Customer Service Manager

This position is responsible for overseeing the Customer Service Department to ensure alignment and achievement of company goals by providing exceptional customer service to our external and internal customers.

Responsibilities

• Lead and develop direct reports by setting direction of department, managing daily activities, reprioritizing urgent tasks, setting goals, evaluating performance, and providing career development
  • Direct reports include Customer Service Representatives and Receptionist
• Develop and implement processes for efficient order entry transactions necessitated by changes within other departments
• Maintain close collaboration with Sales, Equipment, Purchasing, Logistics and Accounting
• Promote and implement opportunities for sales growth via outbound calling and upselling practices
• Maintain an electronic Customer Service Procedures Manual
• Provide recommendations to Purchasing regarding product selection based on customer frequent request, industry research, and any other reliable source for relevant information
• Assist the team as requested on the following: order status, pricing issues, changes to orders, product availability, and expected delivery times, etc.
• Generate sales and/or leads and procure orders through outbound phone marketing as requested
• Resolve customer questions and concerns via phone, email, mail or social media as required
• Attend annual Association of Independent Oil Distributor (AIOD) vendor review meeting 

Competencies

• Excellent Communication Skills
• Detail-Oriented
• Fostering Teamwork
• Delegation
• Focused
• Conflict Resolution
• Ability to Work Under Pressure
• Time Management with Sense of Urgency

Hours

This is a full time, on-site, salaried position.

Supervisory Responsibility

This position will have direct reports at multiple warehouse locations.

Travel

Occasional travel may be required to other warehouse locations, trainings and conferences.

Dress Code

Business Casual.