Customer Service Manager

Customer Service Manager

The Customer Service Manager will support WSI's centralized customer service group by overseeing a team of people responsible for order management, customer care, value-added services, and billing. The shift will be Monday-Friday 8:00AM - 4:30PM and will work from our Enterprise Drive, Neenah, WI location. This full-time salaried position will report to the Director of Customer Service.

Duties And Responsibilities:

• Assist with customer onboarding to ensure successful transitions for new accounts.
• Interact with customer contacts to understand and meet service needs and expectations.
• Build and sustain a positive workplace and motivated team that delivers business results.
• Establish and monitor key metrics and develop plans for achieving targets.
• Lead and/or participate in regular account reviews.
• Collaborate with IT Department to highlight and address system issues (OMS, WMS, Customer Portal, Kiosks).
• Work closely with Sales, Operations, Training, and other internal support teams.
• Initiate continuous improvement to processes and systems to support business growth goals.
• Assist in recruiting staff and managing the team's performance and productivity.

Required Knowledge, Skills, And Abilities:

• Strong leadership skills.
• Strong interpersonal skills and ability to interact with a diverse work group.
• Ability to analyze and interpret data to make sound business decisions.
• Excellent communication skills; verbal, written, and presentations.
• Ability to work in a fast-paced multi-system environment.
• Enjoys working in a collaborative environment.
• Effective in planning and organizing work activities.
• Ability to gain our customers' confidence by providing best-in-class service.
• Strong analytical skills and proficiency in Microsoft Office tools.

Preferred Education And Experience:

• Professional experience working in a collaborative environment.
• 2-5 years in a leadership role.
• 5 years in business, supply chain, or related field.

Physical Capabilities And Requirements:

• Ability to use a computer and phone.
• Required to wear Personal Protective Equipment (PPE) provided by the company, as needed.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.