Job Summary
The Customer Service Manager will be responsible for developing strategies, programs, and initiatives to ensure proper balance of business focus and functional excellence.
Provide leadership to the team leaders and customer service representatives and ensure that all major activities are aligned with the overall business objectives to the company.
- Manage Customer service department and employees
- Evaluate needs and strategies to provide the best possible service to both our internal and external customers
- Establish procedures and managerial controls to insure prompt and efficient handling of customer service activities through Team Leaders and Customer Service Representatives
- Develop and plan for future growth and change within department
- Regular review, progress of department workload, and monthly review of all CSR order volume and review of plant performance
- Develop, communicate, and coordinate effective communications between Customer Service Sales and all locations
- Customer database maintenance
- Review and approve assigned SOX requirements
- Some travel is required, and other duties and responsibilities related to the nature of the job may be assigned on a temporary or permanent basis as needed
- Ability to train employees. (System, Customer Service, other necessary fundamentals)
- Develop and maintain an effective department through proper selection, training, and assignment of key personnel
- Develop cross-functional, multi-location functional teams
Requirements / education / Experience
- BA / BS Degree desirable, or equivalent in training, experience, and education
- Previous managerial experience is preferred
- Up to 25% travel requirement within the continental United States
- 2+ years experience in effective training
- Full understanding of customer service philosophy and company procedures
- Ability to motivate staff and deal effectively with performance issues
- Extensive understanding of all Sales operations
- Demonstrated ability to work with people in a supervisory capacity
What CRH Offers You
- Highly competitive base pay
- Comprehensive medical, dental and disability benefits programs
- Group retirement savings program
- Health and wellness programs
- A diverse and inclusive culture that values opportunity for growth, development, and internal promotion
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