Regional Customer Service Manager

SupplyOne, Inc.; Tualatin (OR); On-site; USD 110,000 - 140,000; Full time

Job summary

SupplyOne, Inc. is seeking a Regional Customer Service Manager to oversee the Customer Service team in the NW region. You will coordinate workflow, coach staff, and implement strategies to improve service quality, profitability, and customer retention.

You will act as a liaison between Customer Service, Sales and Operations, applying strong problem-solving to resolve issues and ensure service excellence across the region.

Qualifications

• Proven working experience leading teams.
• Strong, proven experience in a customer service related position.
• Excellent knowledge of business methods and techniques.
• Supervisory and management experience required.

Responsibilities

• Support local customer service managers in day-to-day operations.
• Reallocate workflow with temporary assignments to keep timely, accurate service.
• Set an example by embracing the mission and deploying best practices.
• Develop and contribute to improved customer service procedures and standards.
• Provide coaching and training access to staff to elevate capabilities.
• Control resources and use assets to meet qualitative and quantitative targets.
• Develop and track Customer Service KPIs and reports.

Skills

Team leadership

Customer service experience

Communication skills

Tools

Amtech/Encore

Job description

Mission of the Role (What you will be doing)

The Regional Customer Service Manager reports to the NW Region Vice President and is responsible for the oversight and management operations of the Customer Service team. This role allocates workflow, provides at need coaching and development to ensure personalized, high quality service, and implements best practice strategies that increase profitability, customer retention, and alignment of every team member with the mission.

As a critical link between Customer Service, Sales and Operations, the Regional Customer Service Manager employs strong interpersonal skills, knowledge of SupplyOne capabilities and processes, and problem-solving to take ownership of customer service department issues and follow problems through to their resolution.

Key Duties & Accountabilities (Primary responsibilities & quantifiable measurements)

• Support local customer service managers in the day-to-day operations within Customer Service. Supervising staff and allocating tasks to ensure timeliness, accuracy, quality and performance standards
• Reallocate workflow with temporary assignments to expedite and maintain orderly workflow based on business and customer service department priorities
• Set an example by embracing the mission and leveraging best practices to deploy strategies focused towards that mission
• Develop, implement and contribute to the continuous improvement of customer service and merchandising written work instructions, service procedures, policies and standards, and operationalizing personalized service
• Provide at-need coaching and access to training resources to train new employees, and provide continuous coaching to elevate staff capabilities, and ability to service internal and external customers
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Develop and track Customer Service KPI’s, analyze statistics and compile accurate reports to elevate service quality, reduce service failures and contribute to protecting margin
• Take ownership of any excecated customers issues and follow problems through to resolution.

Essential Functions (Essential/secondary functions that support the primary responsibilities)

• Keep accurate records
• Maintain an environment of collaboration between customer service, purchasing, sales, design, manufacturing and shipping
• Participate as an active member of the local Management Lead teams
• Keep executive team, office and plant teams up to date on trends, potential service issues and opportunities

Organizational Core Values (Behaviors and values that are essential to be successful in our environment)

• Customer service begins inside - We serve our colleagues with excellence so we can serve our customers with excellence.
• Get it right the first time - We are reliable, thorough, practice active listening and pay attention to detail to ensure the best results.
• Philosophy of velocity - Our responsiveness and speed to market give us the competitive edge.
• Personalized Service - We go beyond what the customer expects, understand what they are going through, and anticipate their needs to make their interaction with us the best experience of their day.
• Act like an owner - We are empowered to protect, cultivate and grow our business responsibly.
• We can’t stop learning - We know our stuff, embrace change and relish feedback.

Educational/Training Requirements/Experience (What your background should look like)

• Proven working experience leading teams
• Strong, proven experience in a customer service related position
• Excellent knowledge of business methods and techniques
• Supervisory and management experience required

Minimum Skills, Knowledge & Ability Requirements

• Ability to think strategically and to lead others
• Outstanding verbal and written communication skills
• Advanced trouble‑shooting, problem‑solving and multi‑tasking skills
• Demonstrated initiative in personal professional development
• Proficiency in Microsoft Office
• Experience with Amtech/Encore preferred.
• This role will require regional travel (20-30%)