Customer Service Manager
About The Position
Jaeckle Distributors is seeking an experienced, team-oriented Customer Service Manager to lead their customer service department. This role is based at their headquarters in Madison, WI. The Customer Service Manager will collaborate with Field Sales, Operations, Purchasing, and Product Management teams. Key responsibilities include acting as a point of contact for complex customer issues, identifying service improvement opportunities, and implementing process enhancements. The manager will also oversee department staffing, manage call queues, coach team members by reviewing call recordings, and directly assist customers to ensure professional and effective issue resolution. This is a hands-on role that may involve taking inbound customer calls, assisting with order placement, and checking stock. Teamwork, strong communication, and a customer focus are essential for success. The company is a third-generation, family-owned business founded in 1958, partnering with businesses across 11 states and emphasizing core values.
Requirements
- Excellent communication and interpersonal skills with the ability to build rapport and maintain positive relationships with internal and external customers.
- Passion to help people.
- Positive 'how can I help' attitude.
- At least five years of customer service management experience.
- Experience in a call center environment managing a call queue.
- Readiness to learn new systems and processes to build and expand expertise.
- Interest in learning about new products.
- Pride in work ethic and attention to detail.
Responsibilities
- Act as a point of contact and escalation to resolve complex customer issues.
- Proactively identify opportunities for service improvements.
- Recommend and implement process enhancements.
- Monitor and coordinate department staffing levels.
- Manage incoming call queues.
- Review call recordings to coach team members.
- Work directly with customers to ensure any issues are resolved professionally and effectively.
- Provide 'hands on' help when needed, including taking inbound customer calls, assisting with placing orders, and checking stock.
Benefits
- Aggressive PTO plan
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
