Customer Service Manager

Job Description

The Customer Service Manager is responsible for the strategic leading of the Customer Service Representatives of Keylink, while supporting the vision and values of the company.  The Customer Service Manager is responsible for maximizing the Customer Service team’s potential through training and development, aligning service with company targets, and developing and maintaining excellent communication and relationships within our organization and with our customers.

Status: Salaried Exempt      Position Type: Full-time       Hours: 40-45 hrs.      Schedule: M-F

 

Reports to: KEY Sales Director

Qualifications

Key Roles

• Seeks to improve and champion our customer service experience creating engaged customers.
• Takes ownership of problem-solving customer issues to minimize repeat issues.
• Develop and maintain relationships with key internal managers including hauling, scheduling, production, and finance.
• Coordinate customer care and order fulfillment processes with both our Outside Sales team and our Operations teams (Shipping and Manufacturing)
• Create and follow self-development plan.
• Leadership, Management, & Accountability.

Key Metrics

• Customer Experience.
• Order entry and quote lead time workflow.
• Order and quote accuracy.

Key Competencies

• Proficient with computers, email, and standard business software.
• Team Mindset: committed to improving, learning, and collaborating with others.
• Motivated to develop self and others.
• Prioritizes providing customer value (individually and as a team)
• Excellent communication skills: Written and Verbal (phone and in-person)
• Ability to initiate and maintain continuous improvement processes.
• Ability to collaborate and communicate effectively across departments.
• Understands and promotes company mission, values, and culture.
• Understands and demonstrates four leadership mindsets:
  • First Team: I am first a team member and secondarily a team leader.
  • Influencer: I can influence outcomes through motivation more than I can control results by command.
  • Visionary: I create alignment by guiding toward a future state.
  • Coaching: My job is to develop human capacity.

Duties and Responsibilities

• Develop and implement sales summary report.
• Participate in quarterly planning meetings.
• Manage monthly truck delivery schedule.
• Create customer engagement strategies.
• Advocate for customers in operations meetings.
• Provide clarity on team structure and roles.
• Coach account managers and customer representatives on customer conversations.
• Understand the sales channel.
• Other duties as needed: Job duties, responsibilities, and activities may change at any time and may include potential transfers to other departments and local facilities.

 

 

 

 

 

Education and Experience

1. High school diploma or equivalent required.
2. Minimum 5 years of experience in a front-line customer service position
3. Proven track record in team leadership and development
4. Background in business-to-business relationships
5. Proficient in Microsoft Office.

Work Environment

While performing the duties of this job, the employee regularly works in an office and manufacturing setting.  May be subject to the current local weather conditions.