About this role
The Customer Service Manager is responsible for leading the branch customer service team while supporting operational efficiency, team development, and a high level of customer satisfaction. This role drives performance through data analysis, coaching, strategic collaboration, and process improvement initiatives that support both customer service and sales operations.
Success in this role requires strong leadership, communication, analytical skills, and the ability to foster accountability and collaboration in a fast-paced environment.
Key Responsibilities:
- Analyze Power BI reports to monitor team performance, identify trends, and balance workload across the branch.
- Oversee new customer account setup processes to ensure qualification requirements and documentation standards are met.
- Lead and participate in bi-weekly meetings to share best practices, address operational challenges, and reinforce team accountability.
- Support recruiting efforts and participate in initiatives focused on attracting, developing, and retaining top talent.
- Conduct regular performance reviews and provide coaching, development, and performance feedback to team members.
- Travel with Outside Sales Representatives to strengthen communication between departments and improve the overall customer experience.
- Collaborate with Sales, Operations, and leadership teams to support service goals and operational alignment.
- Support continuous improvement efforts related to customer service processes, team performance, and customer satisfaction.
Qualifications
Qualifications:
- Bachelor’s degree in Business or a related field preferred, or equivalent professional experience.
- Two to three years of prior customer service supervisory experience in a wholesale environment.
- Proficiency in inventory management systems and Microsoft Office required.
Requirements:
- Satisfactory criminal history check
- Satisfactory motor vehicle report (MVR)
- Signed confidentiality agreement (completed during onboarding)