Customer Service Manager

EECO•Richmond, VA

1d•Onsite

About The Position

The Central Virginia Customer Service Manager works independently under the direction of the Branch Manager/Regional Sales Manager for the Virginia Central region. The role ensures local staff and processes align with regional and corporate objectives and helps build a culture focused on EECO’s beliefs, self-improvement, sales growth, and profitability. The manager leads the assigned Customer Service Team, including KASs and ASRs, and helps implement and monitor processes related to the company’s Standards of Care and service-based competitive advantage. The role reviews site benchmark analytics, supports team learning and development, and develops processes for setting goals, measuring results, and communicating outcomes. It is based on site at EECO’s Richmond facility, Monday through Friday. The salary range is $80,000–$100,000, with bonus incentive eligibility.

Requirements

At least five years of demonstrated leadership and coaching experience in a customer service department.
Previous inside sales experience.
Working knowledge of wholesale distribution or manufacturing.
Experience with Microsoft Office, including advanced Excel skills.
Strong communication skills.
Strong understanding of general business practices.
Ability to multitask and make daily operational decisions.
Management approach characterized by integrity, dependability, leadership, self-control, and attention to detail.
Ability to work onsite at the Richmond facility Monday through Friday.
Ability to work by and speak to EECO’s cultural beliefs: Achieve Results, Delight Customers, Straight Talk, It’s Mine, Value Everyone, Think Team, and Build Trust.

Nice To Haves

Bachelor’s degree in industrial distribution or another business-related field; equivalent related experience may be considered instead.
Previous experience with Epicor P21 ERP.

Responsibilities

Train and develop Customer Service staff in business and vendor systems, product knowledge, and customer service skills such as communication, conflict resolution, time management, and phone and email etiquette.
Develop and document standards for inside sales and administrative processes and procedures.
Define measurable goals and build analytics to validate and communicate the team’s ability to meet and exceed customer service expectations.
Review processes and benchmark analytics consistently.
Lead the team’s continual growth in its ability to exceed customer expectations, as measured by analytics.
Guide employees in handling difficult or complex problems and resolving escalated complaints or disputes.
Recruit, interview, and select employees.
Interpret and communicate work procedures and company policies to staff.
Use and provide training on the ERP system and other systems regularly used by the team.
Carry out other activities necessary to succeed in the role.