Customer Service Manager

Customer Service Manager

We are in search of a Customer Service Manager to lead the daily operations and strategic initiatives of the Customer Service department. Manage a team of representatives across two locations, ensuring customer satisfaction, retention, and fulfillment of needs. Develop and implement process improvements and operational policies, while identifying opportunities to enhance products and services.

Responsibilities Include :

• Administrative (?80%) : Billing, rebilling, order management, and other high-volume administrative tasks.
• People Management (?20%) : Supervise staff across two locations, ensure adherence to processes, and provide operational support.
• Drive departmental initiatives, including process improvements and policy updates.
• Recommend product or service changes to better meet customer needs.
• Regional travel required : approximately two days per week to Sacramento for site visits, team management, and operational support.
• Core responsibilities of a customer success manager :
• Onboarding and training : Guide new customers service reps so that they may help us with new clients, taking them through the initial setup process to ensure we are meeting and exceeding our client's needs.
• Relationship management : Build and maintain strong, trusted relationships with their team, internal customers, and key client stakeholders through regular check-ins and strategic business reviews.
• Proactive problem-solving : Monitor customer usage and health scores to identify potential issues or signs of dissatisfaction and address them before they escalate.
• Customer advocacy : Act as the voice of the customer within the company by relaying feedback to cross-functional teams.
• Driving expansion of sales : Work with CSRs to help clients by demonstrating the value of our products and solutions and identify opportunities for upselling or cross-selling.
• Data analysis : Track and analyze customer data, usage patterns, and metrics to inform success strategies and identify trends.
• Ideal Candidate possess a mix of technical and soft skills, including :
• Relationship building and empathy : The ability to understand and connect with their people and our customers' needs is crucial for fostering trust.
• Excellent communication : Strong verbal and written skills is needed for presenting, training, and clearly communicating complex ideas to customers and internal teams.
• Deep product knowledge : A comprehensive understanding of our products / industry is essential for effectively guiding customers and providing solutions.
• Problem-solving and analytical skills : CSM's must be able to diagnose underlying issues and use data to formulate effective solutions.
• Organizational skills : Requires strong time and project management to handle multiple priorities effectively.

The Ideal Candidate Will Have :

The pay range for this role is $70,000- $90,000 per year. This range represents what the company reasonably expects to pay an associate for this role based on current market data, internal equity, and other business factors. The actual compensation offered may vary depending on factors such as relevant experience, qualifications, geographic location, and other considerations. In addition to base pay, BradyPLUS offers a comprehensive benefits package to support the health and well-being of our associates and their families. Benefit offerings include medical, dental, vision, life and disability insurance, flexible spending accounts, Employee Assistance Programs (EAP), 401(k) Retirement and more.

BradyPLUS is a leading national distributor of solutions for JanSan, Foodservice and Industrial Packaging. We deliver the right SUPPLIES + SUPPORT to ensure businesses are more successful every day. We offer premium brands, expert advice, and exceptional customer experiences. Our 6,000 associates across 180+ locations have a passion for delivering innovative solutions for the business challenges of today and tomorrow. Together, we serve thousands of customers nationwide in end markets including education, government, healthcare, hospitality, restaurants, building services, food packaging & processing, and grocery. We strive to be the best employer we can. We value people, we embrace change and we reach higher. Join us and see what the BUZZ is about!

BradyPLUS is an Equal Opportunity Employer. This means that all qualified applicants will receive consideration for employment without regard to race, marital status or civil union status, sex, age, color, religion, national origin, veteran status, mental or physical disability, sexual orientation, gender identity and / or any other characteristic protected by law. We also provide reasonable accommodations to applicants and employees with disabilities.