Customer Service Manager (CSM)

Job Summary:
The Customer Service Manager (CSM) will act as a liaison between the Company and our customers, working to develop and maintain strong relationships that promote retention and loyalty within an assigned Division/Region. The CSM will focus on enhancing the customer experience, ensuring customer satisfaction, and driving organic sales growth by maximizing existing services or introducing additional services from other lines of business.

Key Responsibilities:

• Customer Relationship Management:
• Build and maintain strong relationships with existing customers and proactively address their needs.
• Regularly visit client locations to foster rapport and handle any concerns or feedback to ensure satisfaction and retention.
• Identify and pursue opportunities to expand services with current customers and attract potential new clients.
• Sales & Service Expansion:
• Educate customers on the Company's products and services to drive sales growth.
• Collaborate with sales and management teams to achieve division-specific sales, retention, and profit targets.
• Conduct retail inspections to ensure company standards are met and exceeded.
• Problem Resolution & Support:
• Actively resolve customer complaints or concerns and escalate issues when necessary to senior management.
• Address any loss prevention issues and collaborate with management on preventative measures.
• Provide leadership and guidance in the event of customer service challenges, ensuring smooth and efficient problem resolution.
• Reporting & Documentation:
• Maintain detailed records of customer service interactions and reports on customer service actions.
• Manage and prioritize customer service tasks, ensuring that deadlines are met and issues are addressed in a timely manner.
• Regularly communicate with management regarding customer feedback, service improvements, and any operational challenges.
• Professional Development & Representation:
• Attend industry events, conferences, and training to stay updated on market trends and best practices.
• Represent the Company with the highest level of professionalism, aligning with the Company’s values and mission at all times.

Qualifications:

• Education & Experience:
• Bachelor's degree (B.A.) from an accredited four-year college or university.
• A minimum of 2 years of experience in customer service, sales, or a related field; or an equivalent combination of education and experience.
• Experience in sales, marketing, or a customer-facing role is strongly preferred.
• Skills & Abilities:
• Exceptional communication and negotiation skills; able to effectively present information to clients, management, and other stakeholders.
• Strong problem-solving ability and the capacity to handle multiple priorities in dynamic environments.
• Proficiency with MS Office applications (Excel, Word, PowerPoint, Outlook), and familiarity with CRM tools.
• Mathematical & Analytical Skills:
• Ability to calculate figures such as discounts, commissions, and percentages.
• Strong analytical thinking and attention to detail.
• Additional Requirements:
• Ability to travel regionally and company-wide, with occasional overnight stays required.
• A sense of urgency and follow-through to deliver outstanding service.
• Ability to work autonomously and proactively in a fast-paced environment.
• A proven track record of meeting or exceeding sales and customer service goals.

Why Join Us?

• Competitive salary and performance-based incentives.
• Comprehensive benefits package, including health, dental, and vision.
• Opportunities for professional development and career growth within a dynamic organization.
• A collaborative and supportive team culture focused on success and innovation.

Notice: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. EEO/Veteran/Federal Contractor

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Pulaski, TN 38478 (Required)

Ability to Relocate:

• Pulaski, TN 38478: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000