Job Details

Myerstown, PA

Full Time

Salary

Yes

You must download this application to your computer and open it with Acrobat Reader to fill in the form fields. If you open the form in your internet browser the entries in the fields will NOT save to the form.
If you are interested in applying for this position, fill out the application for employment and email it to our HR department by 9/25/2019

Customer Service Manager

JOB SUMMARY:

The Customer Service Manager oversees a wide variety of duties that help ensure productivity targets are achieved and that all customer service processes are running smoothly, including planning, prioritizing and delegating work tasks. He/she is responsible for ensuring that scheduling and assigning employees and properly staffing all shifts meet customer service operational requirements. The Customer Service Manager ensures the necessary resources; and tools are available for customer service delivery and improves customer service experiences by taking ownership of customer issues and follows problems through to resolution. He/she possesses an in-depth knowledge of Dutch Valley brands, products, and offerings. The Customer Service Manager has managerial responsibilities for the Customer Service department personnel.

 

FUNCTIONAL RESPONSIBILITIES:

  • Strategically manages customer service department in compliance with company policies
  • Defines and communicates customer service standards to the Customer Service Team and manages the day-to-day operations of the team
  • Trains staff and monitors their performance and progress
  • Informs customers of any order or delivery changes and works closely with the Customer Service Team to resolve issues as they arise
  • Promotes and fosters good employee relations and morale among team
  • Conducts meetings with the Customer Service team
  • Actively involved in the hiring, management and development of department personnel
  • Understands functional areas for department within ERP system (JDE)
  • Communicates recalls to customers

 

Required Knowledge, Skills, and Education:

  • Bachelor's degree in Business, Marketing, or similar field preferred
  • At least 5 years of management experience
  • Experience in providing customer service support with strong client-facing and telephonic communications skills
  • An energetic, forward-thinking and creative individual with high ethical standards with an appropriate professional image
  • A well-organized and self-directed individual who is a team player and able to work in a fast-paced environment with ongoing changes and short timelines
  • An intelligent and articulate individual who can relate to people at all levels in an organization and possesses excellent communication skills; written, verbal, and presentation skills
  • A good educator who is trustworthy and willing to share information and serve as a mentor
  • A demonstrated relationship builder
  • A strong manager experienced in training, motivating, and team building skills
  • The ability to respond effectively to the most sensitive inquiries or complaints
  • Strong Microsoft Office Suite skills, particularly Word, Excel, and PowerPoint