Job Description

Begin your Composites One Career Today!

Position Overview:

As a Customer Service Manager (CSM), you will be responsible for managing and coordinating the overall activities of a Customer Service team, including customer satisfaction and quality. You will be responsible for coaching and development of the Customer Service team to drive continuous improvement in their overall performance. You will promote and adhere to Company Core Values by performing duties in a manner consistent with being a team leader and driving Stellar Service Principles while supporting the continued growth of the company. As a CSM, you will manage the processes and performance in daily activities of CSRs to achieve established operating income and ROA goals while maintaining and promoting a safe working environment.

Key Responsibilities:

Lead, manage, and motivate the Customer Service team.


Responsible for hiring and training the CSR staff, including allocation of workload. Create performance objectives / goals and applicable training plans, including performance measurement. Regularly monitor the interaction between CSRs and customers to ensure a congruent approach with Stellar Service techniques, provide direct feedback, and outline recommendations for improvement. Assist the Manager, DC Operations (DCM) with strategic planning and resource allocation. Identify opportunities for improvement and implement process improvements for the Customer Service team.

Drive and facilitate the order fulfillment process in a manner that creates customer intimacy and builds and maintains positive, effective relationships with customers.


Ensure that standard operating procedures and established company guidelines are followed consistently. Work closely within Customer Service and cross-functionally with sales and logistics teams to manage overall freight expenses. Conduct routine customer visits based on business needs. Ensure CSR teams participate in customer visits and conduct regular reviews with the sellers, Sales Manager, and DCM.

Serve as an interdepartmental liaison between Customer Service, warehouse, delivery, sales, and purchasing to resolve customer-related issues and enhance organizational efficiency.


Drive and monitor fill rates, continuously pursue improved customer satisfaction. Work in conjunction with other internal groups to move obsolete or slow-moving, aged, or obsolete inventory. Work with the CSR team to engage buyers, logistics, and transportation resources to identify cost-effective solutions that will help meet / exceed customer expectations. Work with the credit team to resolve credit-related issues to eliminate service failures in the order fulfillment process. Work closely with DCM on annual budgets.

Develop, refine, and implement Customer Service procedures and policies.


Identify and implement Best Practices within the CSR team. Share / learn from other DC locations, including the creation of new standard operating procedures (SOPs) and policies. Foster a continuous improvement environment; establish, communicate, and provide training on SOPs to improve the efficiency and overall performance of the Customer Service team, while enhancing the customer experience. Participate in all DC Quality / ROM / Safety Audits.

Leadership and Communication:

Provide motivational and developmental leadership to the CSR staff to enhance overall team performance, conduct semi-annual performance reviews, and write and deliver annual performance reviews. Provide regular updates on team members' performance to the DCM.

Expected Skills and Qualifications:

3+ years supervisory / managerial experience with direct report responsibility 7+ years of Customer Service experience in a non-retail environment Proven team development skills and management experience within a Quality Management system (ISO 9001 or similar) Proficient in MS Office (Outlook, SharePoint) Ability to learn internal ERP system (SAP)

Additional Preferred Skills and Qualifications:

Experience with SAP Bachelor's degree in Business Administration or related field

Pre-Employment Requirement:

Employment offers are contingent upon successful completion of a background check.

Discover a Fulfilling Career:

At Composites One, our Team Members are the cornerstone of our success. Each role is essential in helping us provide exceptional service to our Customers. We cultivate a culture of empowerment and opportunity, fostering both personal and professional growth.



We believe in driving success and appreciating achievement. Our Team Members are eligible for annual bonuses and profit sharing because when the company thrives, we all benefit. Join us and be part of a Team where your hard work and dedication are valued, and together, we achieve great things.

Respect, Teamwork, and Communication are Woven into our Core Values:

Our guiding principle of Respect, Teamwork, and Communication embodies the spirit of our Core Values. We uphold these principles every day as we strive to make a positive impact for our Customers, our Team, and the world around us.

Benefits

:



Explore our comprehensive health, retirement, wellness, and professional growth programs in detail here.

Commitment to Diversity, Equity, and Inclusion:

At Composites One, all qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, veteran status, disability, or other protected classification as defined by applicable law and regulation.

ADA Accommodations:

Accommodations are available for applicants with disabilities in all phases of the application and employment process. To request accommodation please contact the ADA Coordinator by email at ADACoordinator@compositesone.com.

Commencez votre carriere chez Composites One des aujourd'hui!

Apercu du poste :

En tant que

Gestionnaire du service a la clientele (GSC)

, vous serez responsable de la gestion et de la coordination des activites globales de l'equipe du service a la clientele, y compris la satisfaction et la qualite du service. Vous aurez la responsabilite de l'encadrement et du developpement de l'equipe afin de favoriser une amelioration continue de sa performance globale. Vous promouvrez et respecterez les valeurs fondamentales de l'entreprise en accomplissant vos taches de maniere coherente avec votre role de leader, en appliquant les principes de service exceptionnel et en soutenant la croissance continue de l'entreprise. En tant que GSC, vous gererez les processus et la performance des activites quotidiennes des representants du service a la clientele (RSC) afin d'atteindre les objectifs de revenu d'exploitation et de rendement des actifs (ROA), tout en maintenant et en favorisant un environnement de travail securitaire.

