SUMMARY:
The Customer Service Manager ensures customers receive outstanding support and all customer needs are met through email, phone calls, and the ecommerce site. This role is focused on expanding relationships with existing customers by handling inbound and outbound inquiries, processing orders, and promoting additional products and services. The Customer Service Manager role creates customer support policies and procedures, hires, trains, and coaches direct reports.
JOB DUTIES
Responsible for hiring, developing, and managing direct reports.
Identifies training needs and provides on the job training or mentoring on operating procedures and other work guidelines.
Observes, ask questions, and coaches employees to detect variations and improve quality and productivity measures. Puts corrective actions in place.
Provides assistance and guidance to internal employees.
Standardizes policies, procedures, and performance metrics to ensure all direct reports are judged by the same measurements and criteria.
Facilitates communications on inquiries and orders, expedite orders, and update customers as needed.
Defuses unhappy customer situations that haven't had their needs met by lower level employees.
Coordinates approval on pricing levels that deviate from system pricing and RMA/CM requests.
Ensures direct reports follow ISO/quality guidelines and manages daily reporting.
Provides buy/sell guidance on non-stock inquiries.
Responsible for achieving specific sales goals.
Responsible for being the subject matter expert on the web portal and can adeptly guide others using any means of communication.
Performs other duties as assigned.
EDUCATION & EXPERIENCE
Typically requires a bachelor’s degree and five (5) or more years of related experience or an equivalent combination.
KNOWLEDGE, SKILLS, ABILITIES
Proficient with Microsoft Office.
Leadership, communication, relationship and people management skills required.
Excellent interpersonal and team management skills.
Strong analytical and organizational skills.
Numerical abilities and problem-solving attitude.
Excellent written and verbal communication skills.
Demonstrated ability to use mediation and conflict resolution techniques.
Financial acumen required.
Customer relations skills including but not limited to skillful listening, presentation, strong critical thinking and problem solving.
SUPERVISORY RESPONSIBILITY:
More than 10 Direct Reports
COMPANY INFORMATION:
Motion offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition reimbursement, vacation, sick, and holiday pay.
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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.