Customer Service Manager

About the role

The Customer Service Manager at GCC is responsible for ensuring customer needs are met and promoting excellent customer service throughout the organization. The role involves managing a team of various positions within the Customer Service department.

Responsibilities

• Manage the Customer Service department personnel, including:
• Workload and task assignments.
• Care for backup activities for absent employees.
• Train staff to deliver high standards of customer service.
• Evaluate employee performance, including annual reviews.
• Maintain departmental vacation calendar.
• Monitor and report departmental performance metrics as necessary.
• Interact with customers, Principal Manufacturers, and other GCC departments regarding delivery, service, and quality issues.
• Coordinate order requirements and delivery schedules with managers, Production, and Shipping personnel.
• Follow company policies and procedures.
• Support and participate in the organization's continual improvement program to conform to ISO 9001 requirements and understand the implications of not conforming with the Quality Management System.
• Ensure processes are delivering their intended outputs.
• Ensure the promotion of customer focus throughout the organization.
• Demonstrate leadership and commitment with respect to the quality management system by:
• Taking accountability for the effectiveness of the quality management system.
• Ensuring that the quality policy and quality objectives are established for the quality management system and are compatible with the context and strategic direction of the organization.
• Ensuring the integration of the quality management system requirements into the organization's business processes.
• Promoting the use of the process approach and risk-based thinking.
• Ensuring that the resources needed for the quality management system are available.
• Communicating the importance of effective quality management and of conforming to the quality management system requirements.
• Ensuring that the quality management system achieves its intended results.
• Engaging, directing, and supporting persons to contribute to the effectiveness of the quality management system.
• Promote improvement.
• Support other relevant management roles to demonstrate their leadership as it applies to their areas of responsibility.

Requirements

• Education and Training: Bachelor’s Degree in Business or Engineering.
• Experience: Minimum of (5) years of experience in Customer Service and management. Experience working in an ISO 9001 environment is a plus.
• Skills: Strong product and pricing skills, sound problem-solving skills, strong interpersonal skills, good communication skills, proficient in Microsoft Office (Word, PowerPoint, Excel, and Outlook), displays attention to detail.

Benefits

• Competitive salary and benefits package, including medical, dental, vision, life, and disability insurance, and 401(k) plans with company match.
• Unique benefit: Employee Stock Ownership Plan (ESOP).
• Studies show that retirement account balances for ESOP companies are 2.5 times higher.
• ESOP companies grow 2.5 times faster than those companies without employee ownership.
• Research shows employee-owned companies are superior in performance, employee benefits, and employee morale because everyone is working towards a common goal.