Customer Service Manager

Employee Owned Holdings, Inc.•Tampa, FL

About The Position

GCC is looking for a Customer Service Manager to take the next step in their career and join our 100% employee-owned company. The Customer Service Manager ensures that customer needs are satisfied, aiming to provide excellent customer service and promote this throughout the organization. This role leads a team including a Lead Customer Service Representative, Customer Service Representative, Customer Service Technical Support, Returns Coordinator, Literature Room Coordinator, and Receptionist.

Requirements

Bachelor’s Degree in Business or Engineering.
Minimum of 5 years of experience in Customer Service and management.
Experience working in an ISO 9001 environment is a plus.
Strong product and pricing skills. Ability to answer model number, light function explanation and pricing for all GCC product lines.
Sound problem-solving skills. Ability to make decisions demonstrating initiative and assertiveness.
Strong interpersonal skills. Ability to work well with customers; team members; and individuals in other departments.
Good communication skills. The ability to articulate technical and conceptual information in a clear, concise and effective way.
Proficient in Microsoft Office (Word, PowerPoint, Excel, and Outlook).
Displays attention to detail.

Nice To Haves

Experience working in an ISO 9001 environment

Responsibilities

Manage the Customer Service department personnel, including workloads, task assignments, and coordinating backup for absent employees.
Train staff to deliver a high standard of customer service.
Evaluate employee performance, including annual reviews.
Maintain departmental vacation calendar.
Monitor and report departmental performance metrics.
Interact with customers, Principal Manufacturers, and other GCC departments regarding delivery, service, and quality issues.
Coordinate order requirements and delivery schedules with managers, Production, and Shipping personnel.
Follow company policies and procedures.
Support and participate in the organization’s continual improvement program to conform to ISO 9001 requirements and understand the implications of not conforming with the Quality Management System.
Ensure processes are delivering their intended outputs.
Ensure the promotion of customer focus throughout the organization.
Act as ISO Management Representative, demonstrating leadership and commitment to the quality management system by taking accountability for its effectiveness, establishing quality policy and objectives, integrating QMS requirements into business processes, promoting process approach and risk-based thinking, ensuring resource availability, communicating the importance of quality management, ensuring the QMS achieves intended results, engaging and supporting personnel, promoting improvement, and supporting other management roles.
Other duties as assigned.