Customer Service Manager

About the Role

As a Customer Service Manager (CSM), you will manage and coordinate the overall activities of a Customer Service team, focusing on customer satisfaction and quality. You will coach and develop the team to drive continuous improvement in performance while promoting and adhering to company core values. The role involves managing processes and performance to achieve operating income and ROA goals, maintaining a safe working environment, and fostering a culture of stellar service.

Responsibilities

• Lead, manage, and motivate the Customer Service team, including hiring, training, and workload allocation.
• Create performance objectives, goals, and training plans, including performance measurement.
• Monitor interactions between CSRs and customers to ensure alignment with Stellar Service techniques; provide feedback and recommendations for improvement.
• Assist the Manager, DC Operations (DCM) with strategic planning and resource allocation.
• Identify and implement process improvements for the Customer Service team.
• Drive the order fulfillment process to build customer intimacy and maintain positive relationships.
• Ensure adherence to standard operating procedures and company guidelines.
• Collaborate with sales and logistics teams to manage freight expenses.
• Conduct routine customer visits and ensure CSR teams participate in reviews with sellers, Sales Managers, and DCM.
• Serve as an interdepartmental liaison between Customer Service, warehouse, delivery, sales, and purchasing to resolve customer-related issues and enhance efficiency.
• Monitor fill rates and pursue improved customer satisfaction.
• Work with internal groups to address obsolete or slow-moving inventory.
• Engage buyers, logistics, and transportation resources to identify cost-effective solutions for customer expectations.
• Resolve credit-related issues with the credit team to eliminate service failures.
• Assist with annual budgets in collaboration with the DCM.
• Develop, refine, and implement Customer Service procedures and policies.
• Identify and implement best practices within the CSR team and share learnings across DC locations.
• Foster a continuous improvement environment, including training on SOPs to enhance efficiency and customer experience.
• Participate in all DC Quality, ROM, and Safety Audits.
• Provide motivational and developmental leadership to the CSR staff, including semi-annual and annual performance reviews.
• Provide regular updates on team members’ performance to the DCM.

Requirements

• 3+ years of supervisory/managerial experience with direct report responsibility.
• 7+ years of Customer Service experience in a non-retail environment.
• Proven team development skills and management experience within a Quality Management system (ISO 9001 or similar).
• Proficiency in MS Office (Outlook, SharePoint).
• Ability to learn internal ERP system (SAP).

Qualifications

• Experience with SAP (preferred).
• Bachelor’s degree in Business Administration or related field (preferred).

Benefits

Team Members are eligible for annual bonuses and profit sharing. Composites One offers comprehensive health, retirement, wellness, and professional growth programs.

Pre-Employment Requirement

Employment offers are contingent upon successful completion of a drug screen and background check, particularly for safety-sensitive roles.