Customer Service Leader: Elevate Teams & Processes

Process Distribution Group; Wheat Ridge (CO); On-site; USD 72,000 - 88,000; Full time

Job summary

Valin Corporation in Wheat Ridge, Colorado, seeks a Customer Service Manager to lead a dedicated team, drive consistent, high-quality service for internal and external customers, and partner with Operations, Accounting, Sales, IT, and Marketing.

You will coach supervisors, set performance standards, monitor metrics with Epicor Prophet 21 P21, and implement process improvements to elevate overall department effectiveness.

Qualifications

• Bachelor’s degree in management, economics, marketing or related field.
• Minimum 3 years in customer service strategies, policies and people management.
• Knowledge of basic industrial distribution principles and practices.
• High-energy, proactive self-starter with analytical skills.
• Ability to design and implement solutions for evolving processes.
• Strong collaboration and communication across departments.
• Multi-tasking, detail oriented, flexible, team player.
• Proficiency with Office suite and Epicor P21, Dynamics, RingCentral.

Responsibilities

• Partners with management to align CS policies with company objectives and provide excellent experience.
• Leads, coaches, and develops CS Supervisors and team members for strong performance.
• Sets individual and team performance expectations and service standards.
• Supports workforce planning, staffing decisions and onboarding.
• Assists CSR training and develops training agendas.
• Monitors CS metrics and implements corrective actions.
• Analyzes service trends and recommends improvements.
• Provides feedback and conducts performance evaluations.
• Resolves customer issues using Valin process knowledge and negotiation skills.
• Ensures effective utilization of CS technologies.
• Performs additional duties as assigned.

Skills

Leadership

Coaching

Communication

Analytical skills

Process improvement

Education

Bachelor’s degree in management, Economics, Marketing, Business, or related field

Minimum 3 years experience with Customer Service Strategies, Policies and Employee management

Knowledge of basic industrial distribution principles and practices

Proficiency in Microsoft Office Suite and experience using Epicor P21, Microsoft Dynamics, and RingCentral

Tools

Epicor Prophet 21 (P21)

Microsoft Dynamics

RingCentral

Job description

Valin Corporation in Wheat Ridge, Colorado, seeks a Customer Service Manager to lead a dedicated team, drive consistent, high-quality service for internal and external customers, and partner with Operations, Accounting, Sales, IT, and Marketing.

You will coach supervisors, set performance standards, monitor metrics with Epicor Prophet 21 P21, and implement process improvements to elevate overall department effectiveness.