Customer Service Manager

Jaeckle Wholesale, Inc.; Madison, Northern (WI, KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Jaeckle Distributors in Madison, WI is seeking an experienced Customer Service Manager to lead a small team and coordinate with Field Sales, Operations, Purchasing, and Product Management. You will act as a point of contact and escalation to resolve complex customer issues and identify service improvements.

This role involves monitoring staffing, managing call queues, coaching agents from call recordings, handling inbound calls, assisting with orders and stock checks, and ensuring customer

Qualifications

• Five+ years of customer service management experience.
• Experience in a call center environment managing a call queue.
• Excellent communication and interpersonal skills.
• Proactive in identifying process improvements.

Responsibilities

• Lead the customer service team and coordinate with other departments.
• Resolve complex customer issues and escalate as needed.
• Monitor staffing levels and inbound call queues.
• Coach team members using call recordings.
• Assist with orders and stock checks when needed.

Skills

Customer service leadership

Call center experience

Interpersonal communication

Team coordination

Job description

Description

NOW is the right time to join our team as our Customer Service Manager!!!

Do you want to apply your leadership skills, your customer service expertise and learn about new products in a company where our customer service department is already recognized by its outstanding performance? Do you want to lead a small team where your contribution really matters? Do you want to help our customers succeed by the important role you play?

Jaeckle Distributors has a great opportunity for an experienced, team-oriented Customer Service Manager. This position is based at our headquarters in Madison, WI. With more than 100 employees, we partner with businesses across 11 states to meet their flooring and surfacing product needs.

Jaeckle Distributors is a third-generation, family-owned business founded in 1958. We live our Core Values every day to build an organization our customers rely on and respect.

The Customer Service Manager will work closely with our Field Sales, Operations, Purchasing, and Product Management teams and will act as a point of contact and escalation to resolve complex customer issues, proactively identify opportunities for service improvements, recommend and implement process enhancements. The Customer Service Manager will also monitor and coordinate department staffing levels, incoming call queues, review call recordings to coach team members and work directly with customers to ensure any issues are resolved professionally and effectively. This person will also provide \"hands on\" help when needed taking inbound customer calls, assisting with placing orders and checking stock.

Teamwork, great communication and a focus on the customer are essential for success in this role. Our Customer Service Team is friendly and takes great pride in their contribution to the Jaeckle customer experience. You would be joining and leading a team of experienced people ready and willing to help you succeed!

Requirements

If you can answer the following questions with an enthusiastic \"yes!\" then we want to talk to you!

• Do you have excellent communication and interpersonal skills with the ability to build rapport and maintain positive relationships with internal and external customers?


• Do you have a passion to help people?


• Would you like to work for a company who believes in doing its absolute best for the customer?


• Would you like to work Monday through Friday and have your weekends off?


• Would you like an aggressive PTO plan that supports your time off with family and friends?


• Do you have a positive \"how can I help\" attitude?


• Do you have at least five years of customer service management experience?


• Do you have experience in a call center environment managing a call queue?


• Are you ready to learn new systems and processes to build and expand your expertise?


• Do you have an interest in learning about new products?


• Do you take pride in your work ethic and attention to detail?