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. Reporting directly to the CEO, this role oversees a team of various customer service positions.

Responsibilities

• Manage the Customer Service department personnel as listed above, to include:
• Manage workloads and task assignments
• Coordinate backup activities for absent employees
• Train staff to deliver a high standard 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
• Cook up 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
• Promote 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;
• promoting improvement;
• supporting 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 a plus

Skills

• Strong product and pricing skills. Ability to answer model number, light function explanation and pricing for all GCC product lines
• Sound problem solving skills. Ability to make decisions demonstrating initiative and assertiveness
• Strong interpersonal skills. Ability to work well with customers; team members; and individuals in other departments
• Good communication skills. The ability to articulate technical and conceptual information in a clear, concise and effective way
• Proficient in Microsoft Office (Word, PowerPoint, Excel, and Outlook)

Benefits

We offer a competitive salary and benefits package, including medical, dental, vision, life and disability insurance, and 401(k) plans with company match. A unique benefit GCC offers as part of Employee Owned Holdings, Inc. is an employee stock ownership plan. What is an ESOP? ESOP is a special retirement program that allows employees to own stock in the company. When you join EOHI, you automatically begin investing in your future (without having to purchase shares). We are a high growth company committed to training our employee owners to develop their skills and advance in their careers. Studies also 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.