Customer Service Manager

SunSource • Denver, CO

7d

About The Position

As the Customer Service Manager, you will be responsible for managing a team of Customer Service Representatives who are the initial point contact for our customers. The Customer Service Manager will ensure effective, efficient, and customer-oriented support for all customers. The CS Manager will provide staff support and motivation, as well as develop and implement short and long-term plans for the team and the department in alignment with company objectives and strategic plans.

Requirements

• 5 years’ supervisory / management experience in customer service setting.
• Project management experience.
• Strong verbal, written, analytical and leadership skills.
• Proven ability to effectively educate, lead, and engage employees.
• Experience in employee performance management, delivering performance improvement plans and conducting performance reviews.
• Excellent leadership skills with the ability to motivate employees to perform at peak standards.
• Ability to manage the escalation process with strong follow-through and attention to detail
• Liaison with internal and external stakeholders
• Strong coaching and mentoring skills.
• Proficiency with the Microsoft Office suite products including Excel and Word.

Nice To Haves

• Familiarity with fluid power, motion control and/or automation products.

Responsibilities

• Supervise day-to-day operations in the Customer Service Department, with a goal of providing outstanding customer service to our customers.
• Create and implement effective customer service policies, standards and practices designed to improve the customer experience and satisfaction.
• Clearly define and communicate all goals and standards to the team.
• Maintain team’s accountability for operational and business goals.
• Develop, mentor, and lead diverse personalities and talents to create a strong and well- functioning team.
• Coordinate technical, service, and selling skills training for members of the Customer Service team.
• Prepare and deliver periodic performance appraisals intended to establish mutual goals, recognize employee accomplishments, and foster professional growth and development.
• Manage and enhance interdepartmental working relationships to improve response times, the quality and accuracy of deliverables, and, ultimately, customer satisfaction.
• Develop and enhance relationships with key vendors and customers.
• Work with management to establish, implement, monitor, and manage pricing matrices.
• Maintain and oversee staffing requirements.
• Have direct Customer Service responsibilities for at least one significant customer within the district
• Engage as backup Customer Service Rep as necessary during team vacations or leave
• Work directly with Regional Sales Manager
• Travel once or twice a quarter to SLC and Boise, ID.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 101-250 employees