Customer Service Manager

**\*\*This role is not open for submission from outside staffing agencies\*\*** **CUSTOMER SERVICE MANAGER** **$70k-$80k/year** The Customer Service Manager is a Senior-level position that provides leadership and management to a customer service support organization servicing products and services. Executes business strategy and processes to adapt and support customer requirements. Initiates and/or implements corrective action for complex customers and issues as needed to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Identifies and contributes with the generation of potential sales leads to the organization. Planning and development of specific target markets and groups and the actual service “package” will be developed as a team program in conjunction with the project manager, customer service representative, order entry, and sales representatives. Manages and/or implements corrective action as needed to ensure that an excellent standard of service and a high level of Trulite’s Platinum customer service levels are maintained. **Who You Are:** - Highly self-motivated individual with a driven mentality - Customer oriented - Motivating Leader - Strategic thinker - Organized **Skills You Bring:** - **5-8 years of customer service or relevant experience to include at least** **5 years supervisory/management.** - **Bachelors Degree preferred.** - **Manufacturing experience required. Related glass industry experience preferred.** - **Experience managing and leading a customer service organization of 15 plus direct reports preferred.** - Must be able to multi-task, organized, efficient, and accurate. - Self-motivated and goal-oriented person with a drive to succeed to maximize business results. - Fosters a whatever it takes attitude to get the job done attitude. - Must have excellent communication (written and oral), interpersonal, time management, and conflict management skills. - Experienced user of Microsoft Office 365 suite. - Ability to calculate discounts, fractions, percentages, area circumference, and volume. Ability to apply concepts of basic algebra and geometry. - Must be able to perform the duties and responsibilities with or without reasonable accommodation. - Must pass criminal background check. **What You Will Do:** - Manage and coordinates activities of workers in the Glass Customer Service departments. - Oversees, onboard and/or conducts training of new or existing employees to include processes, work methods, and procedures. - Introduces new products to verify conformance to company specifications and service to customers. - Provides employees with timely and accurate feedback of performance reviews, disciplinary problems, material shortages, equipment problems etc. when required or appropriate. - Interview, Onboard, and exit employees as needed. - Responsible for retention, training and continued development of hourly and exempt employees - Interfaces with team members on a daily basis, involved with decisions concerning all aspects of customer service, production and sales to drive customer improvement and overall satisfaction. - Ensures on-time delivery, management of the flow of raw materials and inventory to meet customer commitments. - Subject Matter Experts on all products, codes and systems (Axapta, Support Center Plus, etc.) - Handles internal and external customer issues in a professional and timely manner. - Responsible for ensuring teams performance of time-sensitive daily order entry and price quotes. - Responsible for adhering to product and customer specifications. - Maintains compliance with all required employment laws and OSHA regulations and policies. - Provides timely and accurate management reporting. - Works closely with the sales team to ensure estimating adheres to standards, processes, and key performance indicators. - Processes customer COD/CIA payments. **Why Trulite:** **Trulite** offers the most comprehensive benefit coverage in th…