Customer Service Manager

Overview

The Customer Service Manager leads the team that ensures customers are receiving exceptional service experience and optimize product workflow, while minimizing cost. Responsible for managing the entire sales order process and plans for policies, objectives, and initiatives for service excellence. Manages staff in the day-to-day performance of their jobs ensuring department milestones and goals are met while adhering to company targets. Has full authority for personnel actions; a true first level manager with extensive knowledge of department processes.

Responsibilities

1. Manage Customer Service Team activities and performance, focusing on service excellence and continuous improvement. Promote teamwork and an environment of professionalism and mutual respect.

2. Leverage knowledge of best practices and technology to recommend and implement process improvements that will result in efficiencies and improved service to the company’s internal and external stakeholders. (“Internal stakeholders” include members of the company’s Sales team and other employees. “External stakeholders” include customers, suppliers, warehouses, carriers, customs brokers, etc.)

3. Establish strong relationships with internal and external customers.

4. Establish and implement department and individual goals to ensure departments’ overall performance and cultivate a culture of continuous improvement.

5. Help customer service team process orders and follow order through the lifecycle to delivery to customer.

6. Delegate tasks within the department to ensure even workload.

7. Ensure orders are followed up and maintained in an expeditious and safe manner.

8. Responsible for the company’s relationships with our external partners and stakeholders – to ensure safety, excellent service, rigorous adherence to quality standards, efficiency, and consistent performance.

9. Negotiate agreements and quality standards. Ensure that quality standards are established, communicated, and sustained.

10. Manage department of employees to achieve optimal individual and team performance. Establish performance standards, provide regular feedback and coaching, and proactively address developmental areas. Interview for open position in the department. Ensure employees are fully trained, both in relevant subject matter and in Company’s internal processes. Ensure department has appropriate coverage during vacations and other absences.

11. Establish and implement a robust Corrective Action process that captures any anomalies or process lapses within the Customer Service area. Ensure that remedial measures are taken, documented, and sustained.

Education and Experience

• 5 years of increasing responsibility in customer service
• Hands-on experience in a leadership role driving a culture of change and continuous improvement
• Bachelor’s degree preferred
• Experience with Hazmat preferred

Knowledge and Skills

• Extensive knowledge of the supply chain and distribution principles, import and export transactions and logistics.
• Excellent verbal and written communication skills
• Working knowledge of MS Office Suite and ERP systems
• Ability to translate knowledge into opportunities for process improvement, enhanced division performance, etc.
• Exceptional organizational skills, with demonstrated ability to manage competing priorities on deadline.
• Strong attention to detail and follow-through.
• Proven track record of managing high-performance teams while proactively addressing changing business needs.
• Critical-thinking and problem-solving skills.
• Sharp analytical skills, common sense, and strong problem-solving skills.
• Demonstrated ability to solve complex problems with diplomacy and tact.

Personal Attributes

• Collaborative, consultative approach and commitment to problem-solving to ensure a win/win for all stakeholders.
• Commitment to operating with integrity and within full compliance of the law and applicable regulations.
• Flexibility and demonstrated ability to adapt to changing priorities.
• Ability to remain positive and deliver in a high-stress work environment.
• Openness to change. Desire to participate in the design and implementation of new processes is critical.
• Confidence, patience, tact, and diplomacy while handling and resolving complex problems.
• Team orientation, with demonstrated ability to work both independently and as a team member.

Additional Information

FLSA Status Full-time Exempt

Location

Travel N/A

Work Authorization Must be able to show evidence of authorization to work in the US without employer sponsorship

EEO Statement

LBB Specialties is committed to providing a fair and equal employment opportunity for all employees and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. We believe that employees should be provided with a working environment that fosters productivity and the ability to work to the best of his/her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. We expect and require the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere.

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of the activities, duties or responsibilities that may be required and these may change from time to time.