** Manager, Customer Service**

**Job Category****:** Customer Service **Requisition Number****:** MANAG003265 Showing 1 location **Job Details**

**Description**

** **JOB DESCRIPTION****

**II. STATEMENT OF PURPOSE**

Responsible for providing quality and efficient customer service to customers through the daily management of a customer service team to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem-solving. Additionally, responsible for assisting managers with development, analyses, and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.

**III. RESPONSIBILITY FOR WORK OF OTHERS**

Ensure employees have appropriate training and other resources to perform their jobs. Direct supervision of them.

**IV. BUSINESS COMMUNICATION**

Must be skilled in computer systems and demonstrate the ability to communicate to a variety of audiences.

**V. SUPERVISION REQUIRED**

Limited

- **EDUCATION REQUIRED**

High School Graduate with additional documented training in Computer Science or a minimum of two years equivalent work experience in a specific field.

* **TRAINING AND SPECIALIZED KNOWLEDGE REQUIRED**

Superior interpersonal skills in dealing with employees, internal and external customers. Must be skilled in computer systems. Must have supervisory experience.

**VIII. EXPERIENCE REQUIRED**

Proven leadership experience, superior interpersonal skills, ability to develop and motivate team, problem-solving abilities, ability to provide and support a vision and direction.

**IX. TRAVEL REQUIRED**

None

- **SPECIFIC DUTIES AND RESPONSIBILITIES**

* Provide daily direction and communication to employees that customer service calls are answered in a timely, efficient and knowledgeable manner.

* Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.

* Assist manager with the daily operation of the call center to include the development, analyses, and implementation of staffing, training, telemarketing, scheduling, and reward recognition programs. Work as a member/leader of special or ongoing projects that are important to area/process improvement.

* Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.

* Use appropriate judgment in upward communication regarding department or employee concerns.

* Enter new products and adjust pricing into Mas 200.

* Approve PO receipts on Mas 200.

* Assist with eCommerce center questions, POs, and additional projects as assigned.

* Respond to and resolve employee relations issues expressed by team members; create and maintain a high-quality work environment so team members are motivated to perform at their highest level.

* Address disciplinary and/or performance problems according to company policy.

* Prepare disciplinary paperwork and communicate effectively with employees on performance issues to enable improvement and make effective & appropriate decisions relative to corrective action as required. Collaborate with Human Resources.

* Other duties as assigned.

- **PHYSICAL DEMANDS**

While performing the duties of this job, the employee is in a moderate office environment. The employee is regularly required to sit; stand; walk and use hands.

**XII. WORK ENVIRONMENT**

The noise level in the work environment is usually moderate. When in the Manufacturing area, hearing protection may be required depending on the department.

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)