Customer Service Manager

Gypsum Management and Supply•Suwanee, GA

7d•Onsite

About The Position

The Customer Service Manager position summary indicates the primary function is to oversee customer service. The ideal candidate should thrive in a fast-paced, hands-on environment. The role involves ensuring customers are greeted warmly, their problems are determined, and orders are processed. The manager will answer customer questions, provide product and sales information, and ensure sales orders are completed on time. Developing product knowledge to assist customers with purchases and maintaining a clean and stocked showroom are also key aspects of the role.

Requirements

High school diploma or GED equivalent.
Ability to self -manage, show initiative and be comfortable meeting the public.
Be a team player, demonstrate attention to detail and have good organizational skills.
Bilingual English/Spanish
Exceptional computer skills with the ability to learn and navigate various company related software.
Demonstrated ability to work independently and on a team; ability to lead, execute and/or delegate as needed, while also collaborating with others to get the job done.
Establish and maintain effective working relationships at every level of the organization; invest in building relationships with the Field Operations and Field Support Center team members.
Ability to self-manage, show initiative, be proactive, and drive results.
Communicate professionally, both verbally and in writing to coworkers and customers

Nice To Haves

Embody the principles of servant leadership, even in a non-people management role, by putting the needs of others first, valuing diverse perspectives by sincerely appreciating and considering others’ opinions and ideas and demonstrating a positive and humble attitude.
Help champion an inclusive working environment by: Empowering others to bring their full selves to the workplace. Celebrating, welcoming, and valuing the different backgrounds and experiences that make up our workforce. Recognizing that all team members are valued, regardless of race, background, tenure, or title.

Responsibilities

Ensure that customers are greeted warmly and determine problems, orders or other reasons for calling.
Ensure that customer questions are answered and assist if additional product and sales information is needed.
Oversees that sales orders are completed on time.
Develop product knowledge to assist customers with purchases.
Ensure showroom is clean and properly stocked.
Identifying skill gaps, leading training programs, and empowering agents to de-escalate calls.
Maintaining high team morale and reducing agent burnout in stressful environments
Planning staffing levels, anticipating seasonal volume, and managing departmental budgets
Designing workflows, managing sales order routing, and setting departmental process