Customer Service Manager

Description

The position of Customer Service Manager, located in Salt Lake City, Utah, manages the overall customer service of the branch to continually and simultaneously achieve overriding objectives.

This is a customer service position which requires knowledge of, or the ability to learn the Emergency Responder Equipment market. Customer Service Managers & Customer Service Representatives work closely with the Outside Sales Team and are expected to build lasting customer relationships. The successful candidate will work to further develop and formulate the skills, knowledge, and abilities needed to support the heroes that serve our communities. 

Duties and Responsibilities to include:

• Manage customer service team members and maintain an orderly workflow according to customer priorities.
• Assess and monitor daily ERP transactions with a focus on accuracy, urgency, follow through and issue resolution.
• Monitor the contact between customers and employees in the work area to ensure exceptional quality service is consistently applied.
• Recruit, mentor and train new personnel, set high performance standards in providing customer satisfaction and conducting performance evaluations while encouraging improvement.
• Maintain excellent organization and communication including providing reports, retaining contracts, teaming with outside sales to determine pricing strategies and completing bid preparation and submission.
• Invest time and effort to maintain positive, driven culture with a concentration on company values.
• Control resources and utilize tools to achieve goals while multitasking.
• Contribute to operational excellence with continuous team development with a strong focus on procedural efficiency.
• Other duties as assigned by management to address and provide effective support of company mission, values and goals.

Requirements

 Pre-requisite Core Competencies

• Manage customer service team members and maintain an orderly workflow according to customer priorities.
• Assess and monitor daily ERP transactions with a focus on accuracy, urgency, follow through and issue resolution.
• Monitor the contact between customers and employees in the work area to ensure exceptional quality service is consistently applied.
• Recruit, mentor and train new personnel, set high performance standards in providing customer satisfaction and conducting performance evaluations while encouraging improvement.
• Maintain excellent organization and communication including providing reports, retaining contracts, teaming with outside sales to determine pricing strategies and completing bid preparation and submission.
• Invest time and effort to maintain positive, driven culture with a concentration on company values.
• Control resources and utilize tools to achieve goals while multitasking.
• Contribute to operational excellence with continuous team development with a strong focus on procedural efficiency.
• Other duties as assigned by management to address and provide effective support of company mission, values and goals.

Skills Required

• Strong knowledge of management methods and techniques.
• Excellent oral and written communication with good interpersonal skills.
• Advanced troubleshooting and ability to make quick decisions with confidence.
• Proficient in Microsoft Office Suite and basic ERP systems.

Experience Required

• Bachelor’s degree is required.
• A minimum of 1 year experience in managing personnel or any supervisory related position.

Experience Preferred

• Experience in sales and operations.
• Accounting, warehouse, manufacturing, and/or retail experience.
• Experience with Box and other online resources.

About Us:

L.N. Curtis & sons is a privately owned and operated corporation that provides Tools for Heroes. The company is headquartered in Walnut Creek, California. Operational centers are located in Salt Lake City, Utah; Kent, Washington; Santa Fe Springs, California; and Gilbert, Arizona. Established in 1929, L.N. Curtis & sons is the premier distributor of first responder equipment and actively sells and services in the United States. The company is focused on servicing the thirteen Western states and the U.S. Government worldwide. L.N. Curtis & sons is committed to supplying the fire and law enforcement industry with the most modern, safe and effective products available. L.N. Curtis & sons is a company whose principal product is service, whose principal resource is people, and whose principal purpose is to be a distinguished leader in the field of supplying and servici