Manager - Customer Service

CSS; Santa Fe Springs (CA); On-site; USD 85,000 - 110,000; Full time

Job summary

CSS in Santa Fe Springs, CA, seeks a Manager – Customer Service to lead a team ensuring service levels meet or exceed targets. You will build efficient workflows, monitor metrics, and propose improvements based on customer feedback and requests.

You will ensure policy compliance, train staff, and drive Lean initiatives. Collaboration with Inside Sales on quotes and shipments is expected, with leadership across locations as needed.

Qualifications

• Experience leading a customer service team and managing workflows.
• Strong communication and problem-solving skills are required.
• Ability to learn and apply new technologies and processes.

Responsibilities

• Manages people and processes to ensure timely, accurate customer interactions.
• Develops metrics to monitor service levels, orders, and productivity.
• Identifies improvements and leads Kaizen/LEAN initiatives where applicable.
• Represents management with professionalism and supports continuous improvement.
• Collaborates with Inside Sales on quotations and shipments when needed.

Skills

Customer service

Leadership

Process improvement

Communication skills

Time management

Education

Bachelor’s Degree preferred

High School Degree or Equivalent

Job description

As the Manager – Customer Service, you will manage a team responsible for ensuring customer service levels are met or exceeded. You will establish efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. You will monitor and measure service metrics and utilize the data to develop standards, improvements, or changes to processes in addition to making recommendations for changes to products or services based on customer feedback and requests. You will have overall responsibility for ensuring department goals are successfully met or exceeded.

Responsibilities

• Ensures compliance to policies and procedures.
• Develops and monitors appropriate measures for customer service performance, which may include service level, order entry accuracy, calls abandoned, average talk time, occupancy, and productivity.
• Manages people and processes to ensure customer interaction is handled correctly, timely, and with a sense of urgency.
• Analyzes report findings and recommends response to complaints, considering nature and complexity of complaints, requirements, and actions of subordinates to ensure settlements are made correctly.
• Develops, nurtures, and grows a focused and motivated team of employees with common goals and a strong sense of interdependence for success. Ensures employees are trained in all activities related to the system and job functions.
• Represents management to internal and external constituencies with high degree of professionalism and a focus on continuous improvement, while exhibiting and providing an example to others of our shared values of integrity, customer interests first, mutual support, respect for individuals, creativity, and diversity.
• Works with Inside Sales in handling of quotations, expediting shipments, providing price and delivery information.
• Depending on location, may be responsible for the building operation and maintenance (including all service contracts and IT support), as well as all physical assets at the location. Maintain the location areas (counter, office, and warehouse) in a 6S state.
• Depending on location, may conduct inventory control procedures.
• May be required to obtain LEAN certification and lead and/or support corporate or regional LEAN Initiatives, applying kaizen methodology to location processes and operations.

Qualifications

• High School Degree or Equivalent required.
• Bachelor’s Degree preferred.
• 5+ years of directly related training or experience required.
• Business and management principles involved in strategic planning, resource allocation, and production methods.
• Principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to build strong business relationships with other functional areas to best support mutual objectives.
• Strong problem-solving skills and ability to analyze workflow and processes in order to provide excellent service to internal and external customers.
• Excellent written and verbal communication skills.
• Strong computer skills.
• Ability to effectively prioritize and execute tasks.
• Adept at conducting research into project-related issues and products.
• Ability to learn, understand, and apply new technologies.
• Time management skills.