Customer Service Manager - Weyers Cave, VA

The Customer Service Manager reports to the location General Manager and is responsible for the day-to-day operations of the Customer Service teams. 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.

Key Duties & Accountabilities (Primary responsibilities & quantifiable measurements)

• -Lead day-to-day operations within Customer Service and Purchasing 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 Merchandisers communicate cost changes proactively to Sales and Customer Service so they can take necessary steps to protect/increase profit margins.

• Maximize profitability by pushing back on cost changes, and negotiating for lowest “delivered” cost to include minimum order size for n/c freight etc.

• Coordinate with inventory control to determine and manage inventory needs.

• Ensure Customer Service Representatives are keeping Price Lists current and assessing GP$/UOM on orders to protect margin, alerting manager 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 Merchandising KPI’s, analyze statistics and compile accurate reports to elevate service quality, reduce service failures and contribute to protecting margin

• 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 trouble-shooting, problem-solving, and multi-tasking skills
• Demonstrated initiative in personal professional development
• Proficiency in Microsoft Office