Customer Service Manager

Job Description

POSITION: Customer Service Manager

REPORTS TO: Customer Service Director

Plumbing Matters. We make it better.

Our innovative products, built on a tradition of excellence, serve markets across plumbing, heating, construction, and fluid technologies to make our customers’ lives easier, while sustainably delivering unrivalled returns. We are publicly traded on the Australian Stock Exchange (ASX) and headquartered in Atlanta, Georgia, USA with regional headquarters in Brisbane, Australia and London, UK. Our global family of brands are driven to make a lasting impact – we are better for our planet, better for our people, and better on our commitments. We operate in 45 facilities across 20 countries. We’re acquisitive and we’re laser-focused on growth.

Overview

The Customer Service Manager’s job is primarily to assess, address, and assist in the day-to-day functionality and effectiveness of this department. The manager will work closely with Customer Service, Sales, Accounting, and other departments as needed. This position is a hands-on role and the link to ensure that the necessary responsibilities of Customer Service and Sales Support are fully defined, understood, deployed and leveraged.

Principal Responsibilities

Serve as a day to day contact with other departments to ensure department functionality is consistent and effective

Respond promptly to field sales inquiries and escalations

Assist in the creation and execution of department process improvements

Manages a team of assigned service representatives and ensures they comply with company guidelines particularly related to quality of service

Monitor team activity and workflow

Recognize and assist in responding to training and disciplinary needs within the team as appropriate

Process Warranty and Courtesy payment requests as needed

Collects data and prepares reports on customer complaints and inquiries

Prepares monthly reports summarizing the assigned customer service team’s performance

Track team members KPI and report weekly/monthly on performance

Create and recognize opportunities for growth and development for customer service team members

Provide regular and meaningful feedback and direction throughout the year regarding individual performances within assigned team

Administer mid-year and yearly performance reviews for all assigned team members

Assist with additional monthly reporting as needed

Oversee and ensure ISO compliance through random internal audits and QMS document review

Ensure support of all RWC brands by taking part in meetings and training as appropriate

Administer new staff training on policies, processes, and relevant systems

Support team members and assist/provide back-up in those efforts as a part of the function of this role when staff is short, or as work volume requires

Travel as needed to provide training and support to team members in other corporate locations

Maintain other responsibilities as directed when department director is otherwise unavailable

Other duties as required

Essential Functions

Ability to work in a team environment as well as being a self-starter of improvement projects

Excellent management and supervisory skills.

Exceptional verbal and written communication skills

Exceptional troubleshooting skills

Extensive knowledge of customer service procedures and principles

Analytical, organized with attention to detail

Must be able to communicate effectively, both verbally and in writing

Must have the ability to work well within a business environment and the ability to multi-task

Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor

Ability to coach and mentor customer service representatives

Education, Knowledge, Skills and Expertise

Bachelor’s Degree preferred

At least three to five years of customer service experience required

Previous experience in a supervisory or management experience required

Must be proficient in Microsoft Office Programs including Word, Excel and Power Point

Experience in Business Management Software (i.e., SAP) is preferred but not required

Need to possess strong interpersonal skills and the ability to communicate effectively with internal and external business partners.

Must work efficiently, independently with accuracy, maintain confidential information, exercise sound judgment, and make accurate and timely decisions.

Have experience and the ability to multi-task and work independently in a fast paced environment and have strong analytical and problem solving skills.

Working Conditions

This position will be in an office environment

Physical Demands

Job requires both sitting and standing. Excellent vision, hearing and speech are required to perform essential functions of the job.

Benefits Include

Traditional and Roth 401k - with up to 4% company match

Health insurance

Dental insurance

Vision insurance

Employee assistance program

Flexible spending account

Life insurance

Paid time off

Tuition reimbursement

Employee Stock Share Plan

100% paid 10-week maternity leave

100% paid 2-week paternity leave