Customer Service Manager

About Us:
PolyJohn Enterprises is a leading manufacturer of portable sanitation products and a trusted partner in the industry. We are committed to delivering exceptional products and services to our customers. We are seeking an experienced and motivated Customer Service Manager to lead our customer service team and enhance the customer experience.

Position Overview:
The Customer Service Manager is responsible for overseeing the customer service department, ensuring high levels of customer satisfaction, and driving the team to meet and exceed service goals. This role involves managing daily operations, developing policies and procedures, and collaborating with various departments to improve overall service delivery.

Key Responsibilities:

Team Leadership:

• Manage, mentor, and develop the customer service team, fostering a positive and productive work environment.
• Conduct regular performance evaluations, provide feedback, and implement training programs to enhance team skills.

Customer Engagement:

• Oversee customer inquiries, complaints, and feedback to ensure prompt resolution and maintain high customer satisfaction levels.
• Develop and implement strategies to improve customer service processes and enhance the customer experience.

Operational Management:

• Monitor and analyze key performance indicators (KPIs) to track team performance and identify areas for improvement.
• Ensure compliance with company policies and industry regulations in all customer service interactions.

Collaboration:

• Work closely with sales, logistics, and production teams to address customer needs and improve service delivery.
• Participate in cross-functional meetings to provide insights on customer trends and feedback.

Reporting:

• Prepare reports on customer service metrics, trends, and initiatives for management review.
• Present recommendations for process improvements and resource allocation.

Qualifications:

• 3-5 years of experience in customer service management, preferably in the manufacturing or industrial sector.
• Strong leadership skills with a proven ability to manage and motivate a team.
• Excellent communication and interpersonal skills, with a focus on customer satisfaction.
• Proficient in customer service software and CRM tools.
• Strong analytical and problem-solving skills.

Additional information:

• On-Site, Monday to Friday

The successful candidate will also embody our core values:

Respect: We see value in every person (customers, coworkers, and yourself). We listen as much as we speak and embrace our diverse strengths.

Do the Right Thing: We challenge ourselves to act with integrity, even when no one is watching. We are an ethical example others can follow and own our actions, good or bad.

Team Player: We recognize that we’re better as a team. Our collective strength is unmatched. Our Company’s success is everyone’s success. Together we can tackle any hurdle and emerge stronger.

Have the Right Attitude: We lead with a servant’s heart. We challenge our boundaries - always learn and always grow. We see hurdles as opportunities, not obstacles.

Expect Excellence: We demand the best from ourselves daily; settle for nothing less. We inspire and encourage others to reach their highest potential. We expect top-notch results and showcase it in the quality of our work.

PolyJohn’s Team Member Traits for Teamwork:

Consistently fosters a collaborative atmosphere within the team.

Actively engages and supports the ideas of others.

Demonstrates exceptional communication skills and facilitates effective problem-solving within the team.

Proactively shares resources and knowledge with teammates to enhance overall team performance.

Recognizes and respects the diverse strengths and abilities of each team member, leveraging them to improve team performance.

PolyJohn’s Team Member Traits for Attitude:

Exhibits a positive outlook and willingly tackles challenging tasks.

Offers support and encouragement to colleagues, contributing to a positive work environment.

Adopts a constructive approach to feedback and demonstrates the ability to adapt accordingly.

Embraces challenges and delivers results, showcasing a hardworking attitude.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional development and growth.
• A collaborative and supportive work environment.
• The chance to work with a dedicated team passionate about making a difference in the industry.

PolyJohn Enterprises is committed to providing a workplace free from discrimination or harassment. We expect every member of the PolyJohn community to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included, and is afforded the respect and dignity they deserve.

Decisions related to hiring, compensating, training, evaluating performance, or terminating are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and candidate feel welcome.

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Content creation: 2 years (Required)
• Social media management: 2 years (Required)

Work Location: In person

Salary : $80,000 - $100,000