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Purpose
How does the position contribute to the success of the operation, division and company?
The Customer Service Manager will have ownership of all aspects of customer service interactions. Provides customer support throughout the entire order process;
order placement, basic pricing, general inquiries regarding product availability and lead-times, order status updates and acts as an in-between for customers needing support from production / scheduling, shipping, and credit / invoicing.
Essential Duties, Responsibilities, Expectations and Performance Measures What measures or metrics will the individual be measured on and what level of performance is required?
Other duties may be assigned.
Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
Receive and processes orders from customers into Woodgrain’s ERP system (SAP) and maintains system for filing and tracking all customer interactions.
Handle incoming calls, e-mails and other correspondence in a timely and accurate manner to provide exceptional customer service while building and maintaining relationships with customers.
Maintain customer pricing files and assists in updating pricing and communicating price changes to customers.
Gather and submits all necessary information for the creation of new part numbers used in the order entry and production processes.
Assist Regional Managers in daily activities to grow the business, including providing quotes, processing credits, sales reports, order updates and other information and tasks as requested.
Support the scheduling, production, and shipping departments by being the primary contact for the customer regarding questions that may arise throughout the manufacturing and shipping processes.
Ensure customer needs are understood and satisfied by actively communicating those needs to the appropriate person / group and develop a system for tracking and following up to prevent customer dissatisfaction and complaints.
Develop an understanding of the products and manufacturing capabilities to be able to recommend optimal solutions to customer needs.
Recommend new approaches and procedures to effect continual improvements in customer service.
Identify trends in customer satisfaction or dissatisfaction.
Coordinate and communicate issues and unexpected increases or decreases in demand for products to production, scheduling, and shipping.
Fulfill customer requests for catalogues, information, or samples.
Perform other duties as assigned.
Company Values
What company values are critical for the successful performance of this job?
Integrity
Safety
Servant Leadership
Respect for people
Customer Focus
Knowledge / Skills / Education and Continuous Training
What skills / certification / education must the individual have / maintain / gain? Include any degrees, certifications, and licenses required.
Education :
High school diploma or equivalent
Bachelor’s degree in related field or equivalent experience preferred
Knowledge / Skills :
Ability to coach and mentor customer service representatives.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
Effective verbal and written communication skills.
Ability to work with and understand numbers / formulas / calculations with exceptional attention to details.
Ability to define and analyze problems and develop timely and effective solutions by evaluating relevant facts to judge and form conclusions.
Professional phone etiquette and skills. Must be able to project a positive and professional image over the phone.
Strong organizational skills and attention to detail.
Experience :
Equipment / Software :
Must be able to navigate SAP
Proficiency in Microsoft Office including Excel, Word, and Outlook and ability to learn and instruct others on software applications.
Must be able to navigate SharePoint
Reporting Line and Supervisory Responsibilities
This position reports to the Plant Manager
This position has supervisor responsibility for up to three customer service representatives.
Physical Demands and Work Environment
What working conditions or physical functions are normally required to perform the essential functions of the job?
The physical demands and work environment are representative of a typical office environment, though this person is expected to occasionally be on and work in the manufacturing floor / environment.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle, or feel objects, tools or controls;
reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk and hear. The employee may occasionally lift or move up to 25 pounds.
This is a full-time position. This position may require long hours and occasional weekend work.
Last updated : 2024-05-25
Full Time
$80k-103k (estimate)
05/26/2024
08/23/2024
woodgrain.com
LENOIR, NC
200 - 500
1954
Private
GREGORY HENDERSON
$50M - $200M
The job skills required for Customer service manager include Customer Service, Customer Satisfaction, Customer Support, Microsoft Office, Written Communication, Integrity, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer service manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer service manager. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Customer service manager positions, which can be used as a reference in future career path planning. As a Customer service manager, it can be promoted into senior positions as a Customer Service Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer service manager. You can explore the career advancement for a Customer service manager below and select your interested title to get hiring information.
If you are interested in becoming a Customer Service Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Service Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Service Manager job description and responsibilities
As a Customer Service Manager, your most important role is leading and motivating a team of staff to ensure they’re giving the best customer service possible.
02/02/2022: San Antonio, TX
They develop and implement standards effective in sustaining the relationship between an organization and its clients.
02/12/2022: Monterey, CA
Support the customer service team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.
01/27/2022: Muskegon, MI
Customer service managers oversee teams of customer service representatives.
04/16/2022: Clarksville, TN
Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, productivity, quality, and customer-service standards.
02/10/2022: Youngstown, OH
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Service Manager jobs
They need to know how to attain key metrics such as service levels and use tools such as workforce management to manage productivity.
02/11/2022: Austin, TX
Customer service managers generally need a bachelor’s degree.
04/15/2022: Manchester, NH
Although certifications are not essential for this position, many customer service managers pursue optional credentials.
03/15/2022: Huntsville, AL
They should know how to set customer service goals, use CRM tools and build teams.
03/13/2022: Kennewick, WA
Customer service managers with good listening skills can easily pay attention to the customer to understand what they are actually saying.
04/16/2022: Detroit, MI
Step 3: View the best colleges and universities for Customer Service Manager.