Malco Tools, Inc. is seeking a highly motivated and experienced Customer Support Manager to join our team in Annandale, Minnesota. The Customer Support Manager will be responsible for overseeing all aspects of our customer support operations, ensuring exceptional service delivery and customer satisfaction.

Key Responsibilities:

• Manage and lead the customer support team, including hiring, training, and performance management.
• Develop and implement customer support policies, procedures, and standards to ensure consistency and efficiency.
• Handle escalated customer inquiries and complaints, resolving issues promptly and effectively.
• Monitor customer support metrics and KPIs, analyzing data to identify areas for improvement and implementing strategies to enhance performance.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure alignment and coordination in delivering a seamless customer experience.
• Develop and maintain strong relationships with key customers, serving as a primary point of contact for escalated issues and strategic initiatives.
• Stay updated on industry trends and best practices in customer support, continuously seeking opportunities to enhance our service offerings.
• Drive initiatives to enhance customer satisfaction and loyalty, including customer feedback programs, service improvements, and customer engagement initiatives.

Knowledge/Skills/Abilities:

• Proven experience in customer support or customer service management, preferably in a manufacturing or industrial setting.
• Strong leadership and managerial skills, with the ability to motivate and develop a high-performing team.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal stakeholders.
• Analytical mindset, with the ability to analyze data and metrics to drive informed decision-making.
• Customer-focused attitude, with a passion for delivering exceptional service and exceeding customer expectations.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Proficiency in customer support software and CRM systems.

Qualifications:

• Bachelor's degree in business administration, marketing, or a related field.
• 5-7 years' experience

Benefits and Perks:

Malco Products recognizes the importance of offering comprehensive benefits and perks to its employees, including:

• 401k with company matching.
• Employee Stock Ownership Plan (ESOP) participation
• Medical and Dental Insurance
• Company paid life insurance and paid short-term disability.
• Paid time off
• Employee wellness program

At Malco, we value collaboration, results-oriented approaches, proactive behavior, and inclusivity. Safety is our top priority, demonstrating our commitment to the well-being of our employees and stakeholders. As an equal opportunity employer, we actively encourage applicants from diverse backgrounds and experiences to apply for the position of Marketing Coordinator. Join us in creating an inclusive and supportive workplace where diversity is embraced.

Our facility is located in the "Heart of the Lakes", which is known for its abundance of lakes, great shopping/dining opportunities, top rated schools, and a strong sense of community amongst area residents!