CSC Manager I-Neenah

The Customer Service Manager is responsible for internal sales and the development of best-in-class talent. This position plays a key role in the implementation of a unified inside sales team and is accountable for all customer touch points from VT Industries to the customer and daily management of VT’s call center. The Customer Service Manager plays a key role in the implementation of a unified team and is accountable for all customer touch points from VT Industries to the customer and daily management of VT’s customer service. Essential responsibilities include, but are not limited to, the following:Manage all inside sales, estimating, and detailing team members, including delegation and monitoring workload, prioritization, reassigning territories as needed, and guiding personnel towards department goals and values.Develop and review processes that reduce and eliminate errors in the department and resolve detailing related errors, back charges, and problems.Maintain, review, and guide pricing activities within the architectural wood door division while meeting company expectations of material cost to sales, error reduction to percentage of sales, labor dollars to revenue percentage, and error reduction to percentage of sales.Ensure world class customer service and complementary/supplementary sales generation.Order management (receipt/entry/maintenance/shipment) of both future and at-one orders.Daily interaction with outside sales team and ability to develop and execute an inside sales strategy for the CSC and Inside Sales team to “up sell” and increase sales for all products offered. Forecast staffing requirements and interview, hire, train, and coach the Customer Service team members to develop overall job initiatives to improve efficiency and drive profitable growth, as well as manage workloads. Provide ongoing career development training to company business strategies and policies.Develop and manage productivity and quality metrics to address warranty/claims and product return process.Develop best practice standard work for all functions with a plan to maximize use of technology or efficiency and quality.Lead the department’s LEAN processes and efforts; work toward cost, waste, and error reduction, simplification, standardization, and increased profitability. Customer Relationship Management (CRM) system and process of upgrades and enhancements. Drive departmental goals and direction: share vision of company goal with team members; set achievable but demanding goals for team members that are linked to the company strategies and objectives.Responsible for team member coaching and counsel, thereby creating a positive atmosphere of professionalism and support; provide honest and timely feedback to team members, address performance issues with objectivity, directness, and sensitivity; perform team member evaluations in a timely manner. Work closely with senior sales management to refine inside sales strategy, goals, systems, tools, and processes. Assist in filling production levels to capacity and negotiating customer lead times, if applicable. Assist in developing pricing for new products and offerings.Assist on special projects as needed with leadership team to achieve company goals.Other duties as assigned.QualificationsBachelor’s degree in related field or equivalent combination of education and experience required.3-5 years of experience with MS office, ERP, and CRM systemsExperience developing and implementing change initiatives and proven effectiveness in obtaining results through solid organizational skills, attention to detailAbility to lead, develop, and inspire teamsProven ability to work effectively with customers to ensure world class customer service and complementary / supplementary sales generationProblem solving know how and willingness to mentor others in solving problemsAbility to compute rate, ratio, and percent and to interpret dataWilling to travel approximately 1-2 times per quarterAccepts responsibility, holds himself/herself accountable for performanceSelf-starter, who takes the initiative and possesses a strong work ethicCreative problem solver, visionary, detail-oriented, solutions-focusedHigh aptitude in learning new technology, systems, processesStrong written and oral communication skillsTeam player throughout the organizationHigh level of integrity, sincerity, and honestyBusiness-oriented, client-service mindsetDrive for results, demonstrated success serving business clientsAll team members are expected to follow the Code of Conduct to the highest standards as well as to adhere to the Attendance Policy of VT Industries.Physical RequirementsTolerance for sitting long periods of time. Possess finger dexterity to write, type, and use a calculator. Maintain adequate vision to view small print and computer terminal. Ability to speak and hear, walk throughout facilities with occasional light lifting (25 pounds), stooping, kneeling, crouching, and reaching with hands and arms required. Ability to travel between multiple facilities as required to perform core job duties. The physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Salary : $33