Customer Service Manager

Overview

Manages all activities related to Customer Service and development of company procedures for Customer Service employees by performing the following duties personally or through subordinate supervisors.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following. The Company reserves the right to add to, delete, change or modify the essential duties and responsibilities at any time.   All work is to be completed with minimum supervision and in accordance with Company standards.  Other duties may be assigned.

Customer Service Management Responsibilities

• Develops and Manages Customer Service organizational structure to meet customer needs.
• Establishes procedures and policies that ensure customers consider PetroChoice easy to do business with.
• Develops and manages a comprehensive and detailed CSR procedure manual which promotes consistent, high quality customer service levels.
• Addresses all facets of Customer Service functions including Order Processing, Technical Support, Sales Support, ‘House Account’ relationship and maintenance, and Inside Sales
• Responsible for analyzing and implementing Call Routing Systems which allow for complete CSR coverage for all sales regions.
• Monitors customer calls to observe employee's demeanor, proficiency, technical accuracy, and conformity to company policies.
• Evaluates competancies of all CSRs and establishes training programs to ensure top level performance. 
• Tracks all errors and issues monthly report.
• Evaluates customer complaints and recommends corrective actions to the appropriate Division to resolve and continuously improve.
• Completes a Corrective Action Recommendations (CAR) for complaints listing complaint, reason for complaint, root cause of complaint, and complaint resolution.
• Determines work procedures, prepares work schedules, and expedites workflow.
• Issues written and oral communication regarding changes or additions to products, services, pricing, standard offer, etc.
• Maintains harmony among workers and resolves grievances.
• Prepares composite reports from individual reports of subordinates.

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Supervisory Responsibilities:

Directly supervises Customer Service Representatives. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems.

Travel: Ability to travel 20% of the time.

COMPETENCY:

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service - manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service ; responds to requests for service and assistance.
• Interpersonal - focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.
• Oral Communication - speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
• Team Work - balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit.
• Business Acumen - understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.
• Diversity - shows respect and sensitivity for cultural differences.
• Ethics - treats people with respect; keeps commitments; Inspires the trust of others..
• Attendance/Punctuality - is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
• Dependability - follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on-time or notifies appropriate person with an alternate plan.
• Planning/Organizing - prioritizes and plans work activities; uses time efficiently.

Qualifications

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE:

Associate's degree (A.A.) or equivalent from two-year college or technical school and five years related experience and/or training or equivalent combination of education and experience.

LANGUAGE ABILITY:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of employees, managers, and customers.

MATH ABILITY:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area,circumference, and volume. Ability to apply concepts of basic algebra and geometry.

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REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of Word, excel and powerpower point, and experience working in an enterprise wide system.

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 functions. While performing the duties of this job. The noise level in the work environment is usually moderate.

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.

While performing the duties of this Job, the employee is regularly required to talk or hear and use hands to finger, handle, or feel. The employee is frequently required to sit. The employee is occasionally required to reach with hands and arms. The employee must regularly lift and or move up to 10 pounds.  Specific vision abilities required by this job include Close vision, Peripheral vision, Depth perception and Ability to adjust focus.

EOE