Customer Service Manager
About The Position
Imperial Brady is hiring a Customer Service Manager in Romulus, Michigan. The role manages direct reports and provides direction to indirect reports in the branches, ensuring customer service practices are established and followed. The manager organizes employee training, develops competence with the company ERP system and product knowledge through vendor partnerships, and guides representatives in recognizing sales opportunities and improving the customer experience. The position also handles customer orders and service issues, oversees order reporting and monitoring, and provides order statistics to executive management.
Requirements
- Bachelor’s degree in business, marketing, or a related field, or equivalent experience.
- Five years of experience managing or supervising customer service personnel in distribution or an equivalent industry.
- Five years of customer service experience in the distribution or manufacturing industry.
- Ability to operate with urgency and meet deadlines.
- Exceptional organizational skills.
- Good written and verbal communication and problem-solving skills.
- Data-entry experience and attention to detail.
- Proficiency with Microsoft Office Suite.
- Ability to cope in a stressful, fast-paced environment.
Responsibilities
- Manage direct reports and provide direction to indirect reports in the branches.
- Ensure customer service practices are established and followed by customer service employees.
- Organize training for customer service employees.
- Develop competence with the company ERP system and product knowledge through partnerships with vendors.
- Direct Customer Service Representatives to recognize sales opportunities and improve the customer experience by offering additional items or services as appropriate.
- Conduct annual reviews, raises, promotions, and terminations.
- Work with Human Resources on hiring, compensation, terminations, performance reviews, and employee issues.
- Answer customer phone calls, enter orders, and bill orders.
- Assist external customers and internal partners with shipping, pricing, billing, and other problems while providing excellent service.
- Review and audit open-order reports monthly.
- Monitor and minimize open-printed orders weekly.
- Provide executive management with weekly statistics on all orders keyed and finished.
- Prepare and send daily reports to Customer Service Representatives to support order management.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
