Diaz Manufacturing LLC, a premier manufacturer of wood cabinet doors & drawers, is looking for a dynamic Customer Service Manager (CSM) to join our team on a full-time basis onsite at our Grow Ave, Montrose PA location.
We provide the building industry with high quality, innovative products at competitive prices while maintaining a reputation for quality, reliability and integrity. If you are interested in working in a team-centered environment, where each member's unique knowledge, skills, abilities and efforts define our success as a company, then Diaz Manufacturing is the employer for you!
This Customer Service Manager role is a non-exempt position working Monday through Thursday 6am-4:30pm with occasional overtime. The CSM is responsible for supporting Diaz Manufacturing external customers as well as internal customer service and management teams ensuring day to day operations, requirements and needs are met.
The CSM will lead all aspects of people management for the Customer Service Representatives (CSRs) including but not limited to training, coaching, goal setting, progressive discipline, and performance management. This position will also have “hands on” duties including assisting walk-in customers with their questions about our products, orders and payments; answer phones, and complete various office tasks such as filing, data entry, faxing and other administrative duties. This role will need to be able to be performed in a busy office environment. The CSM is an all-encompassing position that is expected to manage the customer service team members as they work closely with all accounts and customers (internal & external) to ensure satisfaction and requirements are met.
The ideal candidate must be professional, able to field customer inquiries, delegate and offer solutions, have a courteous attitude, provide excellent service to customers, support the customer service team, have excellent daily attendance and be a team player.
The CSR position is significantly varied and includes but is not limited to:
- Identify agent/team training needs. Develop training, job aides/resources & content
- Handle difficult or complex questions and escalated calls
- Providing production specifications, pricing, configuration, and availability information
- Entry of (highly configured) orders, credits, return authorizations, and order changes
- Working closely with manufacturing and sourcing organizations to ensure completion dates are accurate and that production completes on time
- Managing new account or special shipping needs, tracking key orders, and ensuring that the items will be manufactured within an expected time frame.
- Working closely with the management team, and production staff to configure and compile data for requested reports to assist in production and shipping forecasting
- Oversees all logistical needs and requirements for shipments.
Requirements:
- 3 years relevant customer service and/or call center experience and within that experience:
- at least 1 year of supervisory experience
- High School diploma or GED required; college degree or significant work experience preferred
- Excellent verbal & written communication skills with a customer service-focused attitude
- First-rate customer service and analytical skills
- Strong computer and typing skills including MS Office (Excel, Word & Outlook); 10-key calculator experience preferred.
- Outstanding organization skills with a strong attention to detail and accuracy
- Flexibility and willingness to learn at all times
- Action-oriented behavior with a drive for continuous improvement: Provide suggestions and proactively offer assistance within the office and organization
- Ability to develop and document procedural suggestions or changes
- Great team player who is also able to work individually with considerable autonomy as well as with other team members
- Ability to multi-task, follow directions, be open to change and work under pressure.
- Effectively work in an open office, fast-paced environment while meeting numerous and frequent deadlines with accuracy.
Experience:
- Manufacturing: 1 year (Preferred but not required)
Work Environment:
- Must be able to work in a standard office environment. This role routinely uses standard office equipment.
- Sedentary work – including sitting, typing, writing and or viewing computer monitor(s) for 9 to 10 hours per day.
- Exerting up to 20 pounds of force to occasionally lift, carry, push, pull or otherwise move objects.
- Ability to stand on concrete for long periods of time when working or training on the manufacturing production floor.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Equal Employment Opportunity (EEO) - Diaz Manufacturing provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Health insurance
- Life insurance
- Vision insurance
Schedule:
Work Location: In person