Customer Service Manager

Location: Solon, OH

Schedule: Monday–Friday, 6:30 am–3:00 pm

About the role

This is a “working manager” position responsible for ensuring a great customer experience for our contractors. You will lead a team focused on order fulfillment, inventory management, put-away, organization, customer service, parts identification, order entry, and continuous improvement. The role includes performing all listed duties, including warehousing tasks such as picking, organizing, and staging customer orders.

Responsibilities

• Manage the daily operation of the location and ensure orders are efficiently received, filled, and shipped.
• Leverage the company’s ERP system to manage inventory data, process orders, and generate reports.
• Use RF scanners to complete tasks such as order picking, parts put-away, and inventory tracking.
• Use material handling equipment and/or ladders to pull customer parts orders.
• Oversee the work of branch associates, ensuring they are properly trained.
• Provide customer support by responding to inquiries, offering detailed product information, and promptly resolving any issues or concerns raised by customers.
• Become familiar with HVAC and plumbing parts to expand product knowledge and enhance customer service capabilities.
• Attention to detail to ensure warehouse tasks are done accurately.

Requirements

• Customer service experience
• Warehouse experience
• Ability to lift 50 lbs
• Ability to stand for the majority of an 8-hour day
• Ability to work in a fast-paced environment

Preferred Qualifications

• Distribution and/or wholesale experience
• HVAC, plumbing, or building products knowledge
• Forklift experience
• Experience using RF scanners

Benefits

• Health, vision, and dental insurance
• Paid time off (vacation and holidays)
• Paid maternity and paternity leave
• 401K employer match
• Bonus opportunity
• Fitness reimbursement program
• Associate referral bonus program
• Learning and development opportunities
• Leadership development program
• Career growth opportunities