What are the responsibilities and job description for the Customer Relations Manager position at Sunburst Memorials?
Job Title: Customer Relations Manager
Are you looking for an opportunity to bring your management and customer service experience to a Star Tribune Top 200 Workplace in MN? Sunburst Memorials was founded in 1917 on the principles of compassion and expert craftmanship which has grown us into the trusted name in memorial services we are today! We are committed to honoring and celebrating the lives of those we cherish and would love to be your new home!
Company Intro:
Sunburst Memorials has been in business since 1917 and is a division of St. Cloud Industrial Products, Inc. (SCIPI). We believe that our values and conducting business the SCIPI way has led us to growing our business to over 20 retail stores across the Midwest. We are a 100% employee-owned organization based in Central MN, employing 250 team members across the Midwest and Canada.
This position is located at our Sunburst Memorials Headquarters in St. Cloud, also known as the Granite City, is home to several parks and attractions highlighting our granite mining history. For example, Quarry Park and Nature Preserve is a 683 acre preserve with 20 former granite quarries and is a great place to swim, scuba, fish, climb, or admire.
Position Description:
The Customer Relations Manager plays a vital role in leading and managing the Estimating and Customer Service Teams, ensuring exceptional customer satisfaction, efficient operations, and accurate project delivery. The role serves as the primary point of contact between customers and internal departments, driving the development and implementation of strategies that enhance customer experience, strengthen client relationships, and support company goals.
The Customer Relations Manager oversees the estimation process to ensure accurate, competitive, and timely project quotes while maintaining profitability. They will also manage customer service, ensuring prompt and effective communication, resolution of customer concerns, and adherence to service standards.
Essential Functions:
- Team Leadership & Performance Management: lead, mentor, and train teams, conduct performance reviews, address issues, oversee alignment with objectives, provide coaching for process improvement, lead team meetings & one-on-ones, and develop KPIs to measure success and identify improvement areas
- Process Improvement & Cross-Department Collaboration: monitor and optimize workflow processes for efficiency and alignment with customer needs, collaborate with various departments to align requirements with capabilities, and ensure adherence to standards, policies, and procedures while refining work processes
- Customer Satisfaction & Operational Support: analyze customer feedback, resolve quality issues and warranty claims, develop and manage operational templates and documents, address escalated complaints, serve as backup for teams, and identify and mitigate safety hazards
- Data Management & Workflow Support: perform data entry for memorial products, manage warranty claims and solutions, learn and utilize the ERP system to improve workflows and support team efficiency, and handle other assigned duties
Top Benefits or Perks:
As a team member at Sunburst Memorials, you’ll enjoy:
- A path to ownership in the company through our Employee Stock Ownership Plan (ESOP)
- Comprehensive benefits package, including health, vision and dental insurance and a Health Savings Account (HSA) option with a generous company contribution
- Employer paid short-term and long-term disability coverage
- Paid holidays and paid time off
- A collaborative environment where we believe that laughter and fun bond us together
Knowledge, Skills, and Abilities:
- Ability to prioritize, schedule, and delegate with excellent written and verbal communication skills
- Forward thinker who is always looking for ways to improve the company
- Excellent attention to detail and ability to work independently and with a team
- Proficiency in NetSuite and Microsoft Office, specifically Outlook, Excel, and Word
- Strong organizational, problem solving, critical thinking, math, and spelling skills
- Self-motivated, positive attitude, and the ability to work with employees and customers at all levels of the organization
Required Experience:
- Bachelor's degree in business or related field
- 5 years of management experience related to client services
- Experience with Microsoft Office
- Valid driver’s license with clean driving record
Preferred Experience:
- Understanding of funeral homes, granite industry, and/or retail store operations
- Understanding of pricing and profitability and/or estimating background
- Warranty claim experience
- Public speaking experience
Working Conditions:
- Ability to lift up to 50 lbs., sit, bend, and stand for long periods of time and can go up and down stairs
- Significant time on the phone communicating
- Ability to travel if needed for on site training, tradeshows, or development
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or genetic information.
We provide reasonable accommodations to qualified individuals with disabilities as required by the Americans with Disabilities Act (ADA).