What are the responsibilities and job description for the Customer Service Manager position at Imperial?
SUMMARY :
Responsible for providing quality leadership to the customer service staff by motivating, coaching, counseling, training, problem solving and support. Provide customer service to Imperial's customers and sales team. Assists customers via incoming calls, tracking and entering orders in the system and ensuring accuracy of all information.
ESSENTIAL RESPONSIBILITIES / DUTIES INCLUDE :
- Manages all aspects of Imperial Distributors' customer service policies, objectives, and initiatives.
- Provides daily direction and communication to team members so that customer service calls are answered in a timely, efficient, knowledgeable, and accurate manner.
- Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation.
- Answering incoming customer calls, taking, and processing customer orders and responding to customer and team members questions.
- Makes recommendations for changes to products or services based on customer feedback and requests.
- Work collaboratively with Purchasing, Accounting, Sales Management and Distribution Center Personnel to assist in order coordination, customer questions, inventory inquiries and resolving customer related problems by successfully navigating and utilizing the AS400 System.
- Hire, train, and supervise customer service representatives
- Provide performance feedback and coaching on a regular basis to each team member.
- Ensure that team members have appropriate training and other resources to perform their jobs.
- Respond to and resolve issues / questions expressed by team members and create and maintain a high-quality work environment so team members are motivated to perform at the highest level.
- Address disciplinary and / or Performance problems according to company policy.
- Assist in establishing work procedures, SOP's and processes that support company and departmental standards and strategic goals.
- Document in SOP template all processes that CS department is responsible for as well as perform a yearly revision of existing SOP's to ensure they are all up to date.
- Partner with Sales Service Representatives and / or regional sales managers to meet and exceed customer service expectations.
- Work with DC management team to coordinate seasonal loads in remote seasonal facility (cubic reports, order conversion, order processing and delivery).
- High level of discretion pertaining to confidential information
- Perform other related duties as assigned by the Manager and Director.
QUALIFICATIONS : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.
PHYSICAL DEMANDS : The physical demands 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.
Work Environment
