Customer Service Manager

Company: LSI Industries Inc.
Location: Burlington
Posted on: February 5, 2020

Job Description:

DESCRIPTION: The Customer Service Manager provides an important role within the Customer Service and Sales department of Atlas Lighting Products. The Customer Service Manager is responsible for the daily transactions that take place in the Sales Organization. The Customer Service Manager acts as a liaison between internal departments in order to resolve customer and product issues in and fast and effective manner. Responsible for leading customer service agents. Trains, coaches and mentor's employees on how to deliver the best customer service possible.JOB DUTIES:Manage and lead Customer Service & Technical groupAssist CS department by providing leadership, making decisions, developing procedures and ensuring the department is staffed accordingly Orchestrate cross-functional collaboration and alignment on key business recommendations and decisions throughout the CS, S&OP cycleLead the development and execution of a best in class CS, S&OP process for the company which routinely collaborates with Sales, Marketing, Operations and FinanceMaintain and monitor Customer Call Reporter system in order to guarantee excellent customer service Track and handle errors, report into Director of Customer Service once a month for KPI monitoringDrive accountability and process improvement based on key performance metricsProvide support and respond accordingly to customer service overflow calls and emailsMaintain system data in ERP system and responsible for training all of the sales staff.Review pricing and availability on large quotes and correct any orders with price discrepancies Monitor sales and customer service to identify ways to improve their performance.------------------Help Implement and maintain policy and procedures handbook for the customer service * sales department------------------Cross train for fill in when sales is short staffed.------------------Other duties as requested or required to achieve company objective------------------ REQUIRED KNOWLEDGE, SKILLS & ABILITIES:--------------------2-5 years of experience in customer service OR a Bachelor's degree and 5 years' general work experience------------------Supervisory experience a plus------------------Excellent customer service, listening, time management, organizational and proven follow-up skills------------------Ability to prioritize and produce a high volume of work quickly, accurately and with a sense of urgency------------------Strong time management skills with ability to multi-task in a very fast-paced, high volume environment------------------Computer literacy with MS Office applications including Word, Excel, and Outlook------------------Professional/business maturity and solid work ethic------------------Flexible team-player that takes initiativeWORKING CONDITIONS:------------------General office environment, ability to sit for long periods of time in front of computer screen.

Keywords: LSI Industries Inc., Burlington , Customer Service Manager, Executive , Burlington, North Carolina