within the branch while providing the tools to ensure the best service possible.
• Available to the CSRs, as the authority, to help solve the daily issues arising with customers and departments.
• Utilizes the company's training curriculum to define training expectations of the customer service representatives.
• 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.
• Approves all credits, other than simple returns, to SupplyNet branches other than those which are being handled personally by the branch or operations manager.
• Communicates directly with customers, suppliers, and co-workers to help resolve issues when necessary
• 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.
• Manages all open orders, quotes, returns, claims, pricing discrepancies, etc., until the issues have been resolved.
• 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.
• Manages all elements associated with establishing and maintaining contract pricing for customers.

Requirements

• Reports abilities and or deficiencies in processes as they affect the level of service and profitability of the company.
• Bachelor's Degree preferred.
• Demonstrated excellent communication skills, both verbal and written.
• 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.
• Minimum 2 years of experience in a people-leadership position.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance