Customer Service Support

The Customer Service Support role at TIME Manufacturing Company is responsible for ensuring world-class customer service for all North American customers, potential customers, vendors, dealers, partners, and anyone else contacting the company. This role involves managing all customer calls, emails, faxes, and directing them to the correct department or point of contact.

Responsibilities

• Manage the Time Manufacturing Company Call Center
• Ensure the customer is always put first, and for the customer to know this
• Direct all incoming calls, emails, etc. to the correct department or point of contact
• Be well versed in the Time Manufacturing team allowing for calls, emails, etc. to be directed quickly
• Act as the “Director of First Impressions”
• Calls, emails, etc. receive the highest quality of customer service
• All calls are to be answered quickly and professionally
• All customer's requests must have an initial response to the customer within the hour of receiving
• The position to always be problem solving and not problem blaming
• If the answer is unknown, the position is to portray knowledge and expertise and stray away from conveying the lack of knowledge to the customer or presenting that it is not in their scope of work
• The position is to always be professional while giving world-class customer service
• The position is to answer any questions, which can be answered, without involving other team members
• The position is to delegate calls to the appropriate team member(s) that can support the customer
• The position is to manage the command center tracker
• All calls, emails, etc. to be logged on the tracker immediately after receiving
• The tracker is to be updated as the task progresses and updates are received
• The position is to report any inability to get responses and/or resolution from Time Manufacturing Team members, daily
• The position is to ensure all items logged in the command center tracker are resolved, with the highest customer satisfaction, and closed
• The position is to follow up with the customer as needed
• If the team member delegated is unable to, follow up is needed
• Updates are obtained
• Changes are needed
• More information is needed
• Or any other reason

Skills Needed

• Well versed in Microsoft Office, more specifically, Excel and Outlook
• A background in customer service is preferred
• A self-starter willing to learn and take on new challenges
• Great time management
• Absolutely organized, a problem solver, and comfortable with delegating tasks and holding team members responsible
• Prepared to resolve issues, for less than satisfied customers, while providing professional, top-tier, customer service
• Comfortable with making decisions, but at the same time, knowledgeable of when to escalate
• Demonstrate critical thinking skills and effectively apply them to their work
• Communicate effectively and execute assigned visions or direction with precision

Core Benefits

• Competitive salary and bonus structure
• Comprehensive health, dental, and vision insurance plans
• 401(k) with company match
• Paid time off and holidays
• Professional development opportunities
• Collaborative and innovative work environment

Equal Employment Opportunity (EEO)

Time Manufacturing Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.