Customer Service Manager

FERGUSON•South Bend, IN

1d•$4,125 - $9,075•Onsite

About The Position

The Customer Service Manager at James Martin Vanities manages the customer service team, technology, and processes to ensure service levels meet expectations. The manager works closely with associates to provide high-quality customer service and collaborates with other departments to improve processes and the customer experience. This position is based onsite at the company’s office in South Bend, Indiana. The role focuses on coaching associates, resolving problems, analyzing processes, and driving changes that benefit both customers and associates. The manager oversees daily operations and staffing, uses metrics to promote accountability, refines service processes, hires and trains associates, implements technology, and supports the team directly when needed, including handling escalated customer requests. The role also requires adherence to company compliance and Health, Safety, and Environment (HSE) policies and procedures.

Requirements

Strong communication skills, both oral and written.
Ability to work autonomously and take ownership of the role.
Ability to organize and prioritize work.
Experience using metrics or data to lead a team.
Prior experience hiring and training team members.
Strong service orientation and desire to serve internal and external customers.
Ability to build strong interpersonal relationships.
Ability to quickly learn company systems and platforms.
Knowledge of Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint, and Teams.

Nice To Haves

One to three years of prior management or leadership experience is strongly preferred.

Responsibilities

Manage daily customer service operations and staffing.
Manage customer service metrics and drive performance above expectations.
Analyze customer service metrics to promote accountability.
Coach associates and direct reports to improve the customer experience.
Document, assess, and improve customer service processes.
Hire and train new associates.
Implement technology to improve productivity and the customer experience.
Back up the customer service team when necessary and assist customers directly.
Interact with customers and handle escalated requests.
Collaborate with other departments to improve systems and processes.
Follow company compliance and Health, Safety, and Environment (HSE) policies, procedures, and requirements.