CUSTOMER SERVICE MANAGER

Our manufacturing company operates five manufacturing plants, four distribution warehouses, and five sales offices. We pride ourselves that over the years, our constant has been the persistence of our Founder's original vision: To supply lumber and building material dealers with a wide selection of quality products, knowledgeable and responsive service, and fair prices. Over half of our employees have been here for 20+ years - a direct reflection of our company's commitment to excellence.

The customer service manager is responsible for providing outstanding customer service to our customers by developing effective customer service procedures, implementing customer programs, and setting customer satisfaction goals. In addition to this, you will be responsible for ensuring that customers are always satisfied. Duties include supervising and managing the customer service team, training staff members to provide the highest standards of customer service, and ensuring that all company policies are followed. Additional tasks are comprised of handling customer inquiries and resolving customer problems.

Supervisory Responsibility

This position is responsible for the Customer Service Department.

Salary Range: $85,000 - $105,000 (Based on experience)

Work Environment

This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Essential Functions

• Supervise day-to-day operations in the customer service department.
• Interact and respond to customer service issues and claims in a timely manner.
• Create effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Hire new customer service representatives and train them based on your expertise.
• Maintain accurate records and document all customer service activities and discussions.
• Assess service statistics and prepare detailed reports on your findings.
• Manage the approved budget of the customer service department.
• Works closely with Outside Sales Representatives, Order Processing Manager, and Operations Manager to coordinate a successful relationship with assigned Customer Service Representative.
• Maintains customer database: updates data and communicates necessary changes to the organization.
• Takes ownership in achieving the annual sales plan assigned to the Customer Service Department.
• Participates in product and self-improvement training.

Competencies

• Customer/Client Focus.
• Computer literate.
• Numeric, Oral, and Written Proficiency.
• Teamwork Orientation.
• Technical Capacity.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Physical Demands

Prolonged sitting and terminal use and minimal lifting of office equipment and supplies. Overtime may be required.

Position Type and Expected Hours of Work

This is a full-time position. Typical days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Some flexibility in hours is allowed, but the employee must be available during the core work hours.

Requirements:

• Proficiency in Microsoft Office and customer service software.
• AS400 experience preferred but willing to train.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.

Education

• Bachelor’s degree in Business Administration or relevant field.

Experience

• A minimum of 5 years of proven experience in a customer service position, preferably in a manufacturing environment.
• Architectural and/or Residential Door knowledge is preferred but not required.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental Insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

T.M. Cobb/ Haley Brothers, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.