Job Description

Work Description

We are seeking an experienced and detail-oriented individual to join our team as Customer Service Manager. In this role, you will be responsible for overseeing all aspects of ensuring exceptional customer service for our clients. You will play a crucial role in maintaining high customer satisfaction levels. The ideal candidate should possess strong leadership skills, excellent communication abilities, and a proven track record in customer service supervision/management.

Work Responsibilities

Supporting the customer service team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.

Monitoring service and quality by conducting sample checks and answering customer concerns/complaints on calls and emails.

Consulting with internal stakeholders and following up with external customers on all account-related requests.

Identifying and driving process improvements to ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resources.

Collaborating effectively with supply chains, sales, and other teams to ensure prompt and accurate order processing and delivery.

Recruiting, training, coaching, and performance managing the customer service team.

Establishing department standards, routines, and procedures/sops.

Ensure timely, friendly, and exceptional communication with customers, prospects, and specifiers/end-users.

Reporting on department performance to upper management during conference calls.

Overseeing day-to-day operations of the customer service team and setting customer service objectives/goals.

Provide customers with product information to assist with determining appropriate products to purchase and completing inquiries regarding price and availability of products.

Enter orders accurately the same day as received and the ability to schedule pickups/deliveries and enter invoices with accuracy into the ERP system.

Physical Demands

Must be able to lift twenty-five pounds.

As a condition of employment, the employee will comply with all applicable company policies and safety regulations. Will review HR policy annually. The employee will adhere to all QSP’s, procedures, work instructions and other policies that are a part of the E K Industries, Inc. Quality Management System.