Customer Service Manager

About the role

Client is a full-service apartment building supply company with 5 locations throughout Brooklyn, Bronx, Manhattan and New Jersey. Our distribution center is located in the Bronx with our own fleet of trucks and all of our locations stock a multitude of items. For over 30 years, we have been providing world class service to our customers and pride ourselves on being the industry standard for apartment building supply.

Responsibilities

• Manage orders that come in through email and distribute them amongst the stores, ensuring accurate and timely order processing.
• Monitor all ingoing and outgoing correspondence (phone and email) for accuracy and professionalism.
• Help store managers with any inquiries or special requests for customers; ensure these situations are resolved in every aspect pertaining to every department in the company.
• Update customer account notes in the system to ensure they are always current.
• Adjudicate customer complaints regarding billing and delivery issues.
• Investigate disputes and make sure customer is properly taken care of at all times, while liaising with the necessary departments and ensuring timely solutions.
• Maintain a high standard of organization so no orders, requests, or inquiries get overlooked.
• Identify root causes of issues, breaking down situations so all parties understand it, presenting an all-encompassing solution and directing necessary staff accordingly in resolving the issue.

Qualifications

• Candidates with experience in the supplies, wholesale, or distribution industry, particularly those with a B2B customer service management background.
• Strong team leadership and problem-solving skills.
• Experience managing high-volume email communications in an office environment.
• Maintain a high level of organization & time management.
• Strong eye for detail and follow through.
• Accountability is key.
• Flexibility and adaptability to different situations.
• Exceptional interpersonal and communication skills.
• Ability to think strategically.

Benefits

• Office Hours: Monday - Thursday: 8AM - 5PM, Friday: 8AM - 2PM
• Stable company that's been in business for over 30 years
• Paid sick/ vacation and holiday time
• Medical benefits
• Personalized Attention and Very Friendly atmosphere
• Advancement/ Growth Opportunities
• Strong emphasis on team work, collaborative work environment