Manager - Customer Service

Manages the day-to-day activities of the Customer Service team. Ensures the Customer Service Representatives meet the customer needs and demands. Troubleshoots problems and answers complaints.

RESPONSIBILITIES:

• Supervises Customer Service representatives within the branch while providing the tools to ensure the best service possible.
• Utilizes the company's training curriculum to define training expectations of the Customer Service representatives.
• Available to the CSRs, as the authority, to help solve the daily issues arising with customers and departments.
• Management such as; manages staff to support the overall performance of the branch's Customer Service department, which includes but is not limited to: hiring, wage determination, performance review and improvement, discipline, and dismissal.
• Provides example leadership in creating an environment that motivates and raises employee morale by portraying a service oriented philosophy in a business-like and professional manner.
• Reports abilities and or deficiencies in processes as they affect the level of service and profitability of the company.
• Performs functions required to gather and report information to the branch or regional operations manager, and others concerning the branch's level of Customer Service.
• Schedules CSR workloads, monitors time and accrual or hours worked, and determines overtime requirements based on the needs of the company. This includes approving all CSR vacations and leave of absences.
• Manages all open orders, quotes, returns, claims, pricing discrepancies, etc., until the issues have been resolved.
• Approves all credits, other than simple returns, to SupplyNet branches other than those which are being handled personally by the branch or operations manager.
• Manages all elements associated with establishing and maintaining contract pricing for customers.
• Communicates directly with customers, suppliers, and co-workers to help resolve issues when necessary
• Performs other duties as assigned

REQUIREMENTS:

• Bachelor's Degree preferred.
• Minimum 5 years of experience as Customer Service Representative.
• Minimum 2 years of experience in a people-leadership position.
• Strong working knowledge of software using the internet, MS Windows, JDE, and approvals.
• Demonstrated excellent project management skills.
• Demonstrated excellent communication skills, both verbal and written.