Customer Service Manager

Job Summary

The Customer Service Manager will provide leadership and direction and is responsible for leading and developing the Customer Service department while always ensuring the satisfaction of customers. The CSM will be responsible for the metrics of the operation and will be responsible for staffing, purchasing, auditing and cost/general ledger accountability and productivity of the call center.

Essential Job Functions *

• Monitors call/email/chat volume activity; direct available resources as necessary to ensure a timely response, quality service and achieve quantitative standards.
• Produces “on-time” effective reporting to drive analytics, KPI’s and customer satisfaction.
• Works with departments to ensure the proper flow of orders and quickly resolves issues timely.
• Prepares reports and analyze data to improve processes and ensure resources are properly allocated and maximize efficiency and customer satisfaction.
• Research customer escalations, provide root cause analysis, and respond to emails from leadership team or customers.
• Manages department within approved budget and continually seeks cost-saving opportunities.
• Supervises designated employees; communicates expectations; monitors and appraises job results; counsels and disciplines as needed; provides appropriate training and development; interviews applicants and selects new employees; monitors attendance.
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
  
  

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

• High School diploma or GED equivalent is required; College degree or equivalent in education and work experience with formal sales training preferred.
  
  

Competencies – Knowledge, Skills, And Abilities

• Demonstrates a general knowledge of the organization's mission, vision, and values; understands core products and services.
• Complies with basic organizational policies, regulations and demonstrates knowledge of the strategic direction of the organization.
• Prioritizes work to deliver objectives on time, and to the highest standard while following direction and seeking clarification when required.
• Actively contributes to evaluation of possible solutions to problems.
• Adheres to standards of professionalism in all work situations, they have high expectations of self and others and demonstrates commitment to their job.
  
  

Work Environment and Physical Demands

Work Environment

Office Office setting. Seldom exposed to fumes or airborne particles. Loud working environment of the shop area. Functional vision and hearing required.

Physical Demands

Office Sedentary.

The Hillman Group is an Equal Employment Opportunity and Affirmative Action Employer and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, protected veteran or military status, genetic information, citizenship status, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.