Customer Service Manager

Job purpose

As a Customer Service Manager, you will play a pivotal role in driving sales productivity and effectiveness by providing strategic support, training, and resources to our sales team to penetration into new markets and end-users of security door hardware. You will collaborate closely with various departments including Sales, Marketing, Product Management, Operations, and production to ensure alignment of goals and strategies, ultimately contributing to the achievement of revenue targets and business objectives.

Duties and responsibilities

Team Leadership & Management:

• Supervise, train, and mentor sales and technical team.
• Set performance goals and conduct performance evaluations.
• Address employee concerns and provide support.
• Implement strategies to improve employee performance and retention.

Customer Service Strategy & Implementation:

• Develop and implement customer service policies and procedures.
• Identify areas for improvement in customer service processes.
• Monitor customer service metrics and analyze data to identify trends.
• Implement strategies to improve customer satisfaction and retention.

Customer Interaction & Issue Resolution:

• Respond to customer inquiries and complaints.
• Escalate complex issues to appropriate personnel.
• Ensure accurate and timely responses to customer inquiries.

Communication & Collaboration:

• Communicate customer service objectives to the team and the business.
• Coordinate with other departments to address customer issues.
• Gather and analyze customer feedback to improve service.

Continuous Improvement:

• Stay up-to-date on industry trends and best practices.
• Identify opportunities for process improvement and innovation.
• Develop and implement training programs to enhance team skills.

· Abide by and embody the core values and vision of Surelock McGill, LLC.

· Other duties as assigned.

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 essential functions.

Must have a valid driver’s license, passport, and current automobile insurance.

EDUCATION and/or EXPERIENCE Bachelor’s Degree (B.A.) from a four year college or university; or 5-7 years outside sales experience; or equivalent combination of education and experience. Strong organizational skills and efficient computer skills in Microsoft Word, Excel and PowerPoint required.

LANGUAGE SKILLS AND COMMUNCATION SKILLS Ability to read, write, follow directions, and possess above average listening skills. Ability to effectively present information and respond to questions from all levels within an organization. Strong interpersonal skills and a sensitivity to customer needs and business issues. Excellent telephone and electronic communication skills required.

MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, discounts, percentages, and margins, as well as the ability to interpret and present this information in written or graphical formats.

REASONING ABILITY Ability to solve practical problems and deal with a selection 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.

Working 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.

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. The employee is frequently required to stand and walk. The employee is occasionally required to sit and reach with hands and arms. The employee must occasionally lift and or move up to 40 pounds. The employee will frequently need to lead or assist the installation or adjustment of door hardware on doors of varying heights that may require the use of step stools, ladders, planks, or rigging. The employee must be able to accept the physical demands of frequent travel.

Direct reports

Sales Enablement Specialist

Business Development Manager

Technical Service Supervisor

Technical Product Specialist

Job Type: Full-time

Pay: $62,914.00 - $66,137.00 per year

Benefits:

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

Shift:

• 8 hour shift

Ability to Commute:

• Lexington, KY 40509 (Required)

Ability to Relocate:

• Lexington, KY 40509: Relocate before starting work (Required)

Work Location: In person

Salary : $62,914 - $66,137