Customer Service Manager

Stella-Jones is North America's leading producer of industrial pressure-treated wood products. Responding to the vital infrastructure needs of our economy, we manufacture and distribute railway ties, utility poles, residential lumber and industrial wood products across the continent.
Stella-Jones recruits team members who embody our core values and desire an environment where growth is inspired, dedication is recognized, and achievement is rewarded. Our ever-expanding footprint provides a great prospect for career advancement as we seek to develop our emerging leaders.
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Position Overview
The Customer Service Manager at Stella-Jones leads a team of Customer Service supervisors and their respective teams, focusing on delivering exceptional Customer Service through effective team leadership, performance management, operational excellence, and strategic communication. This role involves setting clear performance expectations, streamlining daily operations, and fostering collaboration within and outside the department to ensure alignment with the company's objectives.
This is a newly added manager-level opportunity due to growth of our Utility Pole division. This role will be remote in the US (ideally in the Central or Eastern time zone) or near other Stella-Jones utility pole manufacturing/sales locations with up to 25% travel within the US and Canada.
Primary Responsibilities
Team Leadership:

• Lead and manage a team of exempt and non-exempt employees; providing guidance, support, and fostering a positive work culture within the Customer Service department.
• Ensure the supervisors are equipped with the necessary skills and resources to lead their respective team efficiently.

Performance Management:

• Set clear performance expectations for direct reports, aligned with the overall Customer Service strategy and company goals.
• Regularly assess individual and team performance, providing constructive feedback and implementing performance improvement plans when necessary.

Operational Excellence:

• Oversee the daily operations of the Customer Service team, ensuring smooth and efficient processes for order processing, issue resolution, and customer interactions.
• Implement and enforce best practices to optimize workflows and enhance the overall efficiency of the Customer Service department.

Communication and Collaboration:

• Foster effective communication both within the Customer Service department and cross-functionally with other departments.

Qualifications

• Ten (10) or more years of overall Customer Service experience required
• Two (2) or more years of managerial/supervisory experience within the Customer Service arena required; Five (5) or more years preferred
• Industry experience in wood products, industrial products, utilities, or another B2B industry required
• High school diploma or GED required; Bachelor’s Degree preferred
• Intermediate Excel skills required, including creating formulas, pivot tables, and V-lookups.
• SAP experience highly preferred
• Excellent leadership/organizational skills, proactive attitude, and exceptional attention to detail

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Employee Benefits:
As a Stella-Jones employee, you will have access to excellent benefits and incentives including:

• The security of working for a company designated as an essential workplace
• Comprehensive total benefits package with 3 medical plans to choose from
• Several company-paid benefits including:
• Dental and Vision coverage
• Life insurance and Accidental Death & Dismemberment (AD&D) policies
• Long-Term Disability Coverage
• Access to a robust employee assistance program
• Competitive compensation
• Annual bonus program opportunity
• 401(k) savings plan with generous Company match (150% on the first 4% deferred)
• 2 weeks paid vacation and 9 holidays
• Career advancement opportunities
• Ability to purchase Company stock

Equal Opportunity Employer/Veterans/Disabled
**Note for Indeed Applicants - At this time, we are unable to accept an indeed resume. To ensure we have your most up-to-date information, please upload a pdf or word version of your resume during the application process.**

AD&D insurance, Disability insurance, Health insurance, 401(k), Paid time off, Employee assistance program, Vision insurance, 401(k) matching, Opportunities for advancement, Life insurance