Position Summary:

The role of the Customer Service Manager is to provide exceptional customer service while promoting excellence, accuracy, and growth throughout the entire organization. As Customer Experience Manager you’ll oversee all aspects of customer journey across operations including order fulfilment, customer relations, Smooth-On POS system and working across departments to ensure customers receive first-class service at all levels. The Customer Experience Manager will motivate and lead direct reports and coworkers to work toward common corporate goals and objectives.

Essential Job Functions:

• Partner with production team while leading order fulfillment needs and planning.
• Develop and implement customer service standards and procedures while improving the customer service experience.
• Engage customers and facilitate organic growth for both domestic and international orders.
• Oversee day-to-day operations in the Customer Service Department including international shipments (exports), with ability to perform all department job duties.
• Provide guidance and support for international orders while overseeing export logistics.
• Work with IT Development Team to design and implement ERP programming enhancements while becoming a subject matter expert in Smooth-On’s ERP and POS systems.
• Partner with Reynolds Operations team to service wholly owned distributors while creating processes to help improve distributor order fulfillment and purchase order planning.
• Continuously follows up with outstanding customer orders and communicates regularly with shipping department to monitor order status.
• Learn other customer service tasks to assist in being a backup person when other team member is out which may include billing, invoicing, processing ECOMM, Amazon and other online order systems.
• Assumes ownership of customer complaints and recommends corrective actions to the appropriate division to resolve and continuously improve customer relations.
• Ability to handle fast paced environment while encouraging change within the department.
• Recruit, mentor and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment.
• Oral Communication - speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
• Teamwork - balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit while providing direction, motivation and coaching to department employees.
• Work with all employees, customers, and vendors in a civil, professional, and respectful manner always – verbally, non-verbally and in writing.
• Work across departments to problem solve and develop and implement change as needed.
• Maintain accurate records and document customer service actions and discussions.
• Willingness to travel as needed (up to 10%).