Summary
At Bradshaw Home, we pride ourselves in providing exceptional customer service and we understand that a highly motivated, results-oriented Customer Service Manager with strong leadership skills is key to our success. We're currently seeking a reliable and enthusiastic professional to join our team as the Manager of Customer Service. This role reports to our Senior Director of Customer Service and Transportation and is responsible for overseeing the day-to-day operations and activities of our customer service team. The ideal candidate is someone who thrives in a fast-paced environment and is a successful change agent, with a customer-centric mentality and a relentless focus around continuous improvement. He or she will bring resourcefulness, organization, stellar communication skills and a background in leadership, to this role. With a knack for keeping cool under pressure, our Manager of Customer Service will exemplify excellence in quality, trust, value, and service.
Duties and Responsibilities
- Oversee day to day operations of our growing customer service department including but not limited to; order processing and invoicing, customer communication, maintaining customer price catalogs, and new customer setup and maintenance.
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Oversee day to day operations of our mailroom and front desk coordinators.
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Participate in new employee hiring and coordinate new employee onboarding and training.
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Responsible for case fill rate and service improvement(s) from a Customer Service standpoint.
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Lead order management improvement initiatives, with succinct end-to-end strategy and roadmap.
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Strategize ongoing success and efficiency through process improvement.
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Develop, implement, document, and uphold customer service processes and procedures, ensuring they align with the company's mission and core values.
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Performance management for all direct reports, including goal setting, mid-year and end of year reviews.
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Lead and grow a dedicated team of customer service representatives, providing training, guidance, coaching and support as needed.
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Provide leadership advice to the customer service department including succession training, coaching, and monitoring.
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Work closely with our operations, sales, procurement, and accounts receivable teams fostering an environment of cooperation and collaboration.
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Implement checks and balances to ensure customer service supervisors are reviewing past due orders and the open order report daily.
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Ensure all internal and external communications are addressed and replied to within 24 hours.
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Track, analyze and report on customer service metrics to drive improvement and efficiency.
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Effectively manage new system upgrades and implementation to improve internal operations processes.
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Ensure smooth and professional communication between the customer service team, sales, and operations.
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Maintain an eagle eye over every customer service touchpoint to identify and prioritize areas of opportunity.
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Perform additional tasks as requested by the Senior Director of Customer Service to meet business needs.
Minimum Job Requirements
- Bachelor's degree.
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8+ years of relevant customer service experience with an emphasis in order processing.
- 5+ years of experience in a management role overseeing at least 10 individuals.
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Experience working in the consumer goods industry in preferred, but not required.
- Proficient in Microsoft Office; specifically, Outlook and Excel, Word, Powerpoint and Access and web-based applications.
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Experience working with an order management software and ERP system.
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Experienced in performance management, writing, and delivering annual performance reviews.
Knowledge and Skills Required
- Excellent written and verbal communication skills, with the ability to effectively and persuasively communicate both internally and externally.
- Strong work ethic with a “never-settle” attitude.
- Ability to engage, inspire and motivate team towards achieving individual and company-wide goals.
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Service oriented with exceptional interpersonal and leadership skills.
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Demonstrated ability to multi-task, problem solve and maintain professional in stressful situations.
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Demonstrated sound judgment and decision-making skills with a results-oriented approach.
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Leadership and team building skills, with the ability to facilitate high team moral.
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Strong problem-solving skills with the ability to identify and analyze complex problems, to develop, evaluate options, and implement solutions.
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Excellent organizational skills with the ability to prioritize and multitask effectively.
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Ability to hold your team accountable to deliver individual and departmental results.
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Strong attention to detail.
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Self-starter with high energy.
Benefits
- Competitive Pay
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Medical, Dental and Vision
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401(k)
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Holiday Pay
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Paid Time Off
Schedule
- Monday through Friday from 8:00 AM to 5:00 PM.
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Hybrid position: candidate must work Tuesday-Thursday from our Rancho Cucamonga office.