CUSTOMER SERVICE MANAGER

Empowering people who build the future.

Basic Function :

Manage and lead customer service team to help optimize fulfillment of orders and customer service satisfaction. The primary purpose of this job is managing the team, providing leadership and direction, and oversight of his / her respective product and area.

Primary Duties & Responsibilities :

Description of duty / responsibility

10%

Analyze and review reports on orders and customer service to help identify and prevent issues and opportunities to help lead the team.

20%

Manage and develop team members - coaching, training, mentoring, performance management, hiring, career and succession planning, etc.

15%

Managing, resolving and approving customer complaints- providing feedback to team members for development opportunities and increasing customer satisfaction.

40%

Provide proactive and reactive fulfillment management oversight to ensure product availability, balancing inventory with sales, identifying opportunities across the team / product line to optimize order fulfillment. This is accomplished through managing team members and his / her work. Make recommendations and work cross-functionally to elevate fulfillment issues for approval. Coordinates with S&OP, Sales, Production, etc.

15%

Participate and provide leadership in special projects related to customer service, sales, fulfillment and related areas.

Scope :

Manage a team of Customer Service Reps and Fulfillment analysts - at a product / group of customers level

Supervisory Responsibilities & Reporting Structure :

• Supervises who (level and number) : Fulfillment Analyst, CSR I & CSR II (size of team varies by product line but the likely range would be between 8 and 14 people)
• Reports to : Director

Qualifications and Educational requirement(s) :

Four year degree required and 5+ years of customer service, sales, order management or related experience required; previous people management experience strongly preferred

Skills include : Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing Information , Developing Standards, Developing team members, Order management

Metrics for success :

Gerdau believes in equal employment opportunity related to all employees and applicants for employment. It is the policy of Gerdau that there will be no discrimination against any employee or applicant for employment on the basis of race, religion, color, national origin, citizenship, marital status, sex, age, sexual orientation, genetic information, gender identity, veteran status, disability, or other legally protected status. All external applicants must be legally eligible to immediately work in the country of hire without current or future sponsorship.

If you are vision-impaired or have some other disability under the Americans with Disabilities Act / Accessible Canada Act or a similar law, and you wish to discuss potential accommodations related to applying for employment at Gerdau, please contact our Talent Acquisition Team at (866)-788-2798 or recruiting@gerdau.com

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