Customer Service Manager

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The Customer Service Manager reports to the President and is responsible for the day-to-day operations of the Customer Service and Merchandising teams. This role allocates workflow, provides at-need coaching and development to ensure personalized, high-quality service, and implements best practice strategies that increase profitability, customer retention, and alignment of every team member with the mission. Key Duties & Accountabilities - Lead day-to-day operations within Customer Service and Purchasing managing daily activities, supervising staff, and allocating tasks to ensure timeliness, accuracy, quality, and performance standards - Reallocate workflow with temporary assignments to expedite orders and maintain orderly workflow based on business and customer priorities - Ensure Merchandisers communicate cost changes proactively to Sales and Customer Service so they can take necessary steps to protect/increase profit margins. - Maximize profitability by pushing back on cost changes, and negotiating for the lowest “delivered” cost to include minimum order size for n/c freight etc. - Coordinate with inventory control to determine and manage inventory needs. - Ensure Customer Service Representatives are keeping Price Lists current and assessing GP$/UOM on orders to protect margin, alerting manager to potential issues - Set an example by embracing the mission and leveraging best practices to deploy strategies focused toward that mission - Develop, implement and contribute to the continuous improvement of customer service and merchandising written work instructions, service procedures, policies and standards, and operationalizing personalized service - Provide at-need coaching and access to training resources to train new employees, and provide continuous coaching to elevate staff capabilities, and ability to service internal and external customers - Control resources and utilize assets to achieve qualitative and quantitative targets - Develop and track Customer Service and Merchandising KPI’s, analyze statistics and compile accurate reports to elevate service quality, reduce service failures and contribute to protecting margin - Take ownership of customers issues and follow problems through to resolution
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Location:
Weyers Cave, VA, United States

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