CI Assistant Customer Service Manager

Organizational Overview:

Solmax develops solutions and systems infrastructures in environmental market applications transportation, building sites, water management, natural resources, agriculture, horticulture, and other industrial applications. The company’s value is delivered to the market through its knowledge of synthetic extruded liner, woven, nonwoven, knitted, and netting products in customer applications. Solmax is organized regionally with management teams and production locations in the Americas, Europe/Middle East and Asia.

The Solmax Americas business services the North and South American markets through manufacturing locations in Quebec, Georgia, Texas, South Dakota, and South Carolina.

Position Overview:

Solmax’s Civil Infrastructure (CI) Customer Service Group provides industry-leading service through diligent and proactive work both internally, among different departments, and externally, to our customers. The Assistant Customer Service Manager (ACSM) will support the Customer Service Manager (CSM) in managing the CI Customer Service group. Responsibilities include management of personnel, policies, systems, and training, all in a manner to provide excellent customer service, increase customer satisfaction, loyalty, and retention.

Essential Job Functions:

• Promote a “Service Mentality” within the group through by leadership by example
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused on that mission.
• Develop and implement service procedures, policies, and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Recruit, mentor and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Adhere to, and manage, the approved budget.
• Ability to solve problems in a timely manner.

Basic Qualifications:

• Strong “Service Mentality” – have a keen, personal interest in developing and mentoring people, resolving issues quickly and professionally, and demonstrating a sincere commitment to support those around you: “I want to help you”
• Bachelor’s Degree in an applicable field
• Minimum 5 years of relevant experience as a Customer Service Manager or Assistant Manager
• Experience in providing customer service support.
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases, and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead.
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Proficient in technical tools and applications for efficient communication (Microsoft Office Suite apps, ERP System, Teams).

Solmax