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Viking Group, Inc. · 14 hours ago

Customer Service Manager

Greater Phoenix Area

Full-time

Onsite

Senior Level

5+ years exp

Viking Group, Inc. is a company dedicated to building fire protection equipment that ensures safety and peace of mind. They are seeking a Customer Service Manager to oversee the customer service team, ensuring that representatives meet customer needs and effectively resolve issues.

3D PrintingManufacturingReal Estate

Comp. & Benefits

Responsibilities

Supervises customer service representatives within the branch while providing the tools to ensure the best service possible

Utilizes the company's training curriculum to define training expectations of the customer service representatives

Available to the CSRs, as the authority, to help solve the daily issues arising with customers and departments

Management such as; manages staff to support the overall performance of the branch's customer service department, which includes but is not limited to: hiring, wage determination, performance review and improvement, discipline, and dismissal

Provides example leadership in creating an environment that motivates and raises employee morale by portraying a service oriented philosophy in a business-like and professional manner

Reports abilities and or deficiencies in processes as they affect the level of service and profitability of the company

Performs functions required to gather and report information to the branch or regional operations manager, and others concerning the branch's level of customer service

Schedules CSR workloads, monitors time and accrual or hours worked, and determines overtime requirements based on the needs of the company. This includes approving all CSR vacations and leave of absences

Manages all open orders, quotes, returns, claims, pricing discrepancies, etc., until the issues have been resolved

Approves all credits, other than simple returns, to SupplyNet branches other than those which are being handled personally by the branch or operations manager

Manages all elements associated with establishing and maintaining contract pricing for customers

Communicates directly with customers, suppliers, and co-workers to help resolve issues when necessary

Performs other duties as assigned