Customer Service Manager
About the role
Jaeckle Distributors has a great opportunity for an experienced, team-oriented Customer Service Manager. This position is based at our headquarters in Madison, WI. With more than 100 employees, we partner with businesses across 11 states to meet their flooring and surfacing product needs. Jaeckle Distributors is a third-generation, family-owned business founded in 1958.
The Customer Service Manager will work closely with our Field Sales, Operations, Purchasing, and Product Management teams and will act as a point of contact and escalation to resolve complex customer issues, proactively identify opportunities for service improvements, recommend and implement process enhancements.
The Customer Service Manager will also monitor and coordinate department staffing levels, incoming call queues, review call recordings to coach team members and work directly with customers to ensure any issues are resolved professionally and effectively. This person will also provide “hands on” help when needed taking inbound customer calls, assisting with placing orders and checking stock.
Responsibilities
Teamwork, great communication and a focus on the customer are essential for success in this role. Our Customer Service Team is friendly and takes great pride in their contribution to the Jaeckle customer experience. You would be joining and leading a team of experienced people ready and willing to help you succeed!
Requirements
- Excellent communication and interpersonal skills with the ability to build rapport and maintain positive relationships with internal and external customers
- A passion to help people
- At least five years of customer service management experience
- Experience in a call center environment managing a call queue
- Ability to learn new systems and processes to build and expand your expertise
- Interest in learning about new products
- Positive “how can I help” attitude
- Pride in your work ethic and attention to detail
Benefits
- Aggressive PTO plan that supports your time off with family and friends
- Monday through Friday schedule with weekends off