Customer Service Manager

Appone; Town of Brookfield (WI); On-site; USD 65,000 - 90,000; Full time

Job summary

Guhring, Brookfield, Wisconsin, is seeking a Customer Service Manager to lead the customer service team and ensure exceptional service. You will develop procedures, maintain professional standards, and drive performance metrics in a fast-paced manufacturing environment.

The role requires strong leadership, coordination with sales and operations, and a focus on process optimization through ERP/CRM tools and ongoing training.

Qualifications

• Oversee customer service operations and staff to deliver outstanding support.
• Develop and enforce customer service procedures and standards.
• Train and coach team to resolve issues professionally and efficiently.

Responsibilities

• Manage day-to-day operations and personnel of the customer service department.
• Create and implement procedures, policies, and metrics to meet service goals.
• Coach the team on resolving customer issues, concerns, and complaints.
• Ensure inquiries are handled promptly, accurately, and efficiently.
• Assist with processing orders, quotes, and communicating ship dates to customers and sales.

Job description

About the Organization Guhring is a world-class manufacturer of round shank cutting tools for the metalworking industry, also a provider of top-quality coating, reconditioning, and tool management services. More than a century of expertise in cutting tool manufacturing, combined with powerful R&D resources, place Guhring at the forefront of technical innovations in cutting tools.

Full-Time/Part-Time Full-Time

Shift First

Description

Summary of Position

Under the supervision of the Director of Product Management & Business Development, this position is responsible for ensuring our customers receive outstanding customer service through effective management of the customer service team, by developing effective customer service procedures and by creating and maintaining a professional atmosphere within the department.

Principal Responsibilities

• Manage day to day operations and personnel within the customer service department.
• Create effective customer service procedures, policies, and standards, and develop key metrics to ensure your team continues to meet and exceed customer service objectives.
• Take ownership and coach your team on how to resolve customer issues, concerns, and complaints in a professional and effective manner.
• Ensure customer inquiries/concerns are handled promptly, accurately, and efficiently.
• Assist your team in processing and expediting orders, providing quotations, and communicating delivery times and expected ship dates to customers and the outside sales team.
• Coordinate the hiring, training, and development of the Customer Service team.
• Manage personnel issues and personality conflicts within the department to ensure team cohesion.
• Communicate effectively and professionally with co-workers to reach common company goals.
• Analyze statistics and compile accurate reports.
• Participation in the development and implementation of business systems, e.g. SAP (ERP system), CRM software, phone queue software, Guhring Academy e-learning training.

Take the initiative to find ways to improve existing policies and procedures

Location Brookfield

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.