The Customer Service Manager is responsible for leading the customer service team in their focus on improving the quality of customer interactions and ensuring efficient service delivery. Expertise with ERP (Enterprise Resource Planning) and CRM (Customer Relationship Management) systems will be crucial in streamlining processes and maintaining detailed records of customer engagements.

General Responsibilities

• Utilize ERP and CRM systems to streamline customer service processes.
• Interact with customers through busy phones and high volume of emails to provide pricing, availability, product cross overs and quotes, order status, assist with identifying product and place orders.
• Ensure that Customers (Distributors and End users) are up to date with the latest product launches and Promotions.
• Communicate and follow up with any discrepancies or customer concerns.
• Actively learn about product features and functions and develop and train staff.
• Develop and implement customer service policies and procedures that align with company objectives.
• Participate in group discussions to identify problems and contribute ideas for solutions and improvements.
• Oversee customer issue resolution, ensuring all problems are addressed promptly and satisfactorily.
• Maintain high levels of customer engagement through effective communication and tailored solutions.
• Analyze customer feedback and collaborate with other departments to enhance product offerings and service delivery.
• Schedule staff to meet demands.
• Approve vacation requests and monitor attendance.
• Lead, motivate, and develop the customer service team to ensure effective performance and growth.
• Evaluate staff performance and council when improvements or discipline is necessary.

Skills & Qualifications

• Concise and professional communication when dealing with customers, colleagues, and business partners.
• Effectively plan and organize tasks to ensure all orders are processed and customer inquiries are completed according to and within deadlines.
• Bilingual in English and Spanish preferred.
• Demonstrates positive attitude, actively listens to colleagues, and works collaboratively with all departments to achieve goal, solve problems, and implement continuous improvements.
• organizational and leadership skills.
• problem-solving abilities and customer-centered approach.
• verbal and written communication skills.

Education & Experience

• degree in Business Administration, Communication, or a related field.
• 7 years of experience as a Customer Service Manager or similar leadership role in a customer-focused industry. Order processing experience preferred.
• proficiency with ERP and CRM systems.
• D365 experience is preferred.
• Dynamics or Salesforce experience is a plus.
• in Microsoft 365 suite of products.