Customer Service Manager

Chadwell Supply•Tampa, FL

5d•Hybrid

About The Position

The Customer Service Manager is responsible for the performance of the Customer Service Representatives, facilitating the sale of stock items to Chadwell Supply customers, as well as accurately quoting pricing and delivery. The Customer Service Manager monitors the incoming call queues and helps with scheduling to ensure all queues are covered and acceptable hold times are maintained. In addition, the Customer Service Manager participates in the recruiting, hiring, and training of new employees and approves timecards, administers performance reviews, and applies disciplinary measures as appropriate, all while coaching and developing their employees to be successful at Chadwell Supply.

Requirements

A high school diploma or GED is required.
A minimum of 5 years of customer service experience is required, with at least 2 years in a Manager or equivalent leadership role.
Demonstrated customer service skills and focus.
Excellent communication, organizational and time management skills.
Excellent interpersonal skills.
Advanced verbal and written English language skills.
Advanced ability with MS Office Suite products (Word, Excel, PowerPoint, and MS Outlook) and SalesPad.

Responsibilities

Ensure appropriate training of all new Customer Service Representatives on SalesPad.
Monitor all queues on the Switchboard to achieve acceptable hold times.
Monitor calls and identify areas of performance that need to be addressed through additional training.
Facilitate the mailing of all weekly invoices and monthly statements.
Process all credit card refunds for merchandise purchased with a credit card.
Maintain and update the time-off schedule and all PTO requests.
Oversee the handling of the order review order, web, return review and payment review queues.
Print and post daily and weekly call reports, including average talk time, and queue hold times.
Facilitate monthly Customer Service meetings and monthly Team Lead meetings to increase accountability and encourage good morale on the floor.