Manager, Customer Service

The Customer Service Manager sets a clear mission and ensures that strategies for excellent service standards are executed and upheld by the service team. Develops service procedures, policies and standards that create engaged customers, improves their experience and facilitates organic growth. Ensures customer issues are followed through to resolution. Tracks performance and generates reports for analysis. Seeks opportunities for improvement of processes. Develops and mentors the team to perform with excellence. The CSM reports directly to the Chief Sales Officer.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Building sustainable relationships and trust with customer accounts through open and interactive communication.
• Improve Customer Service experience, create engaged customers and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused on that mission.
• Develop service procedures, policies and standards.
• Keep accurate records and document Customer Service actions and discussions.
• Oversees EDI orders and ensures proper management.
• Analyses statistics and compile accurate reports.
• Mentor and develop Customer Service agents and nurture an environment where they can excel through encouragement and empowerment.
• Research industry developments and apply best practices to areas of improvement.
• Control resources and uses assets to achieve qualitative and quantitative goals.
• Adheres to and manages the approved budget.
• Maintains an orderly workflow according to priorities.
• Other duties as assigned.

Qualifications:

High school diploma or equivalent. Minimum 3 to 5 yrs. supervisory experience as well as “direct to consumer” Customer Service, sales with national retailers, EDI communications and retailer portals or similar. Must be a dynamic individual who thinks strategically and leads by example. Excellent leadership, interpersonal, communication and Customer Service skills. Self-directed with advanced analytical, problem-solving, time-management, multitasking and organizational skills. Ability to successfully manage the daily flow of the department. Ability to work within a team environment. Attentive and patient with the ability to find the positive in any situation. Strong computer skills are required; MS Office and experience with the EDI process and retail client portals required.

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus opportunities

Ability to Relocate:

• Akron, OH 44305: Relocate before starting work (Required)

Work Location: In person