Customer Service Manager

We are seeking a talented and experienced customer-focused professional to join our team as a Customer Service Manager. In this role, you will be a key role in ensuring the highest level of customer satisfaction and manage the daily Customer Service operations, ensuring our customers receive exceptional support while resolving complex issues.

The Customer Service Manager is a role model and leader that makes informed decisions and manages a team of Customer Service representatives. This includes hiring, providing coaching, training, and professional development opportunities to drive excellent performance. This is a fun and rewarding environment where you will work closely with your teammates – which is great because we make a point of hiring people who will really enjoy working together!

This opening is for a full-time experienced professional to join our Customer Service team based in our La Vista, NE, or Lenexa, KS location. This position is for 40 hours a week, Monday through Friday, 8 AM – 5 PM.

WHO WE ARE

Joining our family means collaborating with a team that cares about YOU. As an authorized Swagelok sales and service center, our company maintains regular business hours, meaning no crazy or overnight hours for you. We want people to enjoy a healthy work-life balance. With us, you will collaborate with customers and clients of a top-notch product in its industry. Our company focuses on quality, integrity, and respect in all that we do, yet continues growing to meet our customers’ evolving needs.

WHO YOU ARE

You are engaging and energizing, known for your positive attitude and optimistic approach. You are self-motivated and eager to lead a motivated team. You enjoy collaborating with customers directly. You are anxious to contribute your ideas and perspectives, eager to learn and ready to help our great company grow.

We are looking for someone who:

• Possesses strong leadership skills, leads by example, and strives for excellence
• Understands the importance and impact of leading a great Customer Service team
• Has demonstrated excellent verbal, listening and written communication skills
• Is organized, goal oriented, a finisher, and one who loves fostering team collaboration
• Is comfortable learning and leading our business system, SAP Business One, and Zen Desk

WHAT MAKES YOU SUCCESSFUL IN THIS ROLE

• Initiative-taker who has the ability to critically think about Customer Service interactions, identify areas of improvement and execute projects
• Commitment to learning and innovating and leading on the job
• Encourages team collaboration
• Mechanical or technical aptitude – you enjoy learning how things work
• Earning the trust of our customers as a “go-to” source for expertise, perspective, and ideas

WHAT YOUR DAY LOOKS LIKE

· Leads the Customer Service team while collaborating on initiatives that impact the broader organization; this includes overseeing the activities such as order entry, daily reporting, open orders, technical support, large quote and order review and customer walk-ins

· Oversees Customer Service quality activities such as customer complaints, product return, product incident, non-conforming product, and customer satisfaction

· Recruits and hires the most qualified applicants to meet the needs of the Customer Service department

· Trains and coaches the Customer Service team in policies and procedures

· Maintains the Customer Service team morale and healthy inter-departmental relationships through teambuilding and other activities

· Conducts bi-annual reviews with each member of the Customer Service team

· Monitors and approves attendance, PTO, and schedules work for direct reports

· Provides timely and helpful responses to all inquiries, quote request, and order confirmations via any incoming method (phone, digitally, walk-in)

· Answers customer questions about products, prices, and availability

· Uses the business system to process quotes, orders, shipment tracking, etc.

· Participates in a team and/or project (s) that contributes to the Strategic Plan or other initiatives to continuously improve the organization

· Develops, measures and tracks metrics for KPS’s to report on the health of Customer Service and identify areas of Continuous Improvement

· Works with leadership to identify performance goals and strategies related to Customer Service bonuses

· Conducts ongoing learning to become a subject-matter expert in an area needed to continue the Evolution of the Customer Experience

EDUCATION & EXPERIENCE

• Four-year degree is required
• Four years of Customer Service experience is required; Four years of leadership experience is preferred
• Industry experience in instrumentation or process industries is preferred
• Proficiency in Microsoft programs including Word, Excel, Outlook, and Teams required
• Ability to travel up to 10-15%

ATTRACTIVE TOTAL REWARDS PACKAGE

We offer a competitive total rewards package that includes:

• Medical, Dental & Vision Insurance – majority of premiums paid by the company for you and your family
• Company-paid Life Insurance/ADD and Long-Term Disability
• 401(k) with a substantial company match
• Paid holidays and vacation time, starting at 3 weeks of PTO
• Paid Volunteer Time
• Tuition reimbursement for continuing education
• Dynamic workplace culture
• Parental Leave
• Annual tier bonus opportunity
• Salary - $80,000 – $90,000

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $80,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Experience level:

• 4 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Ability to Relocate:

• La Vista, NE 68128: Relocate before starting work (Required)

Work Location: Hybrid remote in La Vista, NE 68128