At Summit Stairs & Millwork, our commitment to continuous improvement drives our success.
We are dedicated to delivering industry-leading products and exceptional service to our customers every day.
As our business continues to grow and expand, we are seeking a highly qualified Customer Service Manager to join our team.
This pivotal role will help us maintain our focus on providing a premier customer experience.
The ideal candidate will bring a blend of account management, distribution management, warehouse logistics, sales, and/or production experience in a leadership capacity.
The Customer Service Manager will play a key role in supporting not only our Sales and Operations Teams but also supporting PEAK, a subsidiary of Summit Stairs & Millwork, while overseeing and guiding customer service employees in their daily tasks, including responding to customer inquiries and resolving issues or complaints.
Supervisory Objectives for Role: Hires and manages customer service employees with responsibility for order entry and issue resolution.
Trains and develops employees on company's customer service policies, procedures, and best practices.
Organizes and oversees the schedules and work of assigned staff.
Conducts performance evaluations that are timely and constructive.
Handles discipline and termination of employees as needed and in accordance with company policy.
Key Responsibilities for Role: Leads and Supports Team: Manages a team of customer service representatives, order entry personnel, account coordinators, project managers, and related roles to ensure they meet company targets for service quality.
Provides necessary equipment, supplies, and resources to office staff.
Ensures Informed Service: Keeps team members updated on changes to company products and services and coordinates with the Sales Team on project take-offs, pricing estimates, and product quotes.
Data Management and Reporting: Collects data, prepares monthly performance reports, and manages the Zero $ Invoice report to identify and address production issues.
Also oversees invoicing and receivables, ensuring timely and accurate processing.
Project and Production Coordination: Collaborates with the Installation Manager to coordinate service on new projects and repairs on existing jobs, while maintaining order lead times through production schedules and customer confirmation for site delivery.
Process Improvement and Budgeting: Identifies opportunities to improve customer service procedures, makes recommendations, and assists with budget preparation for the department.
Account and Distribution Management: Oversees account management, distribution management, and warehouse logistics for PEAK, ensuring alignment with company goals and customer satisfaction.
Additional Duties: Performs other related duties as assigned.
Skills and Qualifications: A bachelor's degree is preferred with 3 yr. experience in a Customer Service experience role.
Previous supervisory role preferred.
High work capacity and ability to work independently at a high pace.
Excellent verbal, written, presentation skills.
Demonstrate organizational/time management skills.
Ability to organize/prioritize workload.
Capable of taking action to solve problems.