Area Customer Service Manager - Austell, GA

Mission of the Role (What you will be doing)

The Area Customer Service Manager is a key member of the Georgia – Alabama leadership team and is responsible for the day-to-day 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 the customer, Customer Service, Purchasing, Sales and Operations, the Area Customer Service Manager employs strong interpersonal skills, knowledge of SupplyOne capabilities and processes, and problem-solving to take ownership of customer issues and follow problems through to their resolution.

Key Duties

• Lead day-to-day operations within Customer Service managing daily activities, supervising staff and allocating tasks to ensure timeliness, accuracy, quality and performance standards
• Reallocate workflow with temporary assignments to expedite orders and maintain orderly workflow based on business and customer priorities
• Ensure Customer Service Representatives are keeping Price Lists current and assessing GP$/UOM on orders to protect margin, alerting managers to potential issues
• 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 and KPI’s, analyze statistics and compile accurate reports to elevate service quality, reduce service failures and contribute to protecting margin

Essential Functions

• Keep accurate records
• Maintain an environment of collaboration between customer service, purchasing, sales, design, manufacturing and shipping
• Prepare proposals and miscellaneous correspondence
• Participate as an active member of the Customer Service Council
• Keep executive team, office and plant teams up to date on trends, potential service issues and opportunities

• Bachelor’s degree preferred
• 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 preferred
• Ability to think strategically and to lead others
• Outstanding verbal and written communication skills
• Advanced troubleshooting, problem-solving and multi-tasking skills
• Demonstrated initiative in personal professional development
• Proficiency in Microsoft Office