Customer Service Manager

Your role

As a Customer Service Manager, your mission is to provide Customer Service to end users and distributors, ensuring that the company business goals of growth, market share, profitability and customer satisfaction are met.

Responsibilities Include:

• Provide daily oversight and supervision of Customer Service Representatives, ensuring accurate and timely handling of customer inquiries, order entry, inventory and pricing issues, and shipping/receiving processes.
• Assist Customer Service Representatives to obtain basic service product knowledge.
• Develop the Customer Service team to upsell service products.
• Call Center administration and support management.
• Assist in investigating problems relating to part sales, inventory, pricing, deliveries, returns, credits and technical issues.
• Assist staff with daily calls during vacation periods or as needed.
• Assist the VP/Business Line Manager – Service with liaison activities between customers and sales representatives, and assisting sales and management with routine and special requests and projects.
• Participate in employee development programs including product and application training, business and personal development.
• Administer annual performance reviews.
• Perform other duties as assigned.

Supervisory Responsibilities:

This position supervises 5 to 7 Customer Service Representatives

To succeed, you will need

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

This position requires a 4-year, bachelor’s degree or an equivalent combination of education and experience.

Desired Skills:

• Ability to write reports and business correspondence 
• Ability to effectively present information and respond to questions from managers, clients, customers, and the general public 
• Ability to perform basic math functions including addition, subtraction, multiplication, and division using whole numbers, fractions, and decimals 
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations 
• Ability to apply common sense understanding to carry out instructions in written, oral, diagram, or schedule form 
• Ability to solve problems and work with a variety of variables in situations with limited standardization 
• Ability to define problems, collect data, establish facts, and draw valid conclusions 
• Intermediate proficiency in email, word processing, spreadsheet, and contact management software 

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

This role offers a hybrid working arrangement, allowing you to split your time working 4 days from the Rock Hill,SC office and working 1 day at home.

Contact information

 Talent Acquisition Team: Betsy Elizabeth Griffith