Job Description

Description
SUMMARY The Customer Service Manager ensures that our customers receive outstanding customer service in our efforts to achieve service excellence. The expectation is to provide coaching and training to ensure that transactions are completed in a professional manner. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide coaching and training as it relates to system utilization, processes, product knowledge, sales tool review, and export compliance
• Support the CSR team taking effective steps to best support and resolve potential challenges or barriers, enabling associates, and optimizing engagement.
• Achieve inside sales and service objectives by leading the CSR team in proactively communicating with customers, soliciting new business, and responding accordingly to current and prior inquiries for company products
• Working with internal and external customers to capitalize on new business and satisfy existing customer orders.
• Monitor performance of the customer service team to assure that we are optimizing our resources and meeting sales and customer support objectives. Establish and monitor key performance indicators and create and implement initiatives to improve productivity, quality, and customer-service standards. Resolve problems and identify customer service trends; determining system improvements and implementing changes.
• Work with the inside and external sales teams to capture market information and feedback; coordinating to support opportunities to bring value to customers, assuring optimization of innovative products, competitive pricing, margins, and on time delivery
• Maximize customer service performance by providing advice, resolving problems, and supporting use of customer support tools by the inside sales team. Communicate with our customers on product offerings to grow sales and provide solutions.
• Monthly sales and customer service performance reporting
• Quote and order performance reporting
• Demonstrates a desire to excel to provide optimal customer service, taking initiative and assuming additional responsibilities when necessary.
• Travel as required