Customer Service Manager

This position will be located in Albuquerque, NM; Farmington, NM; or El Paso, TX.

About the role

The Customer Service Manager leads and manages the day-to-day operations of the Customer Service team in promoting sales, building relationships with new and existing customers. This role provides customers timely follow-up on technical inquiries, participates in the marketing, planning, and sale of Border States’ products and services, provides input to sales and marketing on customer needs regarding pricing, products, competition, and procedures, resolves customer billing problems, and performs appropriate SAP functions to ensure customer service areas run efficiently and accurately.

Responsibilities

• Leads and manages team members with emphasis on building a strong team in the spirit of Border States values and culture, including coaching, providing clear direction, delegating responsibilities, and removing obstacles.
• Maintains margin adherence regarding goals.
• Ensures on-time delivery adherence to maintain customer satisfaction.
• Proactively develops relationships with new and existing customers.
• Proactively problem-solves customer issues and gaps within sales orders, relationships, invoicing, service issues, etc.
• Provides a focus on continuous team development and growth.
• Manages employee satisfaction, day-to-day services, and strong communication.
• Provides continuous input or collaboration with branch management on formulation of branch Fiscal Year budget and monitors adherence to FY budgetary objectives.
• Works closely with Border States’ sales and marketing staff to meet and exceed sales and gross profit objectives.
• Provides proactive customer service sales functions.
• Participates in and advises management on the implementation of marketing plans and strategies and leads the implementation at the branch level.
• Coordinates with the Customer Financial Services staff to resolve customer-billing problems resulting from errors in pricing, shipping, delivery, or other credit areas.
• Provides input to the pricing and purchasing areas on product evaluations, code descriptions, inventory management, pricing development, and other related functions.
• Develops standard operating procedures, guidelines, or checklists for customer service area to ensure consistent, accurate, and repeatable processes.
• Leads change management in customer service area which may include training, formal communications, or other corporate initiatives.
• Attends and assists with sales meetings, trade shows, and training programs, as needed.
• Trains new hires, as required.
• Maintains reports as required, this may include: bill blocks, delivered not invoiced material, open work cycles, credit cards without authorizations, etc.
• Identifies and leads continuous improvement opportunities working with branch, regional, or corporate stakeholders.
• Performs other duties as assigned by supervisor or designate.

Requirements

• 4-year business degree preferred or the equivalent in work experience, required.
• Prior supervisory experience with a minimum of 4 years of prior customer service, city desk, or sales experience required.
• Technical ability to understand electrical, industrial, and/or construction systems with a minimum of 4 years of prior electrical distribution experience preferred.
• Strong knowledge of electrical products and systems preferred.
• Ability to read, write, and speak in English.
• Strong working knowledge of PC for Windows, Microsoft Office (Excel, Word, and PowerPoint), internet, email, and SAP software preferred.

Skills

• Communicates effectively.
• Ensures accountability.
• Plans and aligns.
• Attention to detail and organizational skills.
• Excellent customer service skills including being competent, accurate, responsive, and engaged.

Physical Requirements

Frequency at which you would carry/lift in a typical day:

• Occasionally (0 – 33%): 26 to 50 lbs. (lift from floor), 51 to 75 lbs. (lift from floor).
• Frequently (34 – 66%): less than 10 lbs. (lift from floor), 10 to 25 lbs. (lift from floor), standing, walking, climbing/walking stairs, reaching, driving, use of a telephone.
• Continuously (67 – 100%): less than 10 lbs. (lift from waist), sitting, desk work, use of a computer, repetitive motion, grasping, fingering, talking.

Physical activities in a typical day:

• Bending/stooping, crouching/squatting, kneeling, balancing: Occasionally.
• Crawling: Not at all.
• Pivoting, pushing/pulling: Occasionally.
• Exposure to adverse weather & temperature conditions: Occasionally.
• Travel: Occasionally.
• Hearing: Continuously.

Benefits

• Health, Dental, and Vision Benefits.
• Accident, Critical Illness, Hospital Indemnity.
• FSA & HSA.
• Employee Stock Ownership Plan (ESOP).
• Disability Benefits.
• 401(k) Retirement Plan.
• Life Insurance.
• Employee Assistance Program.
• Paid Holidays.
• Paid Volunteer Time.
• Personal Leave time.
• Bonuses upon the achievement of branch and company goals.