Customer Service Manager

Location: Saco, ME

Department: Customer Service

Reports to: President

General Summary:

Customer Service Manager (CSM) is focused on every aspect of ensuring customer satisfaction as well as overseeing the Customer Service Representatives.  The ideal candidate will be an expert in fostering positive customer relationships, resolving customer complaints and concerns, and creating a collaborative team environment.

Essential Job Functions:

– Supervise day-to-day operations in the Customer Service Department.
– Oversee Customer Service team and assure customer needs are met in a timely fashion.
– Interacting with customers on a daily basis, responding to inquiries and guiding them to the appropriate service or person.
– Follow Customer Service problem through to resolution.
– Delegating administrative tasks to Customer Service team.
– Maintain accurate records and document all customer service activities and discussions.
– Select, mentor and develop Customer Service Representatives and nurture and environment where they can excel through encouragement and empowerment.
– Maintain and prioritize workflow of Customer Service Department.
– Adhere to the safety policies of Yale Cordage, Inc.

Minimum Qualifications:

– Proven experience as a Customer Service Manager.
– Proficient in ERP and Microsoft Office.
– Strong client-facing and communication skills.

Supervisory Responsibility:

Responsible to oversee Customer Service Department

Working Conditions/Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts.  The noise level in the work environment may be loud.

Yale Cordage, Inc. reserves the right to change or revise duties and responsibilities as the need arises. This document is not a written or implied contract of employment.

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required.

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.