Customer Service Manager
Responsible for providing excellent effective customer service for internal and external Products, Inc. customers by utilizing excellent, in-depth knowledge of company products as well as team members within the Sales and Customer Service departments.
Responsible for the overall supervision, training, planning, assigning, directing and appraising work of the Customer Service and production clerical staff. Carries out supervisory responsibilities in accordance with policies, practices and applicable laws and regulations.
Provides subordinate team members with the appropriate training, tools, direction and motivation that enable their success
Focuses on assisting team members improve their skills and knowledge through day-to-day coaching; assist team members in resolving problems of attitude or interpersonal deficiencies
Establishes clear measurable and attainable performance goals for all subordinate staff; Conducts regular on-time performance appraisals
Assist team members to identify and solve problems
Fields inquiries from the sales force or customers, including walk-ins on orders, pricing policies and procedures, quote pricing and delivery or give technical assistance
Makes effective independent decisions representing day-to-day-issues that do not require team discussion, input or agreement
Assures the overall responsibility for the sales order process which includes verification, entry into the MAS200 system, customer confirmation, tracking, expediting, and resolution of issues such as price, discounts, and delivery; Communicates with the sales force or customers to resolve issues
Reviews orders and confers with production and shipping to ensure order is correct and can be manufactured and shipped in a timely fashion
Prepare and coordinate direct mail campaigns and correspondence to prospective clients and customers; Track and report on sales prospects, marketing campaigns and telemarketing results.
Coordinates meetings, events and shows as required or requested; Attend applicable trade shows, meetings, seminars, etc. as requested or assigned
Prepare periodic defined sales reports on sales territories, customers, orders, and revenues
Serves as back-up for other office personnel during times of absence, vacation, leave, etc. as needed.
Working hours: 9:00 AM - 5:00 PM
Ability to establish and maintain effective working relationships with customers, employees and management
Effective leadership skills with the ability to effectively supervise and delegate to subordinate staff to effectively meet deadlines
Excellent interpersonal skills with a team oriented attitude
Ability to communicate effectively
Firm work ethic
Excellent problem solving capabilities; detail oriented
Excellent customer service skills
Ability to adapt to changing priorities and urgency dictated by the work environment
Flexible, organized and manages time very efficiently; ability to multi-task in a production environment
Ability to read and interpret documents such as BOM's, (Bill of Materials) safety manuals, procedure manuals, etc.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals
Continuous communication with customers, employees, owners, officers, management team
Use of independent good judgment when troubleshooting problems or determining needs
Frequent use of basic math skills
Occasional stooping, bending, crouching, grasping, reaching or light lifting (up to 20 lbs), pushing or pulling; Continual or prolonged periods of standing, sitting, or walking.
Two (2) year degree from an accredited college in Business, Marketing or a related field required, four (4) year preferred.
Minimum of three (3) years related customer service manager experience with progressive supervisory responsibilities.
Demonstrates computer proficiency in Microsoft Windows environment required; Knowledge of MAS200 Financial software is a plus.
Knowledge of customer service principles and practice.
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