Customer Service Manager

Primary Purpose

To lead, support, and actively participate in daily Customer Service operations while ensuring accuracy, efficiency, and exceptional service delivery. This role serves as a “working manager,” performing the same duties as Customer Service Representatives while also providing leadership, coaching, and coordination of department activities.

• Review, improve and implement Customer Service processes.
• Oversee day-to-day customer service operations.
• Act as customer point of contact for resolving issues.
• Ensure customer fulfillment and operational excellence for the facility.
• Monitor departmental operations and provide feedback and assistance to employees and management.
• Lead performance improvement initiatives in customer service, teamwork, and communications through mentoring and coaching individuals and the department.
• Efficiently supervise and schedule manpower in the Customer Service department.
• Train and develop Customer Service Employees.
• Provide resources and support to Customer Service employees to ensure successful completion of their daily duties.
• Coordinate with management to ensure customer requirements are met and provide guidance to improve customer service.
• Document employee performance and complete annual Performance Evaluation.
• Prepare weekly, monthly, quarterly, and annual reports.
• Manage inventory of scale supplies.
• Use Lawson to generate requisitions.
• Other duties as directed.

EQUAL OPPORTUNITY EMPLOYER STATEMENT:
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.