MANAGER - CUSTOMER SERVICE
Minimum 5 years of experience as Customer Service Representative
Minimum 2 years of experience in a people-leadership position
Strong working knowledge of software using the internet, MS Windows, JDE, and approvals
Demonstrated excellent project management skills
Demonstrated excellent communication skills, both verbal and written
Responsibilities
Manages the day-to-day activities of the customer service team
Ensures the Customer Service Representatives meet the customer needs and demands
Supervises customer service representatives within the branch while providing the tools to ensure the best service possible
Utilizes the company's training curriculum to define training expectations of the customer service representatives
Available to the CSRs, as the authority, to help solve the daily issues arising with customers and departments
Management such as; manages staff to support the overall performance of the branch's customer service department, which includes but is not limited to : hiring, wage determination, performance review and improvement, discipline, and dismissal
Provides example leadership in creating an environment that motivates and raises employee morale by portraying a service oriented philosophy in a business-like and professional manner
Reports abilities and or deficiencies in processes as they affect the level of service and profitability of the company
Performs functions required to gather and report information to the branch or regional operations manager, and others concerning the branch's level of customer service
Schedules CSR workloads, monitors time and accrual or hours worked, and determines overtime requirements based on the needs of the company
This includes approving all CSR vacations and leave of absences
Manages all open orders, quotes, returns, claims, pricing discrepancies, etc., until the issues have been resolved
Approves all credits, other than simple returns, to SupplyNet branches other than those which are being handled personally by the branch or operations manager
Manages all elements associated with establishing and maintaining contract pricing for customers
Communicates directly with customers, suppliers, and co-workers to help resolve issues when necessary
Performs other duties as assigned
Qualifications
Minimum 5 years of experience as Customer Service Representative
Minimum 2 years of experience in a people-leadership position
Strong working knowledge of software using the internet, MS Windows, JDE, and approvals
Demonstrated excellent project management skills
Demonstrated excellent communication skills, both verbal and written
Responsibilities
Manages the day-to-day activities of the customer service team
Ensures the Customer Service Representatives meet the customer needs and demands
Supervises customer service representatives within the branch while providing the tools to ensure the best service possible
Utilizes the company's training curriculum to define training expectations of the customer service representatives
Available to the CSRs, as the authority, to help solve the daily issues arising with customers and departments
Management such as; manages staff to support the overall performance of the branch's customer service department, which includes but is not limited to : hiring, wage determination, performance review and improvement, discipline, and dismissal
Provides example leadership in creating an environment that motivates and raises employee morale by portraying a service oriented philosophy in a business-like and professional manner
Reports abilities and or deficiencies in processes as they affect the level of service and profitability of the company
Performs functions required to gather and report information to the branch or regional operations manager, and others concerning the branch's level of customer service
Schedules CSR workloads, monitors time and accrual or hours worked, and determines overtime requirements based on the needs of the company
This includes approving all CSR vacations and leave of absences
Manages all open orders, quotes, returns, claims, pricing discrepancies, etc., until the issues have been resolved
Approves all credits, other than simple returns, to SupplyNet branches other than those which are being handled personally by the branch or operations manager
Manages all elements associated with establishing and maintaining contract pricing for customers
Communicates directly with customers, suppliers, and co-workers to help resolve issues when necessary
Performs other duties as assigned
Manages the day-to-day activities of the customer service team. Ensures the Customer Service Representatives meet the customer needs and demands.
Troubleshoots problems and answers complaints.
RESPONSIBILITIES...
Supervises customer service representatives within the branch while providing the tools to ensure the best service possible.
Utilizes the company's training curriculum to define training expectations of the customer service representatives.
Available to the CSRs, as the authority, to help solve the daily issues arising with customers and departments.
Management such as; manages staff to support the overall performance of the branch's customer service department, which includes but is not limited to : hiring, wage determination, performance review and improvement, discipline, and dismissal.
Provides example leadership in creating an environment that motivates and raises employee morale by portraying a service oriented philosophy in a business-like and professional manner.
Reports abilities and or deficiencies in processes as they affect the level of service and profitability of the company.
Performs functions required to gather and report information to the branch or regional operations manager, and others concerning the branch's level of customer service.
Schedules CSR workloads, monitors time and accrual or hours worked, and determines overtime requirements based on the needs of the company.
This includes approving all CSR vacations and leave of absences.
Manages all open orders, quotes, returns, claims, pricing discrepancies, etc., until the issues have been resolved.
Approves all credits, other than simple returns, to SupplyNet branches other than those which are being handled personally by the branch or operations manager.
Manages all elements associated with establishing and maintaining contract pricing for customers.
Communicates directly with customers, suppliers, and co-workers to help resolve issues when necessary
Performs other duties as assigned
REQUIREMENTS :
Bachelor's Degree preferred.
Minimum 5 years of experience as Customer Service Representative.
Minimum 2 years of experience in a people-leadership position.
Strong working knowledge of software using the internet, MS Windows, JDE, and approvals.
Demonstrated excellent project management skills.
Demonstrated excellent communication skills, both verbal and written.
Job Posted by ApplicantPro
Company information
For nearly 100 years the name Viking has represented global leadership in fire protection. Today, the companies of the Viking Group (Viking Corporation, Viking SupplyNet, Viking Fabrication Services, and Viking Plastics) provide independent fire sprinkler contractors with integrated solutions for any fire protection challenge.
The Viking Group provides customers with the following advantages : Quality : Our reputation for quality has been developed by focusing on continuous improvement in all elements of our business from the products we manufacture to the services we provide.
Breadth : The largest selection of fixed fire protection products and services ensures single-point solutions for any fire protection challenge.
Support : Knowledgeable and experienced customer service and technical support at every point in the project process. Innovation : From valves that are easier to install and maintain, to automated fabrication capabilities, Viking's product innovations have been developed by understanding the needs of our customers.
Availability : With 50 company-owned locations worldwide, and a host of independent distribution partners, Vikings products and services are available when and where our customers need them.
Manufacturing, Construction, Consulting, Engineering, Engineering Services, Building Materials, Safety Equipment, Fire Protection Systems, Construction Machinery Manufacturing, Facilities Services
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