CUSTOMER SERVICE MANAGER - Justrite Manufacturing Company, L.L.C : Job Details

** Customer Service Manager**

**Job Category****:** Customer Service **Requisition Number****:** CUSTO002008 Showing 1 location **Job Details**

**Description**

Justrite **Safety Group** is a growing family of industrial safety companies. Together we protect workers, workplaces and the environment with a comprehensive range of industrial safety solutions. All Justrite Safety Group portfolio companies are united by deep safety knowledge, long experience, and a commitment to protecting people, property, and the planet.

We are looking for a seasoned Customer Service Leader to join our team to build out our combined Customer Service capabilities. The ideal location would have this candidate residing near or in Mattoon, IL.

Reporting directly to the Director of Customer Service, the **Manager of Customer Service** is a key member of Sales Leadership Team. He/she is responsible for the direction and management of all Customer Service actions in our Mattoon, IL location. He/she will be responsible for leading and directing a team of approximately 20 customer service agents to improve our systems and processes surrounding our customer touches. A successful candidate will have a history of demonstrated strength in customer service leadership, team leadership, process deployment, leveraging technology in Customer Service, CRM architecture and process improvement.

The **Manager of Customer Service** provides overall direction and guidance for all customer service actions. This will include building and managing a growing customer service team; optimizing customer service process workflows; and implementing programs to optimize customer service efficiencies.

The **Manager of Customer Service** will demonstrate strong leadership skills, work well with a team, work with all levels of management, and have the ability to work independently with little or no supervision. The Mgr of Customer Service must have superior decision-making skills, problem-solving skills, and conflict-management abilities. He/she must have a have experience in reporting, process improvement, and distribution-based customer service.

**Responsibilities**

* Lead customer service organization, including day to day leadership, talent management, and staffing.

* Support the Customer Service, Operations and Sales organizations by providing measurement, tracking and analytics of CS relevant to their functional areas

* Partner with Sales and Marketing departments to refine CS processes, build and deliver analysis and reports on CS performance with reporting and dashboards

* Own customer service process refinement, reporting, and administration for Mattoon location

* Drive increased productivity by leading process installation and refinement for Mattoon location

* Track and analyze key CS metrics for Mattoon location

* Own the tracking of customer service metrics and delivering regular insights to the business

* Assist with on-boarding and training new talent

* Maintain regular check-ins with Sales Managers/Enterprise Sales Representatives and others who contribute to distributor relationships.

**Qualifications**

* Bachelors or masters degree in a related field of

* >3 years proven success in Customer Service leadership

* Excellent growth performance track record and employee management skills

* Experience building process, programs, and enablement plans

* Customer service process knowledge and history of successful installation of process

* Background in a fast paced, B2B technology sales environment

* History of distribution-based customer service excellence

* Experience in implementing and managing a metrics-based CS organization

* Ability to develop and maintain strong working relationships with all levels of staff, customers, and partners

* Strong administrative, management and personnel recruitment and retainment skills

* Demonstrated comfort making decisions in a fast-paced environment

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)