Customer Service Manager

GCC • Akron, IA

10d

About The Position

Responsible for the processes and systems related to servicing customers and support of sales staff. Directs the delivery of administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction. Provides team members with the appropriate training, tools, direction and motivation to enable their success.
Cultivate a positive work environment and positive safety culture in area of responsibility. Build individual accountability and rewards/recognition into safety approach and company goals
Staff department with qualified personnel and provide guidance and training to assure meeting or exceeding goals and objectives
Utilize benchmarking performance reports for measurement of sales activity and operations performance
Provide ongoing training and direction to team members to ensure continued measuring of performance in all areas
Maintain regular communications to ensure full awareness of system enhancements and functionality of the systems
Contribute to and follows written policies, procedures, and best practices for the customer service team
Ensure employees have appropriate training and other resources to perform their jobs
Lead and manage a team of customer support representatives, providing guidance, and feedback for high performance and continuous improvement
Knowledge of appropriate DOT regulations
Facilitates daily meetings to review the next day's orders and projects with members of management
Collaborate with cross-functional teams to optimize the customer journey, ensuring a seamless and positive experience from order entry to post-sales support
Ability to handle any safety related issues that may arise

Requirements

• High School Diploma or GED
• 5+ years of more of Sales and Operations experience preferred.
• Command Batching system experience required.
• Demonstrated proficiency with computers to include knowledge of department systems and Microsoft Suite (Excel, Word, PowerPoint, Outlook)
• 1+ years leadership experience required
• Strong management, interpersonal, analytical and computer skills.
• Able to interact and clearly communicate with internal and external personnel, customers and supporting agencies.
• Order entry and dispatching system experience required.

Nice To Haves

• Associate degree preferred.
• Management education or experience preferred.

Responsibilities

• Servicing customers and support of sales staff
• Delivery of administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction
• Provide team members with the appropriate training, tools, direction and motivation to enable their success
• Cultivate a positive work environment and positive safety culture in area of responsibility
• Build individual accountability and rewards/recognition into safety approach and company goals
• Staff department with qualified personnel and provide guidance and training to assure meeting or exceeding goals and objectives
• Utilize benchmarking performance reports for measurement of sales activity and operations performance
• Provide ongoing training and direction to team members to ensure continued measuring of performance in all areas
• Maintain regular communications to ensure full awareness of system enhancements and functionality of the systems
• Contribute to and follows written policies, procedures, and best practices for the customer service team
• Ensure employees have appropriate training and other resources to perform their jobs
• Lead and manage a team of customer support representatives, providing guidance, and feedback for high performance and continuous improvement
• Knowledge of appropriate DOT regulations
• Facilitates daily meetings to review the next day's orders and projects with members of management
• Collaborate with cross-functional teams to optimize the customer journey, ensuring a seamless and positive experience from order entry to post-sales support
• Ability to handle any safety related issues that may arise

Benefits

• GCC offers a very competitive benefits program including paid time off, medical, dental, vision, short and long-term disability insurance plans, and a 401K.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED