Customer Service Manager

Position Title:  Customer Service Manager

Location:  Wixom MI

Reports To:  Vice President – Sales and Business Development  

Direct Reports:  10 CSRs

Company Overview

Operating in Wixom Michigan, Glass + Metal Craft is the industry leading fabricator of Custom Engineered Glass & Metal Architectural Systems. For almost 60 years, G+MC has consistently delivered the highest level of quality by doing what we do best – applying our skill, drive and commitment to create glass and metal products that turn heads – yeah, we do some pretty cool stuff.    G+MC’s Mission is to create an evolving business based on the success of its Employees, Suppliers, and Customers.  G+MC’s associates’ responsibilities and experience are an essential component to realizing our Vision of Great Products, Great Quality, Great Service & Great Finance based on G+MC’s Principles, System, and Culture. 

 
Position Overview

Glass + Metal Craft is seeking an experienced Customer Service Manager. The manager will provide effective leadership and will cultivate personal growth and organizational performance for a team of 10 Customer Service Reps.  These team members work closely with contractors, glass shops and window manufacturers to develop functional, aesthetically pleasing and budget conscious glass structures including high-end shower doors, complex decorative glass and stunning glass facades.  

Our culture demands that leadership must be built on the following principles: Creativity, Passion, Respect for Team, Entrepreneurial Spirit, Responsibility and Accountability, Competitiveness and Sense of Urgency.  If you have these, and want a career leading a great team in an exciting and fast market segment, do we have the role for you!   

Description of the work:

·          Leadership, organization and motivation of the 10 person CSR team including our receptionist.

·          Define what Customer Service means and ensure processes are in place and team members are held accountable for maintaining the standard.

·          Drive a sense of urgency and responsiveness that will keep / make G+MC the recognized “best service provider”.

·          Ensure our CSR team members are more than just order entry clerks – coach them to be attentive problem solvers.

·          Gain and maintain a deep understanding of our operations, logistics and customers.

·          Act as the key liaison between the CSR team and Operations, including active participation and report out in the 9 AM production meeting.

·          Working closely with outside sales, balance the account assignments, ensuring personalities mesh and customers are well taken care of.

·          Work closely with the outside sales team and finance on pricing strategy, aimed at growing our business while earning a great return based on the value we provide our customers.

·          Ensure our order entry process is streamlined and well understood, working closely with IT as well as each team member to achieve high entry efficiency and low errors.

·          Develop our people and ensure succession planning.

·          Be the rock that keeps the team stable by bringing a positive attitude in the face of adversity.

·          Create a strong team awareness of how our business is doing – report progress / issue status to CSR team and leadership team

·          Hiring, on-boarding and corrective actions for the CSR team, ensuring roles, responsibilities and expectations are clearly understood.

·          Bonus management.

·          PTO management.

Qualifications

·          Responsive / strong Customer Focus, strategy, team building, pricing management to lead inside sales team.

·          10 years of increasing sales/ profit by managing quotes and Customer relationships

·          High level of Energy.

·          10+ years’ experience in leading a team in sales and profit growth in a customer facing team leadership role.

·          Creative, out-of-the-box thinking.

·          Pro-active problem solver. Must enjoy rolling up your sleeves and getting into details when required to solve issues.

·          Must be able to engage with team, customers, vendors / operations to create positive outcomes.

·          Great Communicator.

·          Income Statement understanding with proven experience in driving profit.