What are the responsibilities and job description for the Customer Service Manager position at Midwest Fastener Corp?
Responsibilities and Duties
Collaborate with senior leadership to develop and implement strategic initiatives that improve customer service operations.
- Train, manage, and oversee Customer Service Representatives (CSRs), ensuring team productivity and high-performance standards.
- Manage daily workflow and priorities for the customer service team, ensuring customer satisfaction and timely responses.
- Oversee customer inquiries, special orders, and price quotes, ensuring accurate and efficient processing.
- Serve as the subject matter expert (SME) for all customer service-related concerns, providing guidance, training, and leadership to the team.
- Ensure adherence to phone monitoring standards and step in to support CSR functions when necessary.
- Lead customer service efforts for the Industrial Division, including setting up new customer accounts.
- Maintain a high level of proficiency in company software systems and assist in implementing improvements for better efficiency.
- Act as the main point of contact for escalated customer issues, working with cross-functional teams to develop and implement resolutions.
- Identify areas of improvement and recommend best practices for optimizing customer service processes.
- Support company-wide process enhancements and customer service technology improvements.
Qualifications
- Bachelor’s degree from a four-year college or university, or a combination of education and experience.
- 3-5 years of customer service experience, with a proven leadership background.
- Strong understanding of customer service operations, strategic planning, and team management.
- Proficiency in CRM systems, order processing software, inventory management tools, and Microsoft Office Suite.
- Excellent communication skills (written and verbal) to effectively interact with customers, field sales representatives, and internal teams.
- Problem-solving and decision-making abilities to handle escalations, customer concerns, and operational challenges.
- Experience in coaching, mentoring, and developing a high-performing customer service team
Where: Kalamazoo Location
Hours: 7:00am-3:30pm
All qualified applicants will receive consideration for employment without regard to any characteristics or status protected by applicable law.
Education
Preferred- Bachelors or better
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.