What are the responsibilities and job description for the Customer Service Manager position at Marborg Industries?
JOB TITLE: Customer Service Manager
LOCATION: Santa Barbara (occasional visits to Santa Maria)
FLSA EMPLOYMENT CLASSIFICATION: Exempt
REPORTS TO: VP of Finance & Contracts
DIRECT REPORTS: Customer Service Representatives, Receptionist and Scale House Operator
Position Summary
The Customer Service Manager will focus on leading a full range of administrative and training functions including developing service procedures to streamline business processes and enhance inter-departmental cooperation. This position is responsible for managing the Customer Service Department with a focus on team development as well as coordinating efforts across multiple lines of business including operations, accounting, and customer service. You will also be supporting the Executive Staff in implementing corporate goals and standards.
A TYPICAL DAY: This is not just a job; this is a dedicated team determined to deliver exemplary customer service. We believe in making a difference every hour, every day. Our positive energy and time are invested for the purpose of a cleaner future, the next generation, and a greener environment.
DUTIES AND RESPONSIBILITIES include but are not limited to the following:
This position manages all employees in the Customer Service Department. Responsible for the performance management and hiring of the employees within the department.
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. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions:
Core Competencies
Knowledge, Skills, Abilities And Experience
Bachelor’s degree in business or communication or 5 years of experience in customer service management role.
Language Skills
Ability to speak read and write in English, with the ability to write routine reports and correspondence and speak English effectively before groups of customers or employees of organization. Bilingual English/Spanish a plus.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
Work Environment
This position is in a standard office setting. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. Specific vision abilities required by this job include close vision and the ability to adjust focus. WORK ENVIRONMENT:
We are a drug free & alcohol-free work environment.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
While performing the duties of this job, the employee is frequently exposed to moving mechanical parts, fumes, or airborne particles, and outside weather conditions. The employee is occasionally exposed to wet and/or humid conditions; high, precarious places; fumes or airborne particles; and vibration. The noise level in the work environment is usually loud and dirty. Required to put on protective outfits, like gloves, safety footwear, and hardhat. Travel occasionally to Santa Maria office.
PI266067816
LOCATION: Santa Barbara (occasional visits to Santa Maria)
FLSA EMPLOYMENT CLASSIFICATION: Exempt
REPORTS TO: VP of Finance & Contracts
DIRECT REPORTS: Customer Service Representatives, Receptionist and Scale House Operator
Position Summary
The Customer Service Manager will focus on leading a full range of administrative and training functions including developing service procedures to streamline business processes and enhance inter-departmental cooperation. This position is responsible for managing the Customer Service Department with a focus on team development as well as coordinating efforts across multiple lines of business including operations, accounting, and customer service. You will also be supporting the Executive Staff in implementing corporate goals and standards.
A TYPICAL DAY: This is not just a job; this is a dedicated team determined to deliver exemplary customer service. We believe in making a difference every hour, every day. Our positive energy and time are invested for the purpose of a cleaner future, the next generation, and a greener environment.
DUTIES AND RESPONSIBILITIES include but are not limited to the following:
- Plan, direct, and supervise the operations of the Customer Service Department through training and mentoring to ensure employees are motivated, challenged, and deliver results.
- Develops, implements, and evaluates effectiveness of current procedures related to the operation of any of the following Customer Service areas: customer service operations in multiple departments, billing and collections services, customer account management, training, field activity management.
- De-escalates critical or complex customer issues that require higher-level intervention. Shows empathy and respect in every interaction.
- Identify trends and provide actionable insights to improve overall customer service quality.
- Analyze customer complaints and use data to make informed decisions on process or service changes.
- Evaluates, designs, and implement improvement initiatives to deliver increased productivity, process efficiency, improved quality and deliver an industry leading customer experience.
- Identify training and development needs for the Customer Service Team. Develop and implement new training materials related to business systems.
- Lead initiatives to enhance customer service processes or implement new tools and technologies.
- Identify and anticipate internal customer requirements, expectations, needs and facilitate solutions to provide necessary support.
- Maintain a consistent, high level of productivity and demonstrates a strong drive to achieve meaningful results. Monitor the call queue to strengthen team performance.
- Take immediate and independent action to resolve issues or problems when they arise.
- Selects, trains, motivate all applicable staff including new hires, through on-boarding, open communication, training and development opportunities and performance management processes; build and maintain employee morale and motivation.
- Interact with leadership of other departments to maximize efficiency and communicate opportunities for improvements.
- Perform month end procedures to close Soft-Pak modules.
- Perform all other duties as assigned in a professional and efficient manner.
This position manages all employees in the Customer Service Department. Responsible for the performance management and hiring of the employees within the department.
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. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions:
Core Competencies
- Doing Good – (i.e. Code of Conduct).
- Making Good – (i.e. Accountability, responsibility and ownership for a problem).
- Treating People Well – (i.e. Works cooperatively and effectively with others).
- Environmentally Focused (i.e. Employee takes initiative as a LEED building initiative to preserve and improve our local environment for future generations).
- Observant: (i.e. Employee can identify safety or operational deficiency’s and to quickly implement a correction).
- Safety Matters: Employee actively participates and promotes a safe and healthy workplace.
Knowledge, Skills, Abilities And Experience
- A thorough knowledge of the products and services MarBorg offers.
- Excellent problem-solving skills required. This includes the ability to solve practical problems and deal with multiple variables in situations where only limited standardization exists.
- Excellent verbal and written communication skills - able to communicate with a diverse population in a consistently informative, confident, respectful, and professional manner.
- Principles of leadership, supervision, development and training,
- Strong team building skills.
- Ability to analyze customer service metrics and KPIs (e.g., customer satisfaction, response time, issue resolution) to identify trends and areas for improvement.
- Ability to maintain calm under pressure.
- Ability to resolve customer complaints effectively.
- 5 years of experience in customer service management, facilitation and training development role required.
- Project Management skills.
- Experience in developing processes, procedures, creating training contents and materials.
- Excellent communication and relational skills.
- Demonstrated experience with standard software applications, including MS Office and Windows. Data management skills and ability to produce reports. Manipulate, analyze and interpret data using SQL or other query tools.
- Ability to effectively communicate with people at all levels of the organization and diverse styles.
- Able to develop and manage people and projects in order to achieve or exceed organizational goals.
- Able to demonstrate a high degree of independence, initiative and organization.
- Able to prepare, evaluate, and report on Customer Service performance metrics.
- Strong management skills and the ability to provide leadership and development to subordinates.
Bachelor’s degree in business or communication or 5 years of experience in customer service management role.
Language Skills
Ability to speak read and write in English, with the ability to write routine reports and correspondence and speak English effectively before groups of customers or employees of organization. Bilingual English/Spanish a plus.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
Work Environment
This position is in a standard office setting. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. Specific vision abilities required by this job include close vision and the ability to adjust focus. WORK ENVIRONMENT:
We are a drug free & alcohol-free work environment.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
While performing the duties of this job, the employee is frequently exposed to moving mechanical parts, fumes, or airborne particles, and outside weather conditions. The employee is occasionally exposed to wet and/or humid conditions; high, precarious places; fumes or airborne particles; and vibration. The noise level in the work environment is usually loud and dirty. Required to put on protective outfits, like gloves, safety footwear, and hardhat. Travel occasionally to Santa Maria office.
PI266067816
