Customer Service Manager

Position Summary Manages and directs the daily activities of the Customer Service, Warehouse, Shop and VMI Fulfillment team(s). Make recommendations to improve productivity, quality, and efficient delivery of products and services; maintain compliance with company policies and procedures and implement plans to accomplish goals. Leads and directs the work of others and determines workflow and scheduling. Sorts out problems and priorities and is proactive with problem solving for both customers and employees. Ensure that all customers are assisted in a professional, courteous, reliable, honest, and responsive manner and that their customers’ needs or complaints are dealt with in a timely manner. Essential Functions Aids Regional Manager on achieving annual revenue, profit, and staffing plans. Hire and maintain a productive staff. Supervise, mentor, and develop a team of Customer Service Representatives and other positions as directed by Regional Manager. Provide regular performance feedback, conduct evaluations, and implement performance improvement plans when necessary. Manage scheduling, workload distribution, and daily staffing needs to ensure adequate coverage. Foster a positive, collaborative, and customer-focused team culture. Assists with processing of customer telephone orders, walk-in customers, price, and delivery inquiries, quoting of products and quoting on Hydraulic Power units and other fluid power customers. Manage all incoming customer inquiries via phone, email, and other communication channels to ensure timely and accurate customer service experience. Manage order entry, returns, and customer account updates for accuracy and compliance with company policies. Handle escalated customer issues professionally and efficiently. Ensure the team follows established procedures and meets departmental service standards. Identify opportunities to enhance customer service processes, tools, and workflows. Identifies resources needed and assigns individual responsibilities under the direction of Regional Manager. Maintains a high level of organization, attention to detail and focus on excellence. Develop and implement improved procedures to increase efficiency and customer satisfaction by ensuring teams collaborate with Outside Sales team to work together to support the customer’s needs. Track, analyze, and report on key metrics. Maintain knowledge of products, company policies, and system updates to ensure consistent and accurate information is provided to customers and CSR team(s). Create and deliver training programs for new hires and ongoing training for existing team members. Ensure team members are knowledgeable about products, services, and systems. Provide coaching to support employee growth and improve performance. Work closely with Sales, Operations, Accounting, and other departments to resolve issues and support seamless customer experiences. Communicate customer trends and feedback to leadership to…