Customer Service Manager
Carlisle Construction Materials

Puyallup, Washington

Posted in Manufacturing and Production


This job has expired.

Job Info


Job Summary

The Customer Service Manager has overall responsibility for the strategic and operational performance of the Customer Service Team. The Order Management Specialists on the Customer Service team are customer-focused logistics professionals who enter orders, source material form our plant network and third-party suppliers, manage orders through successful delivery and invoicing, and resolve problems for customers. Our Order Management Specialists drive customer loyalty by delivering a superior customer experience.

This position will lead and direct the Customer Service team to align and ensure compliance with customer service objectives, systems, and processes. The Customer Service Manager will ensure quality results through operational excellence, standard work, metrics, and goals, while also driving a culture of empowerment and continuous improvement.

Key to the position is the responsibility to support and collaborate with internal and external customers both upstream and downstream: contractors, distributors, sales managers, company or independent sales representatives, inventory control and production planning, shipping, pricing, other customer service teams, and other key partners.

Duties and Responsibilities:

* Leads and develops a high-performing Customer Service department. Responsible for fostering a climate for providing superior customer service through coaching, mentoring, education, and leading by example.
* Directs overall customer service operations, determines performance objectives/metrics, defines tools to measure progress, and ensures consistent achievement of business objectives. Ensures team processes and activities support overall business success and future vision.
* Responsible for the identification, development and implementation of programs, policies and procedures that support total customer satisfaction, company profitability, and market share growth.
* Proactively monitors operational performance; initiates and drives appropriate change in processes, tools and capabilities that increase operational efficiency and effectiveness while concurrently improving the customer experience and complying with company policies and procedures.
* Provides the main point of contact for escalated customer complaints, concerns, and feedback. Will be expected to resolve complaints and disputes by analyzing the issue and quickly determine the appropriate business response. Communication, attention to detail, timeliness and follow-through are essential in managing these issues.
* Responsible for on-boarding/orientation of the Customer Service/Order Management process for new distributors and direct sell customers as well as sales representatives and Regional Managers.

Required Skills/Abilities/Knowledge:

* Demonstrates a successful track record of building and improving high performing teams. Able to develop and maintain team effectiveness including efficient staffing, workflow patterns, performance standards, as well as delineation of duties and responsibilities in managing a large and geographically dispersed customer segment. Able to achieve high levels of performance while maintaining high morale and teamwork.
* Outstanding relationship skills and verbal/written communication skills are key to success in this position.
* Has the skill and ability to manage multiple tasks and initiatives in an environment of constant interruptions, while executing and ensuring priorities are met.
* Knowledge of the construction industry and/or previous experience with ERP systems (such as SAP) is preferred.

Competencies:

* Teamwork
* Builds trust with others by encouraging open dialogue and collaboration. Seeks diverse perspectives to create stronger solutions.
* Managing Change
* Able to keep on track despite difficulties or barriers that may be encountered. Addresses conflict to find common ground solutions.
* Continuous Improvement
* Retains a mindset of always striving to make things better. Applies continuous improvement tools and processes to every aspect of the role.
* Customer Focus
* Listens to understand the needs of customers (internal and external). Builds trusting relationships and seeks innovative solutions for all customers. Always has the customer's needs top of mind.
* Continuous Learning
* Understands individual strengths and opportunity areas and seeks development opportunities to leverage strengths and lean into opportunity areas. Open to both giving and receiving feedback.
* Drive for Results
* Always has a sense of urgency to solve problems with actions. Seeks to align goals with attainment of organizational strategy and has a sense of ownership and personal accountability for actions taken.
* Strategic Thinking
* Thinks three to five years ahead or beyond; challenges assumptions and conventional wisdom.
* Leading People
* Influence's others and empowers team to execute efficiently.
* Developing People
* Invests time in finding, mentoring and coaching talent.

Education and Experience:

* Bachelor's degree
* A minimum of eight to ten years of related experience, including at least five years of experience leading and managing a customer service team

Equipment Used:

* Typical office supplies, computer, printer, fax machine
* Computer software: Microsoft programs

Working Conditions:

* Office environment.
* Hours Worked: 8:00 am to 5:00 pm, 40 plus hours per week.
* Days/Week: Monday - Friday

Travel Requirement

* 5-10% (occasional) travel is required for this position. Travel requirements and timing are flexible.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled


This job has expired.

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