Customer Service Manager

Employee Owned Holdings, Inc.; Tampa (FL); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) plans with company match

Employee stock ownership plan

Job summary

Employee Owned Holdings, Inc. is seeking a Customer Service Manager in Tampa, Florida, to lead a dedicated team focused on providing excellent customer service. The role involves managing personnel, resolving customer issues, and ensuring quality standards in line with ISO 9001 requirements.

The ideal candidate will have at least 5 years of experience in customer service management, a business or engineering degree, and strong skills in problem-solving and communication. A competitive salary and benefits package, including an employee stock ownership plan, is offered.

Qualifications

• Minimum of 5 years of experience in Customer Service and management.
• Experience working in an ISO 9001 environment is a plus.

Responsibilities

• Manage the Customer Service department personnel and their tasks.
• Interact with customers and other departments regarding service issues.
• Support and participate in the organization’s improvement program.
• Demonstrate leadership concerning the quality management system.
• Other duties as assigned.

Skills

Strong product and pricing skills

Problem solving skills

Interpersonal skills

Communication skills

Proficient in Microsoft Office

Attention to detail

Education

Bachelor’s Degree in Business or Engineering

Job description

GCC is looking for Customer Service Manager who want to take the next step in their career to join our 100% employee owned company. The Customer Service Manager ensures that the needs of customers are being satisfied. The goal is to provide excellent customer service and to promote this idea throughout the organization.

The Customer Service Manager leads a team consisting of Lead Customer Service Representative, Customer Service Representative, Customer Service Technical Support, Returns Coordinator, Literature Room Coordinator, and Receptionist(s).

Responsibilities

• Manage the Customer Service department personnel as listed above, to include:
  • Manage workloads and task assignments.
  • Coordinate backup activities for absent employees.
  • Train staff to deliver a high standard of customer service.
  • Evaluate employee performance, including annual reviews.
  • Maintain departmental vacation calendar.
  • Monitor and report departmental performance metrics as necessary.
• Interact with customers, Principal Manufacturers, and other GCC departments regarding delivery, service and quality issues.
• Coordinate order requirements and delivery schedules with managers, Production, and Shipping personnel.
• Follow company policies and procedures.
• Support and participate in the organization’s continual improvement program to conform to ISO 9001 requirements and understand the implications of not conforming with the Quality Management System.
  • Ensure processes are delivering their intended outputs.
  • Ensure the promotion of customer focus throughout the organization.
• Demonstrate leadership and commitment with respect to the quality management system by:
  • taking accountability for the effectiveness of the quality management system;
  • ensuring that the quality policy and quality objectives are established and compatible with the context and strategic direction of the organization;
  • ensuring the integration of the quality management system requirements into the organization’s business processes;
  • promoting the use of the process approach and risk-based thinking;
  • ensuring that the resources needed for the quality management system are available;
  • communicating the importance of effective quality management and of conforming to the quality management system requirements;
  • ensuring that the quality management system achieves its intended results;
  • engaging, directing and supporting persons to contribute to the effectiveness of the quality management system;
  • promoting improvement;
  • supporting other relevant management roles to demonstrate their leadership as it applies to their areas of responsibility.
• Other duties as assigned.

Education and Training

• Bachelor’s Degree in Business or Engineering.

Experience

• Minimum of (5) years of experience in Customer Service and management.
• Experience working in an ISO 9001 environment a plus.

Skills

• Strong product and pricing skills. Ability to answer model number, light function explanation and pricing for all GCC product lines.
• Sound problem solving skills. Ability to make decisions demonstrating initiative and assertiveness.
• Strong interpersonal skills. Ability to work well with customers; team members; and individuals in other departments.
• Good communication skills. The ability to articulate technical and conceptual information in a clear, concise and effective way.
• Proficient in Microsoft Office (Word, PowerPoint, Excel, and Outlook).
• Displays attention to detail.

Benefits

We offer a competitive salary and benefits package, including medical, dental, vision, life and disability insurance, and 401(k) plans with company match. A unique benefit GCC offers as part of Employee Owned Holdings, Inc. is an employee stock ownership plan.