CUSTOMER SERVICE MANAGER

Description

JOB TITLE:         Customer Service Manager

REPORTS TO:   Business Development Director

FLSA STATUS:    Non-Exempt / Full-time                                        REVISION DATE:   February 1, 2025

STARTING PAY:  $68,000 Annual (Comp based on experience)              SCHEDULE:                   M – F:  7:30 AM – 4:00 PM

PRIMARY ROLE:  Lead the team responsible for building and maintaining strong relationships with long-term customers.  Promote and maintain brand loyalty with excellent customer service.  Work proactively to resolve customer concerns.  Ensure a pleasant experience for our customers through product knowledge and excellent customer service.  Manage escalated customer service questions or issues with the process – from purchase to shipment.  Work closely with shipping and production to plan the delivery of product to customers on time and complete.  Coordinate goals and establish training programs for customer service representatives. 

KEY MEASURES

1. Manage customer service team and contribute to service quality improvement initiatives, including training.
2. Manage key accounts and set the standard by providing excellent customer service.
3. Monitor customer preferences to determine focus of sales efforts and collaborate with sales team and outside sales representatives.
4. Manage and resolve customer complaints with active listening, knowledge, and communication.
5. Plan and direct staffing, training, and performance evaluations for customer service department.
6. Representing Company at trade associations meetings or customer visits to maintain strong relationships and promote products.

JOB EXPECTATIONS

1. Learn company products, processes, and policies to provide outstanding customer service.
2. Drive the development of superior customer service and high performance while balancing profitability.
3. Support goals and processes to ensure continuity of business and customer satisfaction. 
4. Manage internal conflicts, delegate tasks to team members and provide guidance and direction to the team members.
5. Ability to assess situations, make rational decisions and develop creative solutions.
6. Assist in positively growing Pacer’s culture and values.
7. Foster a positive work environment.
8. Proper communication verbal or written, tone and vocabulary.  Professional demeanor and dress code.
9. Flexible & willing to learn other areas of Pacer’s business.
10. Maintain and clean daily work area to be free of trip, slip and fall hazards.

Qualifications

EDUCATION    

•            REQUIRED: High School diploma or GED with commensurate years of experience

•            PERFERRED: AA or higher in Business, Management or Hospitality

KNOWLEDGE / EXPERIENCE

• 6 or more years of experience in customer service, management experience strongly preferred.
• Marine experience a plus
• Highly organized and detailed oriented
• Knowledge of principles and methods for showing, promoting, and selling products
• Proficient with Microsoft Windows, Internet, and MS Office 365
• Salesforce experience a plus
• Proficient in Excel and analyzing sales information, strategic planning, and resources allocation.
• Experience with office equipment / technology
• Salesforce experience a plus
• Knowledge in customer needs assessment, meeting quality services, and evaluation of customer satisfaction.

SKILLS

• Identifying complex problems and review related information to develop and evaluate options and implement solutions.
• Teaching and training effectively ensuring proper learning and continuity of service.
• Excellent follow-up skills and multi-tasking skills.
• Excellent verbal and written communication to adapt to different customer types.
• Negotiation skills
• Research skills to find answers from current tools, procedures, and databases.

ABILITIES

• Use KPI to evaluate and identify training or process issues.
• Ability to work independently and as part of a team.
• Ability to solve customer problems and evaluate customer satisfaction.
• Ability to contribute ideas and solutions to correct quality or service.
• Ability to identify issues or potential issues and manage or keep them from happening.

PHYSICAL OR SPECIAL REQUIREMENTS / JOB HAZARDS    

• Frequently sit and use the telephone more than six hours per day and walk and stand from occasionally.
• Able to repeatedly use hands and fingers on a computer keyboard, telephone, and other office equipment, and writing.
• Occasionally safely lift or move up to 20 pounds.
• Able to work in an air-conditioned office and warehouse setting.
• Use of proper PPE when entering the warehouse.  Vigilant of forklift traffic.

Other duties, assignments, and responsibilities may be assigned from time to time by any member of PACER management.

Pacer is an independent privately owned business that specializes in wire and cable manufacturing in Sarasota, Florida.  Since we began manufacturing wire in 1993, our focus has been to produce products that are made to benefit the professionals in the pleasure boat industry.  We meet our customers’ needs through excellence in engineering, a knowledgeable sales staff, and an unwavering commitment to customer service.  Our values are the driving force behind everything we do.  Respect, integrity, diversity and inclusion, teamwork, and the spirit of winning propels our teams to excellence.

PACER OFFER COMPETITIVE BENEFITS TO INCLUDE MEDICAL, DENTAL, VISION, LIFE INSURANCE, 401(K), AND EMPLOYEE ASSISTANCE PROGRAM.  TEAM MEMBERS ALSO ENJOY PAID TIME OFF AND NINE (9) PAID HOLIDAYS A YEAR.  

PACER provides equal employment opportunities to all team members and applicants and does not discriminate because of ancestry, age, race, color, gender, gender identity, gender expression, religion, sex (including pregnancy), sexual orientation, national origin, disability, military status, or any other legally protected status.  Equal employment opportunities is extended to all applicants and team members in all aspects of the employer-employee relationship, including but not limited to, hiring, benefits, promotion, termination, layoff, recall, leaves of absence, compensation, and training.

Pacer expects all team members to follow all company policies, procedures, laws, and regulations to ensure an enjoyable and teamwork environment for all team members.

Salary : $68,000