Customer Service Manager

ELECTRICAL EQUIPMENT CO•Richmond, VA

1d•$80,000 - $100,000•Onsite

About The Position

The Central Virginia Customer Service Manager works independently under the direction of the Branch Manager/Regional Sales Manager for the Virginia Central region. The role ensures local staff and processes align with regional and corporate objectives and helps build a culture focused on EECO’s beliefs, self-improvement, sales growth, and profitability. The Customer Service Manager leads assigned Customer Service Team members (KASs/ASRs) and helps implement and monitor processes related to EECO’s Standards of Care. The position reviews site benchmark analytics, supports staff learning and development, and develops processes to set goals, measure success, and communicate results. The role is based at EECO’s Richmond facility and requires working onsite Monday through Friday. The listed salary range is $80,000–$100,000, with eligibility for bonus incentives.

Requirements

At least five years of demonstrated leadership and coaching experience in a customer service department.
Previous inside sales experience.
Working knowledge of wholesale distribution or manufacturing.
Experience with Microsoft Office, including advanced Excel skills.
Strong communication skills.
Strong understanding of general business practices.
Ability to multitask and make daily operational decisions.
Management style characterized by integrity, dependability, leadership, self-control, and attention to detail.
Ability to work onsite at the Richmond facility Monday through Friday.
Ability to work by and speak to EECO’s cultural beliefs: Achieve Results, Delight Customers, Straight Talk, It’s Mine, Value Everyone, Think Team, and Build Trust.

Nice To Haves

Bachelor’s degree in industrial distribution or another business-related field; equivalent related experience may be considered in lieu of a bachelor’s degree.
Previous experience with Epicor P21 (ERP).

Responsibilities

Train and develop Customer Service staff in business and vendor systems, product knowledge, and customer service skills, including communication, conflict resolution, time management, and phone and email etiquette.
Develop and document standards for inside sales and administrative processes and procedures.
Define measurable goals and build analytics to validate and communicate the team’s ability to meet or exceed customer service expectations.
Review processes and benchmark analytics consistently and lead the team in continual improvement of its ability to exceed customer expectations.
Guide employees in handling difficult or complex problems and resolving escalated complaints or disputes.
Recruit, interview, and select employees.
Interpret and communicate work procedures and company policies to staff.
Regularly use and train staff on the ERP system and other systems used by the team.
Perform other activities necessary to succeed in the role.