Customer Service Manager

at Premier Building Solutions, Inc.
Location Massillon, Ohio
Date Posted April 20, 2021
Category Default
Job Type Full-time

Description

To supervise and coordinate assigned customer service functions in a manner which will ensure that customer service and related activities are performed in a professional, reliable and results-oriented manner.

Essential Functions:

  • Manage all Customer Service Department functions including order entry, returns from customers, credits, call backs to customers relating to any problems or issues with products, service, inquiries or complaints.
  • Manage customer order need dates through effective communication combined with our confirmation process.
  • Develop and maintain trusting relationships and communications with peers, the management team, and external team members, enhancing the ability to provide outstanding customer service.
  • Supervises personnel, coordinates assigned customer service functions, establishes performance   requirements, clarifies responsibilities of those supervised, conducts performance appraisals and plans for individual employee improvement.
  • Monitors CSR work to ensure external and internal customers are assisted in a professional and responsive manner so issues are resolved quickly and efficiently.
  • Ensures that customer service employees are properly trained and have adequate technical knowledge and portray a professional image.  Ensures delivery of a quality output including customer order, invoicing, back order report, pick/pack lists.
  • Promotes and assures the highest level of customer satisfaction, to both internal and external customers.
  • Supervise, develop, and coach CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects.
  • Provide hands on customer support (order entry, invoicing, logistics, and others) in all aspects of the function.
  • Ensure a safe work environment for Customer Support team.

Requirements:

Education:

  • High school diploma
  • Bachelor’s Degree in business or related field preferred

Experience/Skills Required:

  • Some experience in leading a team.
  • Minimum 5 years customer service experience.
  • Demonstrated excellent Customer Relationship Skills.
  • Demonstrated ability to effectively train new department members.
  • Strong interpersonal skills in dealing with internal and external customers.
  • Strong interpersonal, analytical and communication skills (written, spoken, listening).
  • PC literate and good working knowledge of an ERP or SAP Software and Microsoft Office Suite.
  • Ability to work cross-functionally throughout the organization.

Premier Building Solutions offers a competitive salary and benefits package, including 401(k) and 10 paid holidays.

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