CORPORATE CUSTOMER SERVICE MANAGER
Full Time
Tewksbury, MA 01876
Posted
Job description
We seek the industry's best and brightest talent to join our team. Griffin offers a collaborative work environment, competitive salary, and benefits package including 401k/profit sharing, retirement plan, paid vacation, paid holidays, and more.
Summary: Manages, supervises, and coordinates activities of workers providing telephone/counter customer service and support sales for both the plant and hard good sales lines, by performing the following duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Creates companywide customer service standards, practices and procedures and then implements, schedules training, and holds staff accountable.
- Manages subordinates and is responsible for overall direction, co-ordination, planning, assigning, and directing work.
- Forecast volumes of calls and workforce requirements utilizing Current Phone system – Work with Branch Operations Managers to ensure full coverage of satellite staff.
- Maintains call distribution system by configuring the telephone to automatically distribute call uniformly among customer service representatives.
- Monitors productivity of staff through observation and utilization of the Compact Call Center software, generates and analyses reports taking corrective action as needed.
- Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies and procedures and develop training programs to improve.
- Creates ongoing training for individuals and the customer service group to improve overall quality of service and selling skills.
- Maintain a roster of Inside Support CSRs that support Reps and their customers.
- Work with other department heads, especially Marketing and Sales to improve customer service and effectively drive promotions.
- Conduct customer surveys to solicit feedback on service provided, analyze, and develop programs to address trends or issues identified as part of feedback from customers.
- Studies and standardizes procedures to improve efficiency and accuracy of processes
- Updates Customer Service Manual and provides ongoing training
- Updates On Hold messages to promote current events such as Expo’s, Seminars, Sales Promotions, etc.
- Hold monthly departmental meetings via webinars to provide updates, new products, and training opportunities
- Collaborate with other department managers to ensure a consistent level of Customer Service.
Supervisory Responsibilities: Directly supervises Hard Goods Inside Support CSRs, Hard Goods phone CSRs and Morgantown, PA receptionist. Green Goods Operations Manager in Woodridge, IL, who directly supervises 24 Green Goods, Seed CSRs, and support personnel. Fulfills supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Competency: To perform the job successfully, an individual should demonstrate the following competencies:
- Customer Service – Provides role model behavior to subordinates by responding promptly and courteously to customer needs/concerns and by always maintaining composure.
- Verbal Communication – Effectively and consistently communicates goals, objectives, and notifies subordinates when they are on/off track.
- Written Communication – Able to write effectively, clearly defining expectations and overall job performance.
- Teamwork –Promotes teamwork by demonstrating leadership qualities i.e., aids team when workload increases; instills job ownership and pride; balances team/individual effort.
- Delegation – Effectively delegates tasks and duties by matching responsibilities to skill level; Can “let go” of day-to-day tasks to complete the bigger picture.
- Leadership – Leads by example – i.e., Demonstrates willingness to do what it takes to get the job done; explains what, why, how; explains how subordinate helps the company to succeed.
- Managing People – Continually strives to improve supervisory skills; takes the time to know subordinates’ strengths and weaknesses to provide career development and growth; always communicates subordinate performance and documents it.
- Diversity – Shows respect and sensitivity for cultural differences.
- Motivation – Sets and achieves challenging goals, rewards subordinates in writing or verbally when appropriate.
- Professionalism - Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
- Attendance/Punctuality – Ensures that subordinate attendance meets organizational goals by effectively communicating attendance standards and requirements and by demonstrating optimal attendance; Arrives at meetings and appointments on time.
- Dependability - Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
- Initiative - Volunteers readily; Undertakes self-development activities; Takes independent actions and calculated risks.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience: Must be a initiative-taker requiring minimal supervision and must be able to perform supervisory, computer, and basic operational tasks within the first 90 days. The level of education and experience will vary depending on the individual; however, 5-10 years of customer service management experience is preferred. A bachelor’s degree in business management is also preferred.
Remote Team Leadership skills: Experience in managing remote teams. Set clear expectations, treat remote team members as if they are on-site. The ability to focus on goals, not activity, trust their team. Create a communication strategy (TEAMS). Use technology to build community.
Language Skills: Ability to read and interpret documents such as delivery schedules; customer order slips, late slips, safety rules, operating and maintenance instructions, computer generated reports, and procedure manuals. Must be able to communicate clearly and effectively to subordinates one-on-one or in groups especially when directing or motivating subordinates.
Reasoning Ability: Must be able to maintain composure in a fast-paced environment. Must be part of the solution by keeping emotion out of decision-making process. Must be able to maintain objectivity when dealing with irate customers or employees. Ability to interpret a variety of instructions furnished by immediate supervisor or other departments in written, verbal, or schedule form.
Computer Skills: To perform this job successfully, an individual should have knowledge of e-mail (Outlook), search engines, and websites; must understand the concept of integrated inventory systems and relational database; must have working knowledge of Microsoft Word & Excel.
Certificates, Licenses, Registrations: May be required to have working knowledge or basic exposure to hazardous training certificate, Forklift Certificate, Working knowledge of Department of Transportation regulations.
Other Skills and Abilities: Proven ability to interact at all levels within the organization. Proven ability to build teams and recognize diversity. Proven ability to lead by example with respect to work ethic, attendance, and communication skills.
Other Qualifications: Must be willing and able to work long hours during peak seasons, staff shortages, and during absences. Must be able to maintain composure under fast paced, stressful, and demanding situations. Proven ability to adapt quickly and effectively to change.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While overseeing and directing the work activities of Customer Service and Customer Showroom, the employee may be required to frequently walk and stand. The employee will need to be able to sit for prolonged periods of time to complete paperwork, conduct employee meetings, perform computer related tasks, and monitor customer service calls. The employee must be willing to perform the day-to-day tasks of subordinates during staff shortages, peak season, and to cover absences due to illness, vacation, or injury.
Travel: This position requires quarterly travel to Woodridge, IL and semi-annual travel to all other branches or as needed for training and management purposes.
Equal Employment Opportunity: In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Griffin will be based on merit, qualifications, and abilities. It is the policy of Griffin not to discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, veteran status, or any other protected classification under law.
Griffin is EOE/ADA and E-Verify compliant.
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