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SalaryOverview:
Reporting to the General Manager, the Customer Service Manager is responsible for directing and organizing the daily Customer Service tasks, showroom activities, and telephone functions. This role will also maintain records of performance and ensure cross training of all functions with staff.
This job has a schedule of Monday through Friday 8am - 5pm.
Essential Duties:
Envoy Solutions, a diversified distribution company with over $1.5 billion in revenue, is bringing together leading brands from the facility supplies, packaging solutions, and specialty products industries. We’re building a national platform that will enable us to leverage product knowledge, category expertise and local presence to help make buildings cleaner and more sustainable, people safer and operations more productive, every day. Our portfolio of companies includes North American, WAXIE, SEPG, Daycon, North Woods, PJP, and NVISION. Our combined company employs more than 2,300 associates, operates 43 distribution centers, and supports more than 52,000 customers.
At Envoy Solutions, our focus is on creating greater efficiencies and scale, with a high-touch, customer-first approach. We’ve combined the expertise of local consultants and sales teams with a wider portfolio of products and deeper category knowledge. We work both nationally and regionally to ensure responsiveness to the industry’s toughest challenges, and we deliver a more efficient and streamlined distribution model on behalf of our customers.
Reporting to the General Manager, the Customer Service Manager is responsible for directing and organizing the daily Customer Service tasks, showroom activities, and telephone functions. This role will also maintain records of performance and ensure cross training of all functions with staff.
This job has a schedule of Monday through Friday 8am - 5pm.
Essential Duties:
- Hire, coach, train, counsel and motivate a team of Customer Service Representatives to provide superior service to customers, both internal and external.
- Monitor, track and enforce departmental policies, procedures and goals.
- Act as a hands on leader in all aspects of Customer Service.
- Evaluate performance, recommend salary and disciplinary actions for team members.
- Ensure incoming calls are being served promptly and in a courteous manner.
- Handle escalated customer concerns or advanced questions that demand management attention tactfully and promptly.
- Communicate with Operations Manager regarding major customer issues or complaints.
- Serve as administrator and product expert for online ordering system.
- Ensure showroom inventory is restocked and rotated on a regular basis.
- Manage order flow and open orders status.
- Oversee Will Call process to ensure a positive customer experience.
- Ensure proper staffing on a daily basis by scheduling lunches and floor responsibilities.
- Other duties as assigned.
- Minimum 5 years of experience managing and leading a Customer Service team.
- Strong organizational, leadership and communication skills, both verbal and written.
- Extensive Customer Service/sales skills with the ability to resolve issues confidentially and promptly.
- Strong computer skills including Web Based Applications, and Microsoft Suite
This position offers a competitive starting salary and comprehensive benefits program.
Minimum $65,000 Maximum $80,000 Annual Salary.
Envoy Solutions (and its subsidiaries) is an Equal Opportunity Employer. This means that we consider all applicants for employment and employees eligible for employment without regard to race, marital status or civil union status, sex, age, color, religion, national origin, veteran status, mental or physical disability, sexual orientation and/or any other characteristic protected by law. We also provide reasonable accommodations to our applicants and employees with disabilities in order to assist them in the performance of their essential job functions.
