What are the responsibilities and job description for the Customer Service Manager position at The Plant Company?
COMPANY PROFILE
The Plant Company (TPC) is a newly established business expanding into its Phase 2 production facility, bringing us to 10 acres! Phase 2 encompasses a greenhouse facility along with a production barn. This is a state-of-the-art, controlled-environment greenhouse for the sustainable production of tropical indoor foliage plants of consistent and exceptional quality.
The ideal candidate will want to help us continue our growth with a sense of pride in how you contribute to our success daily and as a crucial part of the successful Proven Winners leafjoy® brand that is flourishing nationwide! Join an inclusive start-up culture where we run on EOS (Entreprenerurial Operating System) , believe in tackling issues with your valuable perspective on our team, and have many opportunities for career growth!
We believe " together we grow stronger ," which applies to employees, vendors, and customers. The four core values that identify this company are :
1. Caring About People, Plants, and Process
2. Growth Oriented
3. Customer First
4. "Can Do" Attitude
JOB SUMMARY
We are seeking a strategic and results-driven Customer Service Manager to lead and elevate our customer service department to represent a customer-first culture. This role supports the sales teams and involves overseeing the development and execution of customer service strategies, managing a high-performing team, ensuring exceptional service delivery across all customer interactions, and guiding employees in handling complex customer issues and complaints. The Manager will train staff, prepare work schedules, and manage performance to maintain high service levels.
The ideal candidate will have a positive mindset and possess advanced problem-solving skills, excellent communication abilities, and a keen eye for detail in reviewing and managing records and reports. Key responsibilities include resolving customer inquiries, processing orders, cross-functional department coordination, and implementing departmental policies and procedures.
DUTIES / RESPONSIBILITIES
- Leadership and Team Management :
o Lead, mentor, and manage the customer service team to ensure high performance and adherence to quality standards and deadlines.
o Develop and implement training programs to enhance employee skills, address complex issues, and handle escalated complaints effectively.
o Prepare and oversee work schedules, assign duties, and manage performance evaluations to identify and resolve issues.
o Collaborate closely with the Account Managers and Sales Managers to develop and implement effective sales strategies.
o Design and implement strategies to enhance customer satisfaction, resolve complex issues, and build sustainable relationships with key accounts.
o Oversee the resolution of customer inquiries, ensure timely follow-ups, and address issues with discretion and strategic solutions.
o Communicate effectively with customers to answer questions, handle complaints, and provide information about products and services.
o Develop, implement, and update departmental policies and procedures in alignment with company goals and industry best practices.
o Manage customer interactions, inquiries, and resolutions within the CRM system.
o Maintain accurate records of customer complaints and resolutions.
o Track performance metrics and analyze customer feedback through the CRM.
o Use CRM data to build and maintain relationships with key accounts.
o Enter and process sales orders, sample shipments, and other customer-related tasks within the CRM.
o Track team performance metrics using CRM and identify areas for improvement.
o Share relevant CRM data with other departments to streamline processes and resolve issues.
o Coordinate with sales and marketing using CRM insights for better customer engagement.
o Compile and prepare reports from CRM data to provide insights and recommendations.
o Work closely with the sales managers to establish best practices and customer engagement strategies.
o Collaborate with other departments and supervisory personnel to streamline processes, address cross-functional issues, and coordinate activities.
o Manage interactions with external partners, including transportation and service providers, to ensure smooth operations and timely delivery.
o Participate in budget preparation and administration, including effectively approving expenditures and managing financial resources.
o Recruit, interview, and select new team members and oversee their onboarding and training processes.
o Prepare and issue work schedules, deadlines, and duty assignments for customer service staff.
o Research, compile, and prepare reports for senior management, providing insights and recommendations for improvement.
o Participate in meetings with senior management and other teams to discuss strategies, performance, and improvements.
o Stay informed about industry trends and advancements to implement innovative solutions and maintain competitive service standards.
o Foster a culture of continuous improvement, professional development, and customer-focused service within the team.
Requirements
REQUIRED SKILLS / ABILITIES :
EDUCATION AND EXPERIENCE
Education :
Experience :
o Customer Service Experience : Several years (typically 3-5 years) of experience in a customer service role, with a proven track record of handling complex customer issues and improving service delivery.
o Management Experience : Previous experience in a supervisory or managerial role within customer service is highly desirable. This includes experience in leading a team, managing performance, and implementing strategies to enhance customer satisfaction.
o Experience in the specific industry or sector related to the company can be advantageous, as it provides familiarity with industry-specific customer service challenges and practices.
o Certified Customer Service Manager (CCSM)
o Certified Professional in Customer Service (CPCS)
PHYSICAL REQUIREMENTS :
This position requires the ability to lift and carry up to 15 pounds, stand for extended periods, bend and reach to access materials, and walk short distances throughout the workday. TPC is committed to providing reasonable accommodation for qualified individuals with disabilities.
The Plant Company is an equal opportunity employer
