Customer Service Manager
Trulite
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Benefits offered by this job
Job summary
Trulite is seeking a Customer Service Manager with a manufacturing background to lead the Glass Customer Service teams in Birmingham. The role focuses on delivering excellent service, driving customer satisfaction, and developing the service package with cross-functional teams including project management and sales.
The ideal candidate has 5–8 years in customer service, strong supervisory experience, and manufacturing/gla ss industry exposure.
Qualifications
- 5-8 years of customer service or relevant experience and Bachelor's Degree is required.
- 5 years supervisory/management experience in managing and leading a customer service organization of 15 plus resources preferred.
- Manufacturing experience required. Related glass industry experience preferred.
- 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.
- Experienced user of Microsoft Office 365 suite.
- 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 accommodation.
- Must pass criminal background check.
Responsibilities
- Manage and coordinates activities of workers in the Glass Customer Service departments.
- Oversees, onboard and/or conducts training of new or existing employees to include processes, work methods, and procedures.
- Interviews, Onboard, and exit employees as needed.
- Responsible for retention, training and continued development of hourly and exempt employees
- Interfaces 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.
- 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.
- Responsible for adhering to product and customer specifications.
- Maintains compliance with all required employment laws and OSHA regulations and policies.
- Provides timely and accurate management reporting.
- Works closely with the sales team to ensure estimating adheres to standards, processes, and key performance indicators.
- Processes customer COD/CIA payments.
Skills
Education
Tools
Job description
The Customer Service Manager is a 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.
- Highly self-motivated individual with a driven mentality
- Customer oriented
- Motivating Leader
- Strategic thinker
- Organized
- 5-8 years of customer service or relevant experience and Bachelors Degree is required.
- 5 years supervisory/management experience in managing and leading a customer service organization of 15 plus resources preferred.
- Manufacturing experience required. Related glass industry experience preferred.
- 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.
- Experienced user of Microsoft Office 365 suite.
- 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 accommodation.
- Must pass criminal background check.
- Manage and coordinates activities of workers in the Glass 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, Onboard, and exit employees as needed.
- Responsible for retention, training and continued development of hourly and exempt employees
- Interfaces 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.
- 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.
- Responsible for adhering to product and customer specifications.
- Maintains compliance with all required employment laws and OSHA regulations and policies.
- Provides timely and accurate management reporting.
- Works closely with the sales team to ensure estimating adheres to standards, processes, and key performance indicators.
- Processes customer COD/CIA payments.
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 you experience a non-occupational injury. We are pleased to offer a comprehensive wellness initiative that includes access to 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.
The Customer Service Manager is a 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.
- Highly self-motivated individual with a driven mentality
- Customer oriented
- Motivating Leader
- Strategic thinker
- Organized
- 5-8 years of customer service or relevant experience and Bachelors Degree is required.
- 5 years supervisory/management experience in managing and leading a customer service organization of 15 plus resources preferred.
- Manufacturing experience required. Related glass industry experience preferred.
- 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.
- Experienced user of Microsoft Office 365 suite.
- 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 accommodation.
- Must pass criminal background check.
- Manage and coordinates activities of workers in the Glass 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, Onboard, and exit employees as needed.
- Responsible for retention, training and continued development of hourly and exempt employees
- Interfaces 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.
- 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.
- Responsible for adhering to product and customer specifications.
- Maintains compliance with all required employment laws and OSHA regulations and policies.
- Provides timely and accurate management reporting.
- Works closely with the sales team to ensure estimating adheres to standards, processes, and key performance indicators.
- Processes customer COD/CIA payments.
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 you experience a non-occupational injury. We are pleased to offer a comprehensive wellness initiative that includes access to 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.
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