Customer Service Manager

GCC is looking for Customer Service Manager who want to take the next step in their career to join our 100% employee owned company. The Customer Service Manager ensures that the needs of customers are being satisfied. The goal is to provide excellent customer service and to promote this idea throughout the organization.

The Customer Service Manager leads a team consisting of Lead Customer Service Representative, Customer Service Representative, Customer Service Technical Support, Returns Coordinator, Literature Room Coordinator, and Receptionist(s).

• Manage the Customer Service department personnel as listed above, to include:
  • Manage workloads and task assignments.
  • Coordinate backup activities for absent employees.
  • Train staff to deliver a high standard of customer service.
  • Evaluate employee performance, including annual reviews.
  • Maintain departmental vacation calendar.
  • Monitor and report departmental performance metrics as necessary.
• Interact with customers, Principal Manufacturers, and other GCC departments regarding delivery, service and quality issues.
• Coordinate order requirements and delivery schedules with managers, Production, and Shipping personnel.
• Follow company policies and procedures.
• Support and participate in the organization’s continual improvement program to conform to ISO 9001 requirements and understand the implications of not conforming with the Quality Management System.
  • Ensure processes are delivering their intended outputs.
  • Ensure the promotion of customer focus throughout the organization.
• Demonstrate leadership and commitment with respect to the quality management system by:
  • taking accountability for the effectiveness of the quality management system;
  • ensuring that the quality policy and quality objectives are established and compatible with the context and strategic direction of the organization;
  • ensuring the integration of the quality management system requirements into the organization’s business processes;
  • promoting the use of the process approach and risk-based thinking;
  • ensuring that the resources needed for the quality management system are available;
  • communicating the importance of effective quality management and of conforming to the quality management system requirements;
  • ensuring that the quality management system achieves its intended results;
  • engaging, directing and supporting persons to contribute to the effectiveness of the quality management system;
  • promoting improvement;
  • supporting other relevant management roles to demonstrate their leadership as it applies to their areas of responsibility.
• Other duties as assigned.

• Bachelor’s Degree in Business or Engineering.

• Minimum of (5) years of experience in Customer Service and management.
• Experience working in an ISO 9001 environment a plus.

• Strong product and pricing skills. Ability to answer model number, light function explanation and pricing for all GCC product lines.
• Sound problem solving skills. Ability to make decisions demonstrating initiative and assertiveness.
• Strong interpersonal skills. Ability to work well with customers; team members; and individuals in other departments.
• Good communication skills. The ability to articulate technical and conceptual information in a clear, concise and effective way.
• Proficient in Microsoft Office (Word, PowerPoint, Excel, and Outlook).
• Displays attention to detail.

We offer a competitive salary and benefits package, including medical, dental, vision, life and disability insurance, and 401(k) plans with company match. A unique benefit GCC offers as part of Employee Owned Holdings, Inc. is an employee stock ownership plan.