Customer Service Manager

Customer Service Manager

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Position Overview:

As a Customer Service Manager (CSM), you will be responsible for managing and coordinating the overall activities of a Customer Service team, including customer satisfaction and quality. You will be responsible for coaching and development of the Customer Service team to drive continuous improvement in their overall performance. You will promote and adhere to Company Core Values by performing duties in a manner consistent with being a team leader and driving Stellar Service Principles while supporting the continued growth of the company. As a CSM, you will manage the processes and performance in daily activities of CSRs to achieve established operating income and ROA goals while maintaining and promoting a safe working environment.

Key Responsibilities:

Lead, manage, and motivate the Customer Service team.

• Responsible for hiring and training the CSR staff, including allocation of workload.
• Create performance objectives / goals and applicable training plans, including performance measurement.
• Regularly monitor the interaction between CSRs and customers to ensure a congruent approach with Stellar Service techniques, provide direct feedback, and outline recommendations for improvement.
• Assist the Manager, DC Operations (DCM) with strategic planning and resource allocation.
• Identify opportunities for improvement and implement process improvements for the Customer Service team.

Drive and facilitate the order fulfillment process in a manner that creates customer intimacy and builds and maintains positive, effective relationships with customers.

• Ensure that standard operating procedures and established company guidelines are followed consistently.
• Work closely within Customer Service and cross-functionally with sales and logistics teams to manage overall freight expenses.
• Conduct routine customer visits based on business needs. Ensure CSR teams participate in customer visits and conduct regular reviews with the sellers, Sales Manager, and DCM.

Serve as an interdepartmental liaison between Customer Service, warehouse, delivery, sales, and purchasing to resolve customer-related issues and enhance organizational efficiency.

• Drive and monitor fill rates, continuously pursue improved customer satisfaction.
• Work in conjunction with other internal groups to move obsolete or slow-moving, aged, or obsolete inventory.
• Work with the CSR team to engage buyers, logistics, and transportation resources to identify cost-effective solutions that will help meet / exceed customer expectations.
• Work with the credit team to resolve credit-related issues to eliminate service failures in the order fulfillment process.
• Work closely with DCM on annual budgets.

Develop, refine, and implement Customer Service procedures and policies.

• Identify and implement Best Practices within the CSR team. Share / learn from other DC locations, including the creation of new standard operating procedures (SOPs) and policies.
• Foster a continuous improvement environment; establish, communicate, and provide training on SOPs to improve the efficiency and overall performance of the Customer Service team, while enhancing the customer experience. Participate in all DC Quality / ROM / Safety Audits.

Leadership and Communication:

• Provide motivational and developmental leadership to the CSR staff to enhance overall team performance, conduct semi-annual performance reviews, and write and deliver annual performance reviews.
• Provide regular updates on team members' performance to the DCM.

Expected Skills and Qualifications:

• 3+ years supervisory / managerial experience with direct report responsibility
• 7+ years of Customer Service experience in a non-retail environment
• Proven team development skills and management experience within a Quality Management system (ISO 9001 or similar)
• Proficient in MS Office (Outlook, SharePoint)
• Ability to learn internal ERP system (SAP)

Additional Preferred Skills and Qualifications:

• Experience with SAP
• Bachelor's degree in Business Administration or related field

Pre-Employment Requirement:

Employment offers are contingent upon successful completion of a background check.

Discover a Fulfilling Career:

At Composites One, our Team Members are the cornerstone of our success. Each role is essential in helping us provide exceptional service to our Customers. We cultivate a culture of empowerment and opportunity, fostering both personal and professional growth.

We believe in driving success and appreciating achievement. Our Team Members are eligible for annual bonuses and profit sharing because when the company thrives, we all benefit. Join us and be part of a Team where your hard work and dedication are valued, and together, we achieve great things.

Respect, Teamwork, and Communication are Woven into our Core Values:

Our guiding principle of Respect, Teamwork, and Communication embodies the spirit of our Core Values. We uphold these principles every day as we strive to make a positive impact for our Customers, our Team, and the world around us.

Commitment to Diversity, Equity, and Inclusion:

At Composites One, all qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, veteran status, disability, or other protected classification as defined by applicable law and regulation.

ADA Accommodations:

Accommodations are available for applicants with disabilities in all phases of the application and employment process. To request accommodation please contact the ADA Coordinator by email at ADACoordinator@compositesone.com.