Customer Service Manager

Mueller Sports Medicine, Inc.; Town of Prairie du Sac (WI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

On-site fitness center

Paid holidays

Life insurance 1.5x salary

Disability insurance 60%

Job summary

Mueller Sports Medicine is seeking a Customer Service Supervisor to oversee the customer service department, ensuring orders are processed accurately and on time. You will lead the team, back up department duties, and drive performance improvements while maintaining high customer satisfaction.

Ideal candidates have 5+ years in customer service with leadership experience, understand Mueller’s quality system, and can manage pricing, tax and order issues with cross-functional teams.

Qualifications

• Associate degree in business, administrative services, marketing or related field.

Responsibilities

• Lead all aspects of the Customer Service department, back-up for duties, hire/train associates, review performance.
• Monitor time off records for department associates and lead team meetings.
• Create and maintain customer service work instructions and policies.
• Contribute to policy development in customer service areas.

Skills

Leadership

Customer service

Budget management

MS Excel

Communication

Team building

Decision making

Adaptability

Education

Associate degree in business or related field

Tools

AvaTax

QCBD

SAP

Job description

Mueller Sports Medicine was established in 1960 by Curt Mueller to fill a need for quality products for use in athletic training rooms. Over the years, Mueller Sports Medicine has expanded to provide Quench Gum®, hinged kneed braces, No Glare® Strips, latex- and neoprene-free braces with the Hg80 Mueller Mercury line, Soccer Care® and Life Care for Her® product lines, and Mueller GreenTM. Mueller continues to be a family-owned, Wisconsin based company dedicated to the sole mission of sports medicine. We have over 120 associates, working together as a high-performance team in Prairie du Sac, WI.

Mueller Sports Medicine provides a full range of benefits for its’ associates including a variety of medical plans to meet your family’s needs, dental, vision and voluntary associate, spouse, and child(ren) life insurance. Mueller provides paid life insurance at 1.5 times your annual salary and short term and long-term disability at 60% of your monthly income. Associates earn vacation, personal time, and paid holiday time. Associates also have access to free MSM products (damaged or discontinued) or reduced price MSM retail products. In addition, Mueller’s 200-acre campus in Prairie du Sac, WI offers an on-site fitness center, business retreat, O.P. Mueller driving range and caddy shack, Little Switzerland Guest House, equestrian show arena, Lake Quench, associate garden plots, and three miles of walking trails all accessible by associates.

About the Role

Supervises the customer service department personnel. Ensure orders are processed correctly and on time to ensure customer satisfaction.

Position Functions

40% Leadership and Management

• Lead all aspects of the Customer Service department including back-up for all department duties, hire new associates, train associates, complete and review associate performance, and provide address performance issues as necessary.
• Monitor and maintain time off records for department associates.
• Lead and conduct customer service team meetings.
• Create, maintain and train on Customer service work instructions
• Contribute to the review and development of customers service-related company policies.

60% Customer Service

• Conduct bi-annual customer service survey per ISO 13485 requirements.
• Work closely with shipping and purchasing on back orders, questions on orders, routing, substitution, errors and claims.
• Manage the AvaTax system to ensure we have complete and accurate customer sales tax exemption certificates logged.
• Oversee the credit card processing responsibility for the department.
• Maintain current and accurate pricing for requested customer categories in SAP.
• Maintain customer and product information including customer maintenance screens as required by our customers.
• Produces monthly reports, as required.
• Process all special pricing, orders, claims, etc.
• Approve Customer Matters records in QCBD.

Qualifications

• Associate degree in business, administrative services, marketing or other related field or an equivalent combination of education and experience sufficient to perform the position functions of the job.
• Five or more years of customer service, inside sales or other related experience.
• Three or more years of progressive leadership and management experience.
• Ability to understand and comply with the Mueller Quality System and current regulatory requirements.

Required Skills

• Exercises judgment within broadly defined practices and policies.
• Makes sound decisions based on analysis, discussion, experience and judgment.
• Demonstrated team player with active participation in meetings.
• Demonstrated ability to maintain composure and professionalism while addressing difficult customer issues.
• Selects, evaluates, and engages team members.
• Strong ability to transition efficiently from working independently to working collaboratively.
• Anticipates emerging and future trends accurately based on broad knowledge and perspective.
• Strong written and verbal communication skills, with ability to communicate at all levels of the organization including with the board.
• Communicate a vision and provide motivation and direction to team members.
• Develops and maintains interpersonal relationships.
• Strong organizational and problem-solving skills, attention to detail, and the ability to balance multiple priorities.
• Advanced use of Microsoft products, including Word, Outlook and Excel, and related industry applications.
• Creates focus and eliminates roadblocks for team members.
• Develops and manages a budget.
• Responsible for appropriately protecting the confidentiality, security, and integrity of the organization’s systems and data as well as client data.

Preferred Skills

• While performing the duties of this job, the team member is required to have ordinary ambulatory skills; ability to stand or sit, bend or stoop, and manipulate (lift, carry, move) light weights of up to 20 pounds.
• Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate office equipment and read.
• The team member frequently is required to sit, reach with hands and arms, talk and hear.