Customer Service Manager

Job Summary

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.

Responsibilities

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. 
• Provides proactive customer service sales functions.
• 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.

Qualifications

• 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. 

Skills and Abilities

• Communicates Effectively.
• Ensures Accountability.
• Plans and Aligns.
• Attention to detail and organizational skills.
• Excellent customer service skills include being competent, accurate, responsive, and engaged.

Physical Requirements

Frequency at which you would carry/lift in a typical day:
Occasionally 0 – 33% Frequently 34 – 66% Continuously: 67 – 100%

• Lift from Waist:
  • < than 10 lbs. - Not at all
  • 10 to 25 lbs. - Not at all
  • 26 to 50 lbs. - Not at all
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all
• Lift from Floor:
  • < than 10 lbs. - Frequently
  • 10 to 25 lbs. - Frequently
  • 26 to 50 lbs. - Occasionally
  • 51 to 75 lbs. - Occasionally
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all
• Carried for Distance:
  • < than 10 lbs. - Not at all
  • 10 to 25 lbs. - Not at all
  • 26 to 50 lbs. - Not at all
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all

Physical Activity

Frequency at which you would do the following in a typical day:

• Sitting (a continuous period of being seated) - Continuously
• Standing (for sustained periods of time) - Frequently
• Walking (moving about on foot to accomplish tasks) - Frequently
• Bending/stooping (downward and forward) - Occasionally
• Crawling (moving about on hands and knees or hands and feet) - Not at all
• Climbing/Walking Stairs (ascending or descending) - Frequently
• Reaching (extending arms in any direction) - Frequently
• Crouching/squatting (bending the body downward and forward by bending leg and spine) - Occasionally
• Kneeling (bending legs at knee to come to rest on knee(s)) - Occasionally
• Balancing (maintaining body equilibrium to prevent falling) - Occasionally
• Repetitive motion (substantial movement (motions) or the wrists, hands, and/or fingers) - Continuously
• Pivoting (movement in any direction with one foot, keeping the other in contact with the floor) - Occasionally
• Pushing/Pulling (using upper extremities to press against or draw or tug) - Occasionally
• Grasping (Applying pressure to an object with the fingers and palm) - Continuously
• Fingering (picking, pinching, typing; working with primarily fingers and not whole hand) - Continuously
• Talking (expressing or exchanging ideas by means of the spoken word) - Continuously
• Driving (the control and operation of a motor vehicle) - Occasionally
• Desk work (work usually performed at a desk) - Continuously
• Use of a computer - Continuously
• Use of a telephone - Continuously
• Hearing (Perceiving the nature of sounds at normal speaking levels) - Continuously
• Exposure (to adverse weather & temperature conditions) - Occasionally
• Travel (travel needed to perform job duties) - Occasionally

Additional Information

This job description is a summary of the job duties and responsibilities and is not intended to cover all possible job duties and is subject to change at the employer’s discretion. Employees must be able to perform the essential job duties and satisfy job requirements either with or without a reasonable accommodation.