Job Information
GWS Tool Group Customer Service Department Manager in Nashville, United States
Customer Service Department Manager
Nashville, TN
Description
Job Title:Customer Service Department Manager
Department:Commercial
Reports to:Managing Director of Customer Service
Classification:Exempt
Location:Nashville TN, Arden NC, Welland Canada
Travel:As Needed
Job Summary:The Customer Service Department Manager will direct and oversee the organization’s customer service operations for Insert and Advanced Material Products.
Supervisory Responsibilities:
Recruits, interviews, hires, and trains departmental staff.
Oversees the daily workflow of the assigned department members.
Provides constructive and timely performance evaluations.
Handles discipline and termination of employees in accordance with company policy.
Duties/Responsibilities:
Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
Oversees the inbound Customer Service communications traffic
Establishes performance metrics for customer service representatives.
Establishes service levels (SLA’s) and requirements for maintaining the department.
Develops and implements methods to record, assess, and analyze customer feedback.
Develops and implements training and evaluation metrics for new hires and experienced employees.
Support and maintain oversight of product pricing and the quoting process.
Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
Acts as a liaison between the customer service department and other divisions in the company.
Performs other related duties as assigned.
Education and Experience:
Associate or Bachelor degree preferred.
At least three years of related experience required, with prior management experience highly preferred.
Required Skills/Abilities:
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.
Proficient with Chrome and Microsoft related software.
Physical Requirements:
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.