Customer Service Manager

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Be part of a growing, successful company in an exciting and challenging field. Border States is 100% employee-owned, which means you’re empowered to make decisions, find solutions and receive rewards for your hard work.

This position will be located in:
Albuquerque, NM or Farmington, NM or El Paso, TX

Possible location:
Albuquerque, NM or Farmington, NM or El Paso, TX

Please note that the position may be filled before or after the listed Final date to receive applications. Applications will only be accepted while the posting remains active.

The Customer Service Manager leads and manages the day-to-day operations of the Customer Service team in promoting sales, building relationships with new and existing customers. This role provides customers timely follow-up on technical inquiries, participates in the marketing, planning and sale of Border States’ products and services, provides input to sales and marketing on customer needs regarding pricing, products, competition and procedures, resolves customer billing problems, and performs appropriate SAP functions to ensure customer service areas run efficiently and accurately.

Essential Functions

• Leads and manages team members with emphasis on building a strong team in the spirit of Border States values and culture, including coaching, providing clear direction, delegating responsibilities, and removing obstacles.
• Maintains margin adherence regarding goals.
• Ensures on-time delivery adherence to maintain customer satisfaction.
• Proactively develops relationships with new and existing customers.
• Proactively problem-solves customer issues and gaps within sales orders, relationships, invoicing, service issues, etc.
• Provides a focus on continuous team development and growth.
• Manages employee satisfaction, day-to-day services, and strong communication.
• Provides continuous input or collaboration with branch management on formulation of branch Fiscal Year budget and monitors adherence to FY budgetary objectives.
• Works closely with Border States’ sales and marketing staff to meet and exceed sales and gross profit objectives.
• Participates in and advises management on the implementation of marketing plans and strategies and leads the implementation at the branch level.
• Coordinates with the Customer Financial Services staff to resolve customer-billing problems resulting from errors in pricing, shipping, delivery or other credit areas.
• Provides input to the pricing and purchasing areas on product evaluations, code descriptions, inventory management, pricing development, and other related functions.
• Develops standard operating procedures, guidelines, or checklists for customer service area to ensure consistent, accurate and repeatable processes.
• Leads change management in customer service area which may include training, formal communications, or other corporate initiatives.

Non-essential Functions

• Attends and assists with sales meetings, trade shows, and training programs, as needed.
• Trains new hires, as required.
• Maintains reports as required, this may include: bill blocks, delivered not invoiced material, open work cycles, credit cards without authorizations, etc.
• Identifies and leads continuous improvement opportunities working with branch, regional or corporate stakeholders.
• Performs other duties as assigned by supervisor or designate.

• 4-year business degree preferred or the equivalent in work experience, required.
• Prior supervisory experience with a minimum of 4 years of prior customer service, city desk or sales experience required.
• Technical ability to understand electrical, industrial and/or construction systems with a minimum of 4-years of prior electrical distribution experience preferred.
• Strong knowledge of electrical products and systems preferred.
• Ability to read, write and speak in English.
• Prefer strong working knowledge of PC for Windows, Microsoft Office (Excel, Word, and PowerPoint), internet, email and SAP software.

• Communicates Effectively.
• Ensures Accountability.
• Plans and Aligns.
• Attention to detail and organizational skills.
• Excellent customer service skills…