The CS Manager is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing, rewarding, coaching, counseling, training and problem solving.
•Provides daily direction and communication to employees so that orders are entered and calls and chats are answered in a timely, efficient and knowledgeable manner.
•Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
•Insure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relation issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.
•Provide performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews.
•Address disciplinary and or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
•Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.
•Manages / Assists with the hiring process of all CS Representatives
•Approves vacation requests and consults with Supervisor as necessary on scheduling vacation time for CS Representatives
•Holds direct reports accountable for job responsibilities by issuing corrective actions as necessary
•Negotiates and processes returns of product
•Fieds incoming orders / processing when necessary
•Coordinates with accounting on opening new accounts
•Runs reporting relating to open orders on a daily basis and interprets accordingly
•Provides constant customer follow-up, offer suggestive & creative selling
•Bachelors degree preferred and at least 5 years prior work experience in a similar role
•Proven leadership experience
•Ability to develop and motivate a team
•Solid communication skills, both written and verbal
•Professional verbal presentation
•Customer Service experience
•Computer literacy, including Microsoft Office Applications
•The ability to multi-task and work in a fast-paced environment
Samuel & Sons has enjoyed more than three quarters of a century of making the impossible possible. And along the way, we've never lost sight of what matters most - the people who've helped us get where we are and the close-knit family feeling that encourages each of us to do our best. Samuel & Sons people have the drive to overcome any obstacle and the spirit to take on any challenge. As a family-owned company with an immense appreciation for its employees, Samuel & Sons is a great place to work. The opportunities are yours for the taking. And the benefits are among the best in the industry. Samuel & Sons continues to maintain its competitive advantage, achieve superior customer satisfaction and improve the overall company performance by creating an inclusive workplace that empowers each employee to make valuable contributions, be as unique as they are, and promote reaching their fullest potential. Samuel & Sons appreciates the rich diversity of the people in the communities where we work. Therefore, we aim to create and maintain a professional environment where differences are respected, varied skills and abilities of diverse individuals are valued and all may contribute to the success of the organization.
Our Core Values
We are CUSTOMERCENTRIC: The customer is at the heart of everything we do.
We are HUMAN: See people as people deserving of our trust, respect, and integrity.
We are UNITED: A community that supports each other through individual perspectives and collaboration.
We are PASSIONATE: Driven and committed to being better every day.
We PUSH BOUNDARIES: Move beyond what is by challenging assumptions and embracing change