Customer Service Manager

Real Floors; Alabama; On-site; USD 52,000 - 64,000; Full time

Benefits offered by this job

Paid Holidays

PTO

Life Insurance

Disability Insurance

Health Insurance

Dental & Vision

401(k) matching

Annual Bonus

Fitness Membership

Employee Referral Bonus

Employee Discount

More!

Job summary

Real Floors, the largest wholesale flooring company in North America, is seeking a Customer Service Manager to lead a team of Customer Service Representatives and ensure day-to-day operational excellence in our Theodore, AL office.

You will coach staff, resolve customer issues in real time, and collaborate with other departments to maintain our family-like culture and commitment to outstanding service.

Qualifications

• 1+ year of proven management experience.
• Coaching management style to lead and develop team members.
• Professional written and verbal communication.
• Proven ability to foster a positive workplace culture.
• Ability to address performance issues with difficult conversations.
• Proficient with email, data entry and Office tools.

Responsibilities

• Oversees day-to-day activities of Customer Service Department.
• Coaches and develops direct reports with feedback.
• Processes orders via phone, email, and portal; manages calls and system entries.
• Provides real-time solutions to customer or internal issues; guides reports.
• Promotes cross-departmental communication and problem resolution.
• Reviews subcontractor work orders for accurate billing.
• Participates in hiring/terminations with GM and HR; handles conflicts.
• Performs other duties as assigned by management.

Skills

Management experience

Coaching style

Communication skills

Workplace culture

Problem solving

Tech proficiency

Multi-tasking

Industry knowledge

Tools

Word

Excel

Google Drive

Gmail

Job description

JOB TITLE:

Customer Service Manager

REPORTS TO:

General Manager

LOCATION:

5235 Kooiman Road - Bldg #3, Theodore, AL 36582

JOB TYPE:

Full-Time | Monday – Friday | 8:00am-5:00pm

COMPANY OVERVIEW:

We are the largest wholesale flooring company in North America and have been named a Top Workplace for 10 years in a row! With amazing benefits and family like culture, our company is now the largest multi-family flooring provider in North America. We value our employees and provide awesome benefits, and a positive work environment!

JOB OVERVIEW:

The Customer Service Manager trains, manages and supports a team of Customer Service Representatives and oversees day-to-day activities to ensure operational excellence in all departmental processes while promoting the family-like culture of Real Floors.

RESPONSIBILITIES:

• Oversees the day-to-day activities of the Customer Service Department
• Provides constructive feedback and effectively coaches and develops direct reports.
• Processes new orders via telephone, email, and our online customer portal. Effectively manages incoming calls while simultaneously working in our computer system.
• Provides solutions to customer or internal issues in real time, and guides direct reports in doing the same. Ensures that questions and complaints are addressed timely, correctly and thoroughly. Conducts research and provides appropriate solutions and/or alternatives, and develops these abilities in each direct report.
• Promotes strong cross-departmental communication and collaborative problem resolution.
• Reviews subcontractor work orders and ensures orders are billed accurately.
• Conducts individual performance evaluations. Works with the GM and HR in hiring/terminations. Manages interpersonal conflicts as needed.
• Perform all other duties assigned by management

QUALIFICATIONS:

• 1+ year of proven management experience / can demonstrate prior team supervisory experience.
• Employs an approachable "coaching" management style to lead and develop team members.
• Professional, effective communication skills (verbal and written).
• Experience in establishing and fostering a positive workplace culture.
• Skilled in having the difficult conversations, when needed, to address performance or other issues.
• A proactive, collaborative problem solver focused on finding the "win" for all stakeholders.
• Proficient using technology on the job. Is able to correspond via email, perform data input, etc. Experience using Word, Excel, Google Drive and Gmail is a plus.
• Strong follow-up skills, detail oriented, organized and able to multi-task effectively.
• Prior flooring product and/or industry knowledge is a plus, but is not required.

AMAZING BENEFITS!

• Paid Holidays
• Paid Time Off (PTO) - Vacation, sick & personal time
• FREE Life Insurance
• FREE Short-term and Long-term Disability Insurance
• Health Care Insurance - Company pays most of the cost!
• Dental & Vision Care Insurance options
• 401(k) Retirement Savings Plan + GENEROUS company match
• Annual Bonus Potential
• Fitness Membership Reimbursement
• Employee Referral Bonus
• Employee Discount Purchase Program
• More!

Real Floors: We Live “Got-Your-Back-Ability” Every Day!

NOTE: Principals only. Recruiters, staffing agencies and other third parties will not be considered.

Real Floors, Inc. & Real Floors Commercial, Inc. provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.