Customer Service Manager

Hog Technologies; Florida; On-site; USD 55,000 - 75,000; Full time

Job summary

Federal Signal Corporation seeks a Customer Support Supervisor to lead the team responsible for order fulfillment, shipping parts and handling returns. You will supervise, train, and evaluate staff; ensure strong customer communication via phone, email, and text; and drive initiatives to improve processes and customer satisfaction.

You will coordinate with AR for collections and work with management to meet shipment goals domestically and internationally, including part availability and pricing

Qualifications

• High school diploma or equivalent; Associate’s/Bachelor’s degree a plus.
• Proficient in Microsoft Office, ERP and CRM data entry.
• Self-starter with strong sense of urgency; able to follow tasks to completion.
• Multitasker with strong attention to detail; organized and goal-oriented.

Responsibilities

• Supervise the customer support representatives; lead, train and evaluate staff.
• Oversee order fulfillment, returns, and shipments to maintain 98% on-time rate.
• Handle high-level customer satisfaction incidents beyond CSR scope.
• Coordinate with AR for collections and with teams for process improvements.

Skills

Customer service

Leadership

ERP

CRM

Education

High school diploma

Tools

Microsoft Office

Job description

• Handle incoming order fulfillment with a goal of 98% of parts shipped the same day. To include Spare Parts packages for new systems sold
• Assist Inventory Manager in setting proper reorder points for parts sold
• Work with HOG Europe to maintain proper inventory to meet shipment goals throughout Europe (To include Jetting Systems)
• Assess current processes and implement new processes where needed
• Build out the online store with parts offering and custom pricing per customer
• Communicate with customers via phone, email, online store, text, WhatsApp
• Assist/Support AR with collections for spare parts sold domestically and internationally.
• Hire, lead, train, terminate customer support team members
• Handle high level customer satisfaction incidents that cannot be resolved by CSR’s
• Request feedback from customers regarding satisfaction from their experience with customer support representatives
• Stay abreast of new products and services
• Oversee product shipment, exchange, and returns
• Train customer support representatives on how to adequately address problems over the phone or how to write correspondence
• Work with management on customer support initiatives

Required Education and Experience:

• High school diploma, GED, or equivalent, Associate’s and/or Bachelor’s Degree a plus
• Computer literate with exceptional skills in Microsoft Office, Word/Excel/Outlook, data entry with ERP and CRM databases.
• Self-starter and have a strong sense of urgency; and capable of following tasks through to completion
• Must be self-disciplined, highly organized, goal-oriented in a fast paced environment
• Must possess the ability to multitask with a strong attention to detail
• Excellent organization and proven verbal and written communication skills
• Must be self-motivated with abilities to work independently and collaboratively with team members
• Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Must be fluent in English, ability to speak other languages a plus
• Honest and Trustworthy
• Loyal, reliable, hardworking, and competent
• High degree of Integrity
• Organized and Goal Oriented
• Respectful and Humble
• Committed to meet customers’ needs
• Team Player
• Aware of Business Trends
• Positive Work Ethics

Supervisory Responsibility - This position supervises the customer support representatives.

Work Environment - This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type/Expected Hours of Work - This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

Travel - This position may require travel to our largest domestic trade-show once per year, ATSSA.

Additional Eligibility Qualifications - Must be able to pass a background check and drug screen

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO/AAP Statement:

Federal Signal Corporation (NYSE: FSS) builds and delivers equipment of unmatched quality that moves material, cleans infrastructure, and protects the communities where we work and live. Founded in 1901, Federal Signal is a leading global designer and manufacturer of products and total solutions that serve municipal, governmental, industrial and commercial customers. Headquartered in Oak Brook, IL, with manufacturing facilities worldwide, the Company operates two groups: Environmental Solutions and Safety and Security Systems. For more information on Federal Signal, visit: www.federalsignal.com.

If you require reasonable accommodation in the application process, contact Human Resources at [e-mail].

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.