Customer Service Manager

Description

• 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 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.
• Supervises customer service representatives within the branch while providing the tools to ensure the best service possible.
• Manages all elements associated with establishing and maintaining contract pricing for customers.
• Available to the CSRs, as the authority, to help solve the daily issues arising with customers and departments.
• Communicates directly with customers, suppliers, and co-workers to help resolve issues when necessary
• 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.
• 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.

Requirements

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

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance