Customer Service Manager

Customer Service Manager

Job Description

Reports To: Sales Director

Direct Reports: Customer Service Representatives (2)

Location: Opelika, AL (Onsite)

The Company

Alligare, LLC, located in Opelika, AL, is a global leader in providing turn-key vegetation management solutions. Alligare specializes in strategic markets consisting of Aquatic, Forestry, Range and Pastureland, Railroads, Adjuvants/Additives and Vegetation Management. Our specialties include both developing and distributing custom made herbicides to a variety of clients for a variety of situations.

Alligare specialists, having trained knowledge and expertise, can give both better advice, faster service, and a more cost-effective solution than a traditional sales force could offer. With Alligare’ s methods of delivering results-oriented, market-based solutions, we are able to always reach the same results with our products – unsurpassed performance and value.

Job Summary

Responsible for delivering and maintaining effective customer service for all internal and external Alligare customers. Responsible for maintaining the highest standards of integrity, personal responsibility, sense of community, and teamwork by self-example.

Duties and Responsibilities

• Oversee all customer service activities by assigning work, answering questions, solving problems, monitoring progress, etc. Ensure customer satisfaction with both internal and external customers throughout all activities to facilitate organic growth
• Establish performance metrics for measurement, comparison, or evaluation of factors affecting the supply chain
• Maintaining relationships with key customers/acccounts
• Monitor latest industry trends, recommend, and implement improvements for customer service operating procedures and processes to improve accuracy, efficiency, and productivity
• Responsible for effectively communicating with sales representatives concerning customer issues and sales data.
• Consistently work to build cohesive, proactive team between Customer Service and other departments within the organization.
• Maintain working knowledge of Alligare products and internal processes.
• Provide external customers with expedient and accurate information relative to sales orders, product information, shipping information, price changes. Refer sales representatives to customers in need of detailed information about Alligare products, application,etc.
• Research customer issues as needed and follow-up with customers in a timely manner.
• Scheduling, transfers, performance appraisals, conducting meetings, training, approving time records, development and coaching of staff.
• Perform other duties as required or assigned.

QUALIFICATIONS

• 5 years of experience in a Customer Service Manager role.
• Strategic mind set to improve the Customer Service experience and processes.
• KPI setting experience for both employees and processes.
• Ability to effectively communicate with all levels of the organization as well as customers.
• Professional interpersonal and verbal skills necessary to supervise other people and maintain a friendly and courteous demeanor throughout the day.
• Professional written communication skills.
• Excellent excel and PowerPoint skills.
• Ability to accurately and efficiently input and retrieve data from a computer.
• Working knowledge of industry products and solutions.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. The employee is regularly required to walk, sit, reach with hands and arms, kneel, talk, and hear. The employee may occasionally lift and/or move 10-20 pounds.

Alligare is an Equal Opportunity Employer and does not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected

status.