Customer Service Manager

Position Summary

Manages and directs the daily activities of the Customer Service Team. Make recommendations to improve productivity, quality, and efficient delivery of products and services; maintain compliance with company policies and procedures and implement plans to accomplish goals. Leads and directs the work of others and determines workflow and scheduling. Sorts out problems and priorities and is proactive with problem solving for both customers and employees.

Ensures that all customers are assisted in a professional, courteous, reliable, honest, and responsive manner. Also ensure that their customers' needs or complaints are dealt with in a timely manner.

• Aids Regional Manager on achieving annual revenue, profit, and staffing plans.
• Hire and maintain a productive staff.
• Supervise, mentor, and develop a team of Customer Service Representatives and other positions as directed by Regional Manager.
• Provide regular performance feedback, conduct evaluations, and implement performance improvement plans when necessary.
• Manage scheduling, workload distribution, and daily staffing needs to ensure adequate coverage.
• Foster a positive, collaborative, and customer-focused team culture.
• Manage all incoming customer inquiries via phone, email, and other communication channels to ensure timely and accurate customer service experience.
• Manage order entry, returns, and customer account updates for accuracy and compliance with company policies.
• Handle escalated customer issues professionally and efficiently.
• Ensure the team follows established procedures and meets departmental service standards.
• Identify opportunities to enhance customer service processes, tools, and workflows.
• Identifies resources needed and assigns individual responsibilities under the direction of Operations Manager.
• Maintains a high level of organization, attention to detail and focus on excellence.
• Develop and implement improved procedures to increase efficiency and customer satisfaction by ensuring teams collaborate with Outside Sales team to work together to support the customer's needs.
• Track, analyze, and report on key metrics.
• Maintain knowledge of products, company policies, and system updates to ensure consistent and accurate information is provided to customers and CSR team(s).
• Create and deliver training programs for new hires and ongoing training for existing team members.
• Ensure team members are knowledgeable about products, services, and systems.
• Provide coaching to support employee growth and improve performance.
• Work closely with Sales, Operations, Accounting, and other departments to resolve issues and support seamless customer experiences.
• Communicate customer trends and feedback to leadership to support business improvements.
• Maintains adherence to ISO Quality and Environmental Management policies and procedures.
• Perform analytical functions assessing situations quickly to determine the most beneficial resolution to opportunities while maintaining focus and delivering results within agreed upon periods.

• Fluid Power product knowledge with emphasis on Parker products.
• Demonstrate leadership skills,
• High level of integrity.
• Accept responsibility for his/her actions.
• Ability to properly convey ideas or concepts.
• Accept constructive criticism without becoming defensive.
• Demonstrated analytical skills from past projects and assignments.
• Ability to execute on business initiatives to achieve monthly and annual goals.
• Proper listening, oral and written skills, and command of the English language.
• Able to interact with both company employees and outside people constructively and respectfully.
• Make daily decisions in support of our people, customers and suppliers while working within company procedures.
• Highly organized.
• Microsoft Excel Intermediate Skills or greater preferred
• Distribution ERP Intermediate Skills or greater preferred

• Bachelor's Degree (four-year college or university) or equivalent industry experience.

• Three years related experience minimum.

• Product Training,…