Customer Service Manager

EECO•Norfolk, VA

19h•Onsite

About The Position

The Customer Service Manager will work independently, under the direction of the Regional Sales Manager/Branch Manager for the Tidewater region, to ensure the local staff and processes are meeting and aligned with our regional and corporate objectives. This position will assist in creating a culture centered around our beliefs, self-improvement (knowledge, skills and abilities), growing sales and increasing profitability. The Customer Service Manager (CSM) will have leadership responsibilities for those assigned to the Customer Service Team (Key Account Specialists & Account Service Reps). The CSM will assist in implementing and monitoring all processes related to our Standards of Care, emphasizing our service based, competitive advantage. The CSM will work to review the site’s benchmark analytics, assist the team with learning and development opportunities, and develop processes that will assist us in determining our goals, measuring our successes and communicating the results to the team.

Requirements

A bachelor’s degree in industrial distribution or other business-related degree is preferred. Equivalent related experience will be considered in lieu of a bachelor’s degree.
At least five plus years of leadership and coaching skills demonstrated in a customer service department.
Previous inside sales experience.
A working knowledge of wholesale distribution or manufacturing.
Experience with Microsoft office package with advanced skills in excel.
Strong communication skills.
Strong understanding of general business practices.
Ability to multi-task and make daily operational decisions.
A management style that includes integrity, dependability, leadership, self-control and attention to detail.
Ability to work on site at Richmond facility Monday-Friday.

Nice To Haves

Previous experience with Epicor P21 (ERP) preferred.

Responsibilities

Training and development of the Customer Service staff to include business and vendor systems, product training, and soft customers services skills which include communication, conflict resolution, time management, and phone/email etiquette.
Develop and document standards for all inside sales and administrative processes and procedures.
Define measurable goals and build analytics that validate and communicate our ability to meet and exceed customer service expectations.
Consistent review of processes and benchmark analytics. Responsible for leading the team to continual growth in our overall ability to exceed customer expectations as measured by analytics.
Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
Recruit, interview, and select employees.
Interpret and communicate work procedures and company policies to staff.
Regular user and trainer of the ERP system along with other systems the team uses regularly
Other duties as assigned to be successful in this role.