Customer Service Manager in Petaluma, CA at Volt

Date Posted: 3/12/2018

Job Snapshot

  • Employee Type:
    Direct Hire
  • Location:
    Petaluma, CA
  • Duration:
  • Date Posted:
  • Job ID:
  • Pay Rate
    $52000.0 - $65000.0/Year
  • Contact Name
    Volt Branch
  • Phone

Job Description

Job Title:

Customer Service Manager  

Position Summary:  The Customer Service Manager (CSM) reports to the Sr. Director of Marketing and is primarily responsible for the management of the Customer Service and Order Entry teams, including all day-to-day activities of the CS/OE teams.  The Customer Service Manager plays a critical role in the proactive identification of any circumstances that may have a negative effect on customer's ability to provide superior customer service and is responsible for ensuring all escalation situations are handled quickly and efficiently to achieve the best possible outcome for the customer and the company.

Education/Experience Requirements: 

  • Bachelor’s degree and 7+ years of experience or 7-10 years of experience in Customer Service or related field.
  • Proficiency in MS Word and Excel, with working knowledge of ERP systems.

Skills Needed:   

  • Strong leadership skills with ability to effectively manage direct reports.  This includes ensuring that each member of the team has a solid understanding of their role and responsibilities, conducting feedback sessions and performance evaluations on time, holding employees accountable for their actions and taking corrective measures when necessary, and acting as a source of motivation and encouragement during stressful times. 
  • Excellent verbal and written communication skills combined with ability to communicate effectively with individuals at all levels, both inside and outside of the organization.
  • Strong business acumen with ability to understand organizational goals and objectives, develop strategic plans for the Customer Service team designed to support the achievement of those goals, and the hands-on aptitude to implement any required changes.
  • Ability to lead cross-functional teams and effectively manage participants who are not direct reports, ensuring completion of team objectives.
  • Ability to practice critical thinking skills and strike the appropriate balance between satisfying the customer and making the right Workrite decision. 
  • Self-confident with ability to assess situations, make sound decisions, and resolve problems or issues for the customer autonomously.
  • Strong organizational skills with ability to handle multiple priorities efficiently and effectively.
  • Ability to see the big picture and strike a balance between written processes and common sense practices as situations arise.
  • Ability to identify, monitor and analyze critical metrics and make recommendations for process or other changes required to provide best in class customer service.
  • Strong sense of urgency and commitment to leading continuous quality improvement.

Essential Job Functions:

  • Work with the planning and purchasing teams to develop, implement, and maintain processes designed to provide advance notice of any product service gaps that will negatively affect our ability to meet customer expectations.
  • Manage the development of all outgoing communication to customers and reps and develop templates as required to ensure that messages are delivered in a positive, consistent manner by the entire team.
  • Work closely with the sales organization to assist in finding acceptable resolution to significant customer issues, ensuring that everyone involved receives timely, accurate information relating to all facts surrounding the issue.
  • Direct activities of the Customer Service and Order Entry teams through effective utilization of the Leads within each group.
  • Monitor daily activity reports to ensure timely processing of orders and response to customer inquiries, implementing corrective actions as required during heavy activity periods.
  • Management of SPA and SPIFF program process flow and information.  This includes processing manual adjustments as required, overseeing the distribution of quarterly reports to the sales organization, and leading all process/workflow development and implementation.
  • Work closely with the marketing and product management team to ensure that CS/OE Specialists receive required training and information for new product introductions, product discontinuations, and program implementations.
  • Work with and/or lead cross-functional teams as required to identify, develop and implement new process or process improvements as need to support the goals and objectives of the organization.
  • Work closely with the Director of IT to identify, recommend, develop and implement system improvements required to improve the speed and accuracy of the order entry process as well as the integrity of the data captured within Syteline.
  • Participate in leadership, process and product training as required.
  • Other duties as assigned.

Physical Requirements: Must be able to work at a computer terminal for long periods of time. Coordinating among departments and within the department requires ability to move from workstation periodically. May be required to lift up to 20 pounds on occasion.

Duties are not limited to the above job description.  You may be asked to perform other duties from time to time as the needs of the department or company dictate.