Customer Service Manager - The Gund Company : Job Details

Job Type Full-timeDescriptionThe Gund Company has an immediate opening at our Amsterdam, NY manufacturing plant for a Customer Service Manager to join our team! Annual Starting Salary: $80,000+ Plant/Work Location: 200 Wallins Corners Road, Amsterdam, NY 12010 Value Stream/Market: Generators The Gund Company: Take Care of Each Other, Take Care of the Customer, and Take Care of the Business Job SummaryThis role will provide leadership, training, and development of CSRs, as well as oversee the process execution of the CSR teams. They are also responsible for delivering best practices and methodologies and leading process improvement within The Gund Company's customer service function. Essential Job Functions

• Support the growth of the customer service function by evaluating current processes and practices to include recommendations for functional improvements, capacity needs, tools, and process improvements.
• Collaborate with site and functional leadership to execute training and development for CSRs, including new hire training, process update training, and recurrent training.
• Lead customer service process improvement and standardization initiatives.
• Audit customer service metrics to identify performance improvement opportunities.
• Audit customer service processes to identify standardization and performance improvement opportunities.

Supervisory Responsibilities:This position has supervisory responsibilities and will have influential relationships with the facility and other functions. RequirementsQualifies and Competencies

• Experience training and developing team members.
• Consistently demonstrates TGC core values, emotional intelligence, and business leadership skills.
• Strength in data analysis, data-driven communication, and decision-making to help guide business decisions and optimize performance.
• Excellent customer service and focus; ability to assess internal and external customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience while driving corrective actions when necessary.
• Experience collaborating and motivating team members and peers with direct reports.
• Well-developed negotiation, mediation, and mentorship skills with the ability to remain impartial.
• Excellent time management and prioritization skills, along with strong written and oral communication skills.
• Experience navigating digital ERP systems, ideally infor Visual.

Education and Experience

• A bachelor's degree in business administration or a relevant field is preferred; a combination of education and industry-relevant experience may be considered in lieu of a formal degree.
• A minimum of 3 years of proven experience in a customer service position.
• Proficiency in Microsoft Office, customer service software, customer relationship management software (prefer ICRM), and ERP systems (prefer info Visual).

Physical DemandsTo perform this job successfully, the physical demands listed are representative of those that an employee must meet. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk, and hear. The employee may occasionally be required to crouch. The employee may occasionally lift items as heavy as 25lbs. Specific vision abilities may include the employee's ability to see near and far distances.Work EnvironmentThe work environment is similar to most office settings, though, at times, the position may require you to work on the manufacturing floor.Why Join Us?Our employees have a vested interest in our Company's success. The Gund Company is 30% employee-owned through our ESOP (Employee Stock Ownership Plan). Shares are awarded each year based on a calculation that takes into consideration our Company's financial profitability, employee tenure, and earnings. There is no out-of-pocket investment required!In addition, our employees enjoy:

• A safe and healthy work environment
• Competitive wages
• Comprehensive, cost-effective employee benefits: Health, Dental, Vision, Life, and Disability
• 401(k) retirement savings program with a 50% employer match up to 6% of contributions
• Regular employee feedback through our IDP (Individual Development Plan)

According to the Gallup Q12 employee survey method, The Gund Company is ranked world-class regarding employee engagement. Please review our current career opportunities and consider applying today! We are always accepting applications for new talent to join our organization.EEO Statement: It is the policy of The Gund Company to recruit, hire, train, and promote employees without discriminating based on race, gender, age, religion, national origin, veteran status, sexual preference, or disability.Disclaimer: The above statements are intended to describe the general nature and level of work being performed by those assigned to a particular position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required, and personnel may be required to perform duties outside their normal responsibilities from time to time, as needed.HR use onlyLast Revised: LB 7/26/2023