Now Hiring - Confidential - Customer Service Manager (CSM) in Grand Prairie, TX

Full description of the position

The primary objective of the Customer Service Manager is to manage a team of 10+ people across state lines to ensure an extraordinary customer service experience that is accurate and friendly. Role and Responsibilities * Supervising the daily operations of the customer service department * Recruit, Retain, Grow Your Team: Build and manage a pipeline of candidates, uphold a high bar for excellence, proactively manage performance expectations, create and maintain a team-based culture focused on customer outcomes while navigating constant changes, mentor and grow your team of CSMs. * Coaching the team for continuous improvement by providing associates with timely, relevant feedback regarding individual performance through the delivery of branch feedback and qualitative results, one-on-one meetings, reviews, bonus discussions, and annual reviews in an effective manner to all associates * Oversee follow-ups on customer orders and customer finished goods management to ensure customers demand aligns with production. * Ensure timely communication with the customers and appropriate escalations. Communicate when necessary with customers and sales representatives to discuss situations and their progress. * Collect and analyze customer service department metrics to identify continuous improvement opportunities and implement project to improve process efficiency and quality. * Maximize use of Oracle, and other tools to track and update customers on orders. * Create and maintain Customer Service processes and procedures, and work instructions. Improve processes where possible; ensure proper processes and regulations followed. * Cross department Collaboration - Work with marketing, sales and product teams to address customer needs. Develop protocols for managing service disruptions or crises * Own & Report on Key Metrics: Oversee customer satisfaction metrics, cases closure rates, calls completion rates and employees development. Qualifications and Education Requirements * HS Diploma or equivalent required; Bachelor's Degree preferred. * Minimum of 5 years' experience supervising a customer support team in a medium to business environment required or 3 years of relative experience in wood- or metalworking industry * Minimum of 5 years' experience in a direct sales or customer service related environment required. * Strong computer skills, including proficiency in MS Office applications. * Strong leadership skills with the ability to provide effective guidance, training, coaching, and daily supervision to staff. * Effective organizational skills and the ability to establish priorities and to plan, coordinate and monitor own workload and that of staff. * Commitment to continuous learning and demonstrated ability and willingness to learn new skills, with initiative to self-teach. * Strong verbal and written communication skills; ability to write in a clear and concise manner and provide detailed explanations orally. * Strong analytical and proactive problem solving skills. Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, filing cabinets and fax machines. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to fingers, handle or feel; and reach with hands and arms. Position Type This is a full-time position, exempt salary position. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Job Type: Full-time Pay: From $73,000.00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Flexible spending account * Health insurance * Life insurance * Paid time off * Vision insurance Schedule: * Monday to Friday Experience: * Microsoft Office: 2 years (Required) * Woodworking: 1 year (Preferred) * Management: 3 years (Required) Ability to Commute: * Grand Prairie, TX 75050 (Required) Ability to Relocate: * Grand Prairie, TX 75050: Relocate before starting work (Required) Work Location: In person