COME JOIN AN AMAZING TEAM! WE WANT TO OFFER YOU A CAREER, NOT JUST A JOB! Stevens Equipment Supply, a member of Daikin Industries Inc., is a wholesale distributor of equipment, parts, and supplies, is seeking a professional, skilled individual for our Customer Service Manager role to support our branch operations group located in Orem, UT. The CSM is responsible for leading and overseeing the customer service team. Ensure a high level of customer satisfaction by managing a team of customer service representatives and implementing effective strategies to improve customer interactions and resolve issues. Collaborate with various departments to enhance customer experience, streamline processes, and contribute to the overall growth of the organization.
Why work with us?
- Benefits are effective on day one for all full-time direct hires
- Training programs are available to help guide team members and develop new skills
- Growth Opportunities - there is immense opportunities to grow your career
- You will be part of a Global Company - our family brands are backed by Daikin Industries, Ltd.
Responsibilities may include :
Lead, mentor, and manage a team of customer service representatives.Provide guidance, training, and performance evaluations to ensure the team meets or exceeds performance metrics.Foster a positive and collaborative team culture that emphasizes excellent customer service.Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.Monitor customer interactions to ensure consistent service quality and adherence to company policies.Address escalated customer inquiries and complaints, ensuring timely resolution.Identify areas for improvement in customer service processes and workflows.Collaborate with other departments, such as sales, marketing, and product development, to implement improvements based on customer feedback.Analyze customer service metrics and trends to identify patterns and areas for improvement.Use data-driven insights to make informed decisions and adjustments to the customer service strategy.Develop training programs and materials for new and existing customer service representatives.Conduct regular training sessions to ensure the team is equipped with the necessary skills to handle customer inquiries effectively.Maintain clear and open communication with other departments to address customer needs and resolve issues efficiently.Collaborate with management to report on customer service performance and suggest improvements.Perform other tasks as assignedNature & Scope :
Ensures work is aligned with the Director's expectations, goals, and visionAccountable for implementation of policies, processes, and procedures for short-term resultsDecisions and problem-solving are guided by policies, procedures and business plan; receives guidance from Senior Manager / DirectorWorks on difficult to moderately complex issues and projectsProvides guidance and training to subordinatesHas authority to hire, recommend pay, establish performance and recommend for terminationLevel of signing authority established by company policy / guidelinesKnowledge & Skills :
Strong leadership, communication, and interpersonal skills.Excellent problem solving and conflict resolution abilities.Data-driven mindset with the ability to analyze and interpret metrics.Proficiency in customer service software and tools.Ability to adapt to changing environments and priorities.Strong organizational and time management skills.Experience :
5 years in customer serviceEducation / Certification :
High school diploma or GED requiredBachelor's degree in business, management, or a related field (or equivalent work experience)Physical Requirements / Work Environment :
Must be able to perform essential responsibilities with or without reasonable accommodations. Some travel may be required - up to 20%. Work schedule may extend outside of standard business hours and days.Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.
The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV / AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.