Responsabilites cles:

Diriger, gerer et motiver l'equipe du service a la clientele.

Responsable de l'embauche et de la formation du personnel RSC, y compris la repartition de la charge de travail. Creer des objectifs de performance et des plans de formation, incluant la mesure des resultats. Surveiller regulierement les interactions entre les RSC et les clients afin d'assurer une approche conforme aux techniques de service exceptionnel, fournir une retroaction directe et formuler des recommandations d'amelioration. Assister le gestionnaire des operations du centre de distribution (GCD) dans la planification strategique et l'allocation des ressources. Identifier les opportunites d'amelioration et mettre en oeuvre des processus optimises pour l'equipe du service a la clientele.

Faciliter le processus de traitement des commandes afin de creer une relation de proximite avec les clients et maintenir des relations positives et efficaces.

Veiller a ce que les procedures operationnelles standard et les directives etablies par l'entreprise soient respectees. Collaborer etroitement avec les equipes de vente et de logistique pour gerer les depenses liees au transport. Effectuer des visites regulieres chez les clients selon les besoins de l'entreprise. S'assurer que les equipes RSC participent aux visites et aux examens reguliers avec les vendeurs, le gestionnaire des ventes et le GCD.

Servir de liaison interservices entre le service a la clientele, l'entrepot, la livraison, les ventes et les achats afin de resoudre les problemes lies aux clients et ameliorer l'efficacite organisationnelle.

Suivre et ameliorer les taux de remplissage, poursuivre continuellement la satisfaction client. Collaborer avec les autres groupes internes pour ecouler les stocks obsoletes ou a faible rotation. Travailler avec l'equipe RSC pour mobiliser les acheteurs, la logistique et le transport afin d'identifier des solutions rentables qui repondent aux attentes des clients. Collaborer avec l'equipe de credit pour resoudre les problemes lies au credit et eviter les echecs dans le processus de traitement des commandes. Travailler en etroite collaboration avec le GCD sur les budgets annuels.

Developper, affiner et mettre en oeuvre les procedures et politiques du service a la clientele.

Identifier et appliquer les meilleures pratiques au sein de l'equipe RSC. Partager et apprendre des autres centres de distribution, y compris la creation de nouvelles procedures operationnelles standard (POS) et politiques. Favoriser un environnement d'amelioration continue; etablir, communiquer et offrir des formations sur les POS afin d'ameliorer l'efficacite et la performance globale de l'equipe, tout en enrichissant l'experience client. Participer a tous les audits de qualite / ROM / securite du centre de distribution.

Leadership et communication:

Fournir un leadership motivant et axe sur le developpement du personnel RSC pour ameliorer la performance globale de l'equipe, realiser des evaluations semestrielles et rediger/delivrer les evaluations annuelles. Fournir des mises a jour regulieres sur la performance des membres de l'equipe au GCD.

Competences et qualifications requises:

3+ annees d'experience en supervision / gestion avec responsabilite directe. 7+ annees d'experience en service a la clientele dans un environnement non detaillant. Competences averees en developpement d'equipe et experience en gestion dans un systeme de gestion de la qualite (ISO 9001 ou similaire). Maitrise de MS Office (Outlook, SharePoint). Capacite a apprendre le systeme ERP interne (SAP).

Competences et qualifications supplementaires souhaitees:

Experience avec SAP. Diplome universitaire en administration des affaires ou domaine connexe.

Exigence prealable a l'emploi:

Les offres d'emploi sont conditionnelles a la reussite d'une verification des antecedents.

Decouvrez une carriere enrichissante:

Chez Composites One, nos membres d'equipe sont la pierre angulaire de notre succes. Chaque role est essentiel pour offrir un service exceptionnel a nos clients. Nous cultivons une culture d'autonomie et d'opportunite, favorisant la croissance personnelle et professionnelle.



Nous croyons en la reussite et en la reconnaissance des accomplissements. Nos membres d'equipe sont admissibles a des primes annuelles et au partage des benefices, car lorsque l'entreprise prospere, nous en beneficions tous. Joignez-vous a nous et faites partie d'une equipe ou votre travail acharne et votre devouement sont valorises, et ensemble, nous accomplissons de grandes choses.

Respect, travail d'equipe et communication:

Notre principe directeur de respect, travail d'equipe et communication incarne l'esprit de nos valeurs fondamentales. Nous appliquons ces principes chaque jour pour avoir un impact positif sur nos clients, notre equipe et le monde qui nous entoure.

Avantages:

Explorez en detail nos programmes complets de sante, de retraite, de bien-etre et de developpement professionnel.

Engagement envers la diversite, l'equite et l'inclusion:

Chez Composites One, tous les candidats qualifies sont consideres sans egard a la race, la couleur, la religion, le sexe, l'origine nationale, l'age, l'etat civil, l'orientation sexuelle, l'identite de genre, le statut d'ancien combattant, le handicap ou toute autre classification protegee par la loi applicable.

Accommodements ADA:

Des accommodements sont disponibles pour les candidats ayant des limitations fonctionnelles a toutes les etapes du processus de candidature et d'emploi. Pour demander un accommodement, veuillez contacter le coordonnateur ADA par courriel a ADACoordinator@compositesone.com