Customer Service Manager
Air Distribution Technologies Careers•Plano, TX
•Onsite
About The Position
Responsible for all facets of the customer service department, including order entry, customer service representatives, and their interaction with reps, factories, direct customers, other departments, and outside vendors. Duties also include oversight of model maintenance, customer maintenance, and pricing administration of pricing, invoicing, and credits. Maintains customer satisfaction by providing problem-solving resources.
Requirements
- Associate’s in applied science (A.A.S.) Degree in Business, Management or related field from an accredited University or College, Bachelor’s preferred.
- 6 years of Customer Service experience leading teams.
- Must be able to creatively solve problems while using the materials and facts at hand.
- Excellent interpersonal skills and flexibility to work on multiple projects and assignments are critical.
- Intermediate understanding of iSeries (AS400) and MacPac CRM.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports, business correspondence, and procedural manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, peers, and the public.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Knowledge of MS Excel Spreadsheet software and MS Word, MS PowerPoint Word Processing software.
Responsibilities
- Accomplishes customer service objectives by selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning; monitoring, appraising, and reviewing job contributions, enforcing policies and procedures
- Develops, organizes, administers and controls standards and procedures for Customer Service Rep and Order Entry personnel.
- Evaluates and conducts performance reviews, identifying problems with performance and developing solutions to those problems.
- Helps develop standard operating procedures, forms, systems, policies and procedures to facilitate continuous improvements in efficiency and service.
- Facilitate changes in procedures, forms, practices, personnel assignments and equipment.
- Communicates updates, changes, and new policies to CSRs, and Order Entry personnel regarding other departments.
- Provides various sales analysis reports for customers and sales staff.
- Sets up new and maintains existing customer accounts.
- Utilizes iSeries (AS400) and MacPac CRM for tracking the customer relationship interaction
- Resolves customer service requests, questions, and complaints, frequently requiring analysis of situations to determine best use of resources.
- Meets with other managers to discuss possible improvements to customer service.
- Investigates and solves customers’ problems, which may be complex or long-standing problems. that has been passed on by CSR’s or management.
- Manages Key projects as assigned.
- Approves invoices for payment to temporary employees.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
