Customer Service Manager

Previous steel experience is required. Previous management experience is required. 

Shift 

Location

6610 Railway
San Antonio, TX 78244

Leads a team of Customer Service Representatives (CSR's) who deal with customers over the phone or online. The CSR's respond to varying customer service requests from order placement, quotations for delivery in addition to possible specialty functions such as claims / deductions, processing returned goods, escalations, etc. Trains, coaches, and mentors' employees on how to deliver the best customer service possible aligned with the Company goals and objectives. In some divisions works with production and scheduling to ensure on time deliveries.

Guides and directs a team of CSR's towards achieving operational goals such as accurate order entry, timely response to requests, telephone metrics, achieving quote deadlines and meeting quality standards. Ensures work is properly distributed and prioritized, creating an even workload across the team. In some divisions manages overall activity of traffic department which includes day to day carrier usage and negotiating outbound freight shipping rates. Maintains strong working knowledge of company's products, systems, processes, and procedures to be able to provide daily support and guidance to the employees. Monitors and evaluates individual CSR as well as team performance using daily/weekly/monthly reports. Contacts customers when issues are escalated to achieve resolution. Holds regular coaching, goal setting, and performance meetings with the CSR's to continually improve services and nurtures an environment where personnel can excel through encouragement and empowerment. In some divisions works with those performing production and operations scheduling to increase on time deliveries. Monitors all customer inventories including identifying obsolete inventory and managing aged inventory. Oversees monthly and quarterly write-down of inventory reserves. Manage Secondary Sales. Manages the Trane account including monitoring buy sheets, controlling inventory and pricing. Manage Trane pricing reconciliation. Maintain a clean work environment.

• Focused providing the best customer experience in the industry.

• Ability to lead a team that emphasizes creating the ideal customer experience

Experience & Education:

• Bachelor’s Degree, or it’s equivalence and 5+ years experience in customer service.

• Ever increasing roles in customer service including at least 3 in leadership is required