Job Overview:
We are seeking a dedicated Customer Service Manager to join our team. The ideal candidate will oversee the customer service operations, ensuring exceptional service delivery and customer satisfaction. This role requires strong leadership skills and the ability to manage a team effectively.
Responsibilities:
- Determine staffing requirements for reception, invoicing, order entry and customer service.
- Execute edits to ensure order accuracy, distribute daily acknowledgments, and process order changes.
- Calculate all catalog list prices.
- Maintain accurate pricing to the IT department for both Lite Builder and Order Maintenance programs.
- Distribute list of Lite Builder changes to Marketing for customer announcement.
- Provide product updates to order entry, customer service and invoicing.
- Handle questions and complaints from customers and staff.
- Work with outside sales staff on a daily basis providing product information and custom quotations.
- Obtain quotations from both Centor and Slide Works for all folding, multi-slide and lift and slide doors.
- Collaborate with the General Manager and Plant Managers for approvals on custom requests.
- Serve as Company Representative at National Sales Meetings and International Builders show.
- Present product pricing updates at National Sales Meetings.
- Responsible for customer notifications, in writing, of any special pricing concession request.
- Manage and lead the customer service team to deliver high-quality service
- Develop and implement customer service policies and procedures
- Handle escalated customer inquiries and complaints
- Monitor customer service metrics and prepare reports for management
- Train, mentor, and coach customer service representatives
- Collaborate with other departments to improve overall customer experience
- Utilize POS systems for transactions and inventory management
- Drive sales through effective customer engagement and upselling strategies
Requirements:
- At least 4 years of proven experience in Management, including recruitment, training, and supervision of staff
- Fenestration experience desired
- Strong negotiation skills to handle challenging situations effectively
- Exceptional leadership abilities to motivate and guide the team towards goals
- Superb communication skills to interact with customers and resolve issues promptly
- Excellent organizational, written and verbal communication with internal and external customers.
- Proficient computer skills and knowledge of Microsoft Windows and Windows based programs.
- Occasional travel required.
- Ability to take initiative and make decisions.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Retirement plan
- Vision insurance
Experience level:
Shift:
Weekly day range:
Experience:
- Customer service: 4 years (Required)
Ability to Commute:
- Merrill, WI 54452 (Required)
Work Location: In person