Are you a customer orientated, hands-on worker with a sharp attention to detail, ability to work in a fast-paced environment, and the ability to provide outstanding customer service? Fulcrum Lifting, LLC is looking for a Full-Time Customer Service Manager. The successful candidate will lead, manage, and oversee all aspects of Customer Service and Customer Service Personnel and ensure we are maintaining profitability and providing excellent sales support to customers via the telephone, email, or in person. The individual will work with customers, sales, and production to provide outstanding customer service.
Fulcrum Lifting is a family owned, full-service rigging shop that fabricates, distributes, services and inspects rigging equipment. The company has thrived for over 40 years and has been successful due to the strong commitment to quality customer care which will be reflected in this role. Over half of our employees have been with the company for over 5 years. You will serve as a representative of the company, responding quickly to customer and company needs.
Job Responsibilities:

• Ability to lead a highly knowledgeable team of Customer Service Representatives to achieve desired daily, weekly, monthly, and annual goals.
• Oversee receipt of orders from customers via counter sales and/or inbound telephone or email
• Develop Strong relationship with Branch Manager, Sales Manager and Sales Team member(s) to exceed customer needs and expectations
• Oversee sales activities in regards to pricing, order write up, complaints, and special circumstances that may arise.
• Assess local market conditions and identify sales opportunities. Communicate Sales opportunities with Sales Team
• Manage all Returned Goods for Credit and Documentation
• Maintain relationship with vendors to stay abreast on product information / developments
• Report any complaints or problems to the Branch Manager and/or Director of Operations
• Review sales orders, ensuring accuracy of all fields and showing pertinent information
• Assist in the maintenance of Fulcrum Lifting’s inventory
• Ensure completed orders are sent to the Shop Manager for fulfillment
• Coordinate material requirements with Purchasing
• Required to stay abreast on product information / developments
• Assist the Shop Manager in prioritizing workload and delivery of product
• Assist in daily Customer Service activities as needed
• Ensure proper training and onboarding of new Customer Service Representatives
• Ensure Sales and Marketing initiatives are carried out and successful.
• Other tasks and responsibilities based on business needs.

Requirements:

• High School Diploma

Work experience:

• 5 years of experience in customer service
• 5 years experience in a similar industry
• 3 years in a leadership position

Job specific attributes/skills:

• Computer knowledge – Microsoft Office - Excel, Word, Outlook
• Team builder with the ability to inspire and develop talent
• Detail orientation
• Outstanding Customer Service Skills
• Ability to prioritize and multi-task
• Solid and effective oral and written communication skills
• Accuracy
• Follow through

Benefits:

• Competitive salary and company-based incentives
• Comprehensive health benefits package
• 401(k) retirement plan with employer contribution
• Paid time off and holidays