What are the responsibilities and job description for the Customer Service Manager position at Trulite?
This role is not open for submissions from outside staffing agencies.TRULITE / AIG102 E FIELDS STDALLAS, NCPOSTING NOT OPEN TO OUTSIDE AGENCIESInside Sales Customer Service ManagerTrulite is GROWING!We are looking for an Inside Sales Customer Service Manager to be based at ourDallas, NC location.Job Overview : Senior-level position that provides leadership and management to a customer service support organization servicing products and services. Executes business strategy and processes to adapt and support customer requirements. Initiates and / or implements corrective action for complex customers and issues as needed to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Identifies and contributes with the generation of potential sales leads to the organization. Planning and development of specific target markets and groups and the actual service “package” will be developed as a team program in conjunction with the project manager, customer service representative, order entry, and sales representatives. Manages and / or implements corrective action as needed to ensure that an excellent standard of service and a high level of Trulite’s Platinum customer service levels are maintained.Who You Are : You will be a leader for your team and the organization and will be responsible for the training and development of your team. Be able to address internal and external issues in a professional and timely manner and set goals to ensure the revenue objectives of the branch is achieved. You will continuously monitor processes for any potential improvements and continuously assess cost reduction opportunities to remove process costs, improve efficiencies, and develop creative staffing strategies.Skills You Bring : Bachelor’s degree with 5 plus years related glass and aluminum work experience preferred.Proven working experience in managing and leading a customer service organization of 15 plus resources.Must be able to multi-task, organized, efficient, and accurate.Self-motivated and goal-oriented person with a drive to succeed to maximize business results.Fosters a whatever it takes attitude to get the job done attitude.Must have excellent communication (written and oral), interpersonal, time management, and conflict management skills.Computer skills to include experienced user of Microsoft Office 365 suite, Manufacturing software; spreadsheet software and word processing software.Ability to calculate discounts, fractions, percentages, area circumference, and volume. Ability to apply concepts of basic algebra and geometry.Must be able to perform the duties and responsibilities with or without reasonable accommodationMust pass criminal background check.Be able to perform each essential duty satisfactorily. Ability to read, analyze, and interpret general business material, 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 managers, clients, customers, and the general public.Reasoning Ability- Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.Leadership / ManagementCustomer / Client FocusTeam focusFlexibilityTechnical CapacityWhat Will You Do : Manage and coordinates activities of workers in the Glass, Envision and Aluminum Customer Service departments.Oversees, onboard and / or conducts training of new or existing employees to include processes, work methods and procedures.Introduces new products to verify conformance to Company specifications and service to customers.Provides employees with timely and accurate feedback of performance reviews, disciplinary problems, material shortages, equipment problems etc. when required or appropriate.Interview, hires, and terminates employees as needed.Responsible for retention, training and continued development of hourly and exempt employeesInterfaces with team members on a daily basis, involved with decisions concerning all aspects of customer service, production and sales to drive customer improvement and overall satisfaction.Ensures on-time delivery, management of the flow of raw materials and inventory to meet customer commitments.Communicates effectively and timely both verbally and in writing.Subject Matter Experts on all products, codes and systems (Axapta, Support Center Plus, etc.)Handles internal and external customer issues in a professional and timely manner.Responsible for ensuring teams performance of time-sensitive daily order entry and price quotes.Carries out goals of the branch to ensure revenue objectives are achieved.Responsible for adhering to product and customer specifications.Maintains compliance with all required employment laws and OSHA regulations and policies.Maintains appropriate working relationships with internal and external customers.Provides timely and accurate management reporting.Creates and maintains an environment that promotes safety and the safe operation of the entire process.Continued assessment of cost reduction opportunities through the utilization of resources to remove process costs, improve efficiencies, and develop creative staffing strategies.Maintains and improves high quality levels by ensuring that all work processes are performed correctly and accurately per the Trulite standards.Performs other related duties and provides back-up support to other group members as assigned by Management.Effectively communicates with our Accounting Department to make sure that all supportive financial documentation is properly submitted, and job accounts have been established.Responsible for the coordination of information with the Plant Manager to ensure timely production, proper packaging, and on time delivery.Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks and attends company technical training.Works closely with the sales team to ensure estimating adheres to standards, processes and key performance indicators.Processes customer COD / CIA paymentsManage Glass Departments and conveys Branch Management expectations, and direction. Responsibilities include : leading, directing, training, and motivating employees.Ensure team adheres to Key Performance Indicators as defined.Follow and communicate company policies and procedures.Improve Net Promoter Score for customer satisfaction.Manage / Monitor-Call Ring / Hold / Wait, Order / Quote Turnaround Time, Assigned Time, and Order Entry Error Rate / CostTravel -15-20%Why Trulite : Trulite offers the most comprehensive benefit coverage in the industry. We give our employees immediate access to health, dental, vision and life insurance benefits, as well as provide short / long-term disability coverage to protect you financially if injured on the job.We are pleased to offer a comprehensive wellness initiative that includes access to a percentage of your pay daily, if needed, and a progressive financial training program.Stay with us for a year and your 401k employer match is 100% vested and immediately becomes part of your ever improving financial plan. This is also true for those who select and contribute to their Health Savings Account. We match on both employee and family coverage to help cover out-of-pocket expenses and if unused continues to grow until needed. The employer match for your HAS, if you choose to participate, is also vested immediately at 100% improving your financial health. Trulite bears most of the cost of your benefits. We structured these benefits because we care not only about your physical well-being but your financial health and welfare too. Let us show you why Trulite values you as an employee and how we will help you achieve financial independence.We are an Equal Opportunity Employer. We embrace and encourage our employees’ differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique.
