Position Summary:
The Customer Service Manager is responsible for all daily operations of Customer Service including prompt and accurate order entry, efficient customer problem resolution, effective hiring, training, monitoring, and evaluating of employees.
Essential Functions and Responsibilities:
- Manage, monitor, and evaluate daily activities of Customer Support Representatives.
- Strengthen and train employees to assure world class service, by coaching and monitoring and leading by example.
- Develop, monitor and analyze statistical measures for CSR and company performance.
- Handle phone calls including any elevated calls from customers, sales reps and field management
- Meet all department goals, objectives and standards for Customer Support
- Assist Sales in managing House accounts, creating reports and gathering information.
- Perform as liaison with external sales to internal departments.
- Maintain a positive work atmosphere by acting and communicating in a manner so that you get along with customers, clients, co-workers and management.
- Ability to converse professionally both orally and in writing.
- Strong organizational skills, detail oriented, trustworthy
- Effective problem solving skills, proven ability to work in a team environment.
- Excellent PC and computer knowledge skills
- Capable of setting and meeting individual and team goals and objectives
- Analyze and make recommendations for process improvements.
- Other duties as assigned
Supervisory Responsibility:
- Supervise and train a team of 2-3 individuals including order entry, customer service, and inside sales support representatives
- Able to recommend and carry out disciplinary action or P.I.P. in accordance with company policy.
Education, Certifications and Licensures:
- College degree or equivalent from 4 year college or technical school or 3 to 5 years related managerial experience , training or equivalent combination of education and experience.
- 3-5 years managerial or supervisory work experience required.
- Hiring and training experience required
Chemcor Chemical Corp
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