Customer Service Manager

SUWANEE, GA 30024

Posted: 09/04/2018 Industry: Project Manager Job Number: 000002236

Our client is a manufacturing leader and innovator of industrial and recreational floor mats with over $100 million in revenue. Their primary manufacturing facilities are located in Suwanee, Georgia.

We are currently seeking a Customer Service Manager that will be responsible for the overall performance of the customer service team. The CSM will be a leader and role model that solves problems, cultures an environment of growing sales, and manages a department that fosters a passionate commitment to customer service.

Responsibilities:

•Ensure all customer inquiries, via phone, fax, email, etc. are addressed thoroughly, timely and in a professional manner.

•Ensure sales targets are met by each customer service team member, including personal targets.

•Ensure that each account has an account manager assigned from within the customer service tea, and monitor the contact and quality of support.

•Serve as escalation point for customer issues.

•Develop and implement strategies for up-selling, cross-selling and specialty campaigns.

•Monitor department sales and AR performance; collaborate with sales team and accounts receivable to ensure accounts are up to date.

•Create a results-orientated team that 'Challenge Everything' and look after both the sales and the administration needs of their customers.

•Identify training and development needs for employee engagement by investing in the organization’s values of respect and teamwork.

•Monitor and report delivery metrics, like lead times, On Time Delivery, and On Time to Request.

•Develop job performance standards and goals for all service sales representatives to achieve customer retention and revenue objectives.

Requirements:

•Bachelors degree or equivalent work experience.

•2-3 years as customer service manager.

•Exceptional communication skills, both written and verbal.

•Highly developed sales telephone skills, with the ability to train and motivate CS reps to maintain a high level of outbound calling.

Client provides outstanding benefits to our employees:

•Comprehensive medical, dental & vision

•Life (Company paid & additional voluntary option)

•Matching 401(k)

•Disability (Short & Long Term)

•Critical Illness

•Supplemental Child Care

•Professional Development

About TRC Professional Solutions

For over 10 years, professionals and employers have trusted TRC Professional Solutions with their business and careers. Year after year, Inavero’s Best of Talent and Staffing awards have been presented to TRC Professional Solutions for providing superior service and results to both our clients and job seekers. We create a different experience for our candidates and clients by remaining solely focused on bringing the right talent to the right opportunity, throughout every stage of our unique recruitment process. For more information, visit: https://www.trcprofessionalsolutions.com/

Send resume to heather.moore@trcstaffiing.com

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