What are the responsibilities and job description for the Customer Service Manager position at Rehrig Pacific Company?
JOB REQUIREMENTS: Must live within 60 minutes of a Rehrig Pacific
Company\'s facility in Atlanta GA, Buckeye AZ, Dallas TX, Desoto KS,
Erie PA, Kenosha WI, or Orlando FL. Purpose of Role Lead and develop the
Customer Service team to deliver exceptional & consistent customer
experience across all Rehrig Pacific products and services. This role is
accountable for building a high-performance, customer-obsessed culture
through coaching, continuous improvement, and cross-functional
collaboration. The Customer Service Manager serves as the strategic
bridge between Sales and Operations, ensuring the voice of the customer
drives decision-making while balancing operational capabilities. This
leader will champion service innovation, embed accountability at every
level, and set the standard for best-in-class service delivery in a
manufacturing environment. Areas of Accountabilities Team Leadership &
Development \* Build, coach, and develop a high-performing team of
Account Specialists who support Sales-owned accounts through order
management, issue resolution, and customer communication taking full
ownership of service delivery and measurable results. \* Set clear
performance expectations and standards aligned to departmental KPIs
(service levels, CSAT, response time, customer retention). \* Create
individualized development plans and provide regular, constructive
feedback that accelerates growth. \* Foster a culture of accountability,
empowerment, and continuous learning where team members hold themselves
and each other to high standards. \* Effectively onboard new team
members, ensuring rapid time-to-competency on systems (Salesforce, JD
Edwards), processes, and service standards. Customer Service Operations
\* Manage day-to-day execution of customer service activities to ensure
accurate order processing, timely response, and effective issue
handling. \* Ensure achievement of key performance metrics, including
service levels, response time, order accuracy, and customer
satisfaction. \* Maintain standard work, processes, and systems to
support reliable and consistent service delivery. \* Champion a
proactive (vs. reactive) service model that anticipates customer needs
and exceeds expectations. Customer Experience & Process Excellence \*
Own and continuously improve end-to-end customer service processes,
eliminating complexity and reducing friction across all touchpoints. \*
Identify recurring issues and implement systemic solutions that prevent
recurrence not just resolve symptoms using structured problem-solving
methods (A3, PDCA). \* Leverage data and reporting to surface insights,
track performance trends, and drive evidence-based improvements (Visual
Controls). \* Identify performance gaps and implement process
improvements to increase efficiency, consistency, and customer effort
reduction. Customer Advocacy & Cross-Functional Coordination \* Serve as
the voice of the customer across the organization, ensuring customer
insights inform strategic and operational decisions. \* Coordinate
seamlessly between Sales, Operations, and customers to balance
expectations with operational capabilities and ensure on-time, accurate
deliveries. \* Facilitate clear and consistent communication between
teams to support fulfillment and resolve issues requiring coordination
across functions. \* Provide proactive communication to customers and
internal stakeholders regarding products, programs, and service updates.
\* Build and maintain strong relationships at all organizational levels,
including executive leadership, with the confidence to challenge the
status quo. Issue Resolution & Service Recovery \* Lead escalation
management, ensuring complex customer issues are resolved swiftly,
professionally, and at root cause. \* Design and implement s To view the
Full Job Description Please Use The Link Below.
https://www.aplitrak.com/?adid=YmJnZW5lcmljLjg0MjgxLjg3NzBAcmVocmlnY29tcC5hcGxpdHJhay5jb20
\* *\*\*\* APPLICATION INSTRUCTIONS: Apply Online:
https://www.aplitrak.com/?adid=YmJnZW5lcmljLjg0MjgxLjg3NzBAcmVocmlnY29tcC5hcGxpdHJhay5jb20
Company\'s facility in Atlanta GA, Buckeye AZ, Dallas TX, Desoto KS,
Erie PA, Kenosha WI, or Orlando FL. Purpose of Role Lead and develop the
Customer Service team to deliver exceptional & consistent customer
experience across all Rehrig Pacific products and services. This role is
accountable for building a high-performance, customer-obsessed culture
through coaching, continuous improvement, and cross-functional
collaboration. The Customer Service Manager serves as the strategic
bridge between Sales and Operations, ensuring the voice of the customer
drives decision-making while balancing operational capabilities. This
leader will champion service innovation, embed accountability at every
level, and set the standard for best-in-class service delivery in a
manufacturing environment. Areas of Accountabilities Team Leadership &
Development \* Build, coach, and develop a high-performing team of
Account Specialists who support Sales-owned accounts through order
management, issue resolution, and customer communication taking full
ownership of service delivery and measurable results. \* Set clear
performance expectations and standards aligned to departmental KPIs
(service levels, CSAT, response time, customer retention). \* Create
individualized development plans and provide regular, constructive
feedback that accelerates growth. \* Foster a culture of accountability,
empowerment, and continuous learning where team members hold themselves
and each other to high standards. \* Effectively onboard new team
members, ensuring rapid time-to-competency on systems (Salesforce, JD
Edwards), processes, and service standards. Customer Service Operations
\* Manage day-to-day execution of customer service activities to ensure
accurate order processing, timely response, and effective issue
handling. \* Ensure achievement of key performance metrics, including
service levels, response time, order accuracy, and customer
satisfaction. \* Maintain standard work, processes, and systems to
support reliable and consistent service delivery. \* Champion a
proactive (vs. reactive) service model that anticipates customer needs
and exceeds expectations. Customer Experience & Process Excellence \*
Own and continuously improve end-to-end customer service processes,
eliminating complexity and reducing friction across all touchpoints. \*
Identify recurring issues and implement systemic solutions that prevent
recurrence not just resolve symptoms using structured problem-solving
methods (A3, PDCA). \* Leverage data and reporting to surface insights,
track performance trends, and drive evidence-based improvements (Visual
Controls). \* Identify performance gaps and implement process
improvements to increase efficiency, consistency, and customer effort
reduction. Customer Advocacy & Cross-Functional Coordination \* Serve as
the voice of the customer across the organization, ensuring customer
insights inform strategic and operational decisions. \* Coordinate
seamlessly between Sales, Operations, and customers to balance
expectations with operational capabilities and ensure on-time, accurate
deliveries. \* Facilitate clear and consistent communication between
teams to support fulfillment and resolve issues requiring coordination
across functions. \* Provide proactive communication to customers and
internal stakeholders regarding products, programs, and service updates.
\* Build and maintain strong relationships at all organizational levels,
including executive leadership, with the confidence to challenge the
status quo. Issue Resolution & Service Recovery \* Lead escalation
management, ensuring complex customer issues are resolved swiftly,
professionally, and at root cause. \* Design and implement s To view the
Full Job Description Please Use The Link Below.
https://www.aplitrak.com/?adid=YmJnZW5lcmljLjg0MjgxLjg3NzBAcmVocmlnY29tcC5hcGxpdHJhay5jb20
\* *\*\*\* APPLICATION INSTRUCTIONS: Apply Online:
https://www.aplitrak.com/?adid=YmJnZW5lcmljLjg0MjgxLjg3NzBAcmVocmlnY29tcC5hcGxpdHJhay5jb20