Job Title: Customer Service Manager Job No: 201881

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Job Summary:

MCR Safety is a leader in the personal protective equipment industry by offering one of the most expansive lines of hand protection, protective eyewear, goggles and face shields and manufacture of quality rain suits, protective clothing and welding apparel for sale exclusively to safety equipment distributors.

We are looking for a dynamic individual to carry out managerial responsibilities in accordance with the organizations guiding principles within our Customer Service Department located in our headquarters in Collierville, Tn.

Essential Functions, Duties and Responsibilities:

Accountability
This position interacts daily with customers, Sales Team, Production/Distribution, Operations, Finance, etc. to obtain information needed for providing overall best in class service to internal and external customers.

Supervisor Responsibility
The Customer Service Manager carries out supervisory responsibilities in accordance with organization policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and discipline employees; conflict resolution; team building; coaching and leading employees to improve; addressing complaints and resolving problems documentation; and setting an example of superior behavior, attitude and performance.

  • Ensures the identification and implementation of improvements to workflow process and customer service/retention efforts; coordinates with staff and other departments regarding improvement feasibility and changes in technology as a means to enhance productivity.
  • Manages individual career development; fosters overall employee career development; coaches less-experienced staff members. Ensures agents are trained and informed on all product issues.
  • Conducts performance reviews, selects candidates for promotion and manages performance improvement plans as necessary; evaluates compensation and determines adjustments; fosters an environment in which others are encouraged to be innovative and are rewarded for innovation. Assists with recruiting efforts to fill individual positions and selects candidates for hire.
  • Communicates in a professional manner the Company’s strategy and work group’s project plans, goals and status to others; communicates departmental and project strategies within area of influence; channels strategic ideas and other input from staff to senior levels.
  • Ensure all customer service activities support and strengthen the strategic objectives of the overall organization
  • Develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities
  • Prepare or oversee the preparation of reports and statistics related to the customer service activities
  • Analyze customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service
  • Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently. Provide guidance on how to escalate complaints/disputes within the organization
  • Resolve customer complaints and answer customers questions regarding organizational processes and procedures
  • Identify opportunities to add value beyond problem resolution to relevant business areas (e.g., sales, marketing, product development, etc.)

Knowledge, Skills and Abilities:

Ideal candidate will have a 4-year college degree with 3+ years supervisory experience in a Customer Service Call Center

Special Requirements:

Competencies:
  • Minimum of 2 years SAP experience.
  • Knowledge of EDI
  • Extensive experience in call center scheduling, multi-tasking, priority setting, and verbal/written communications, with emphasis on accuracy and attention to detail.
  • Strong background in Microsoft Outlook, spreadsheets and word processing packages.
  • Strong project management skills – Ability to develop initiatives, programs and processes with varying lead times and multiple steps, while addressing day-to-day demands, ensuring all functional areas are meeting predetermined goals and objectives.
  • Strong interpersonal and conflict resolution skills.
  • Strong organizational and planning skills.
  • Skill in using a variety of techniques and methods to assess customer needs, resolve customer issues, and report results to management.
  • Self-starter with the ability to learn quickly.
  • Highly organized with the ability to learn quickly.
  • Strong teamwork skills.
  • Solid analytical skills with the ability to assess results and communicate trends and issues.
  • Ability to communicate directly, specifically and constructively, both verbally and in writing.
  • Tactful, courteous and possess the ability to motivate others.
  • Active listener, articulate and adaptable.
  • Ability to maintain enthusiasm and a positive attitude.

Minimum Qualifications:

Ideal candidate will have a 4-year college degree with 3+ years supervisory experience in a Customer Service Call Center