International Wholesale Tile · 2 hours ago
Customer Service Manager
Palm City, FL
Full-time
Onsite
Mid, Senior Level
$60K/yr - $65K/yr
4+ years expInternational Wholesale Tile, LLC is seeking a Customer Service Manager (CSM) to oversee the Customer Service Team's direction and objectives. The CSM will maintain positive relationships within the company, implement strategic planning to achieve customer service goals, and manage department productivity and performance.
Building Material
Responsibilities
Overseeing the direction, objectives, goals, and workflow effectiveness of the Customer Service Team
Maintaining positive relationships with all company employees to foster a cooperative and unified work environment
Implementing IWT – Tesoro’s mission and using strategic planning to achieve customer service goals
Making decisions that impact department productivity and performance, with a focus on cost-effective measures
Effectively communicating the reasoning behind decisions and delegating tasks to Customer Service Representatives (CSRs) as necessary
Determining resource allocation for the Customer Service Team to ensure the achievement of goals
Lead by example
Maintain a positive mindset
Ability to collaborate to establish goals and execute strategic initiatives
Coach and mentor employees while following company guidelines in the employee handbook
Work with the human resources department to review resumes, interview, and hire employees
Build and maintain positive working relationships
Set expectations for the team and hold individuals accountable
Maintain employee engagement for retention
Maintain documentation and confidentiality
Take prompt corrective action or suggest a course of action that may be taken to achieve favorable resolutions in the department
Provide feedback and communicate concerns and/or the department’s goals
Supervise the Customer Service Team consisting of ten (10) employees
Train new and existing employees
Maintain knowledge on products, policies, and procedures
Ensure department coverage for early departures and absences
Promptly acknowledge emails
Assist with entering orders, answering calls, QA, and other CSR tasks as needed
Monitor orders inbox, price adjustment, builder orders, and customer service group emails
Professionally manage escalated concerns effectively and follow up as needed
Analyze call volume, order entry time stamps, and other metrics to determine productivity
Monitor customer service representatives’ calls
Foster relationships and build trust with customers and vendor accounts
Review quality and quantity of staff’s work and identify if further training is needed
Assure the CSRs have all relevant information and tools to manage customer inquiries promptly
Demonstrate excellent time management, meet deadlines, and balance workload appropriately
Review and monitor employee schedules, timecards, time off
Create Excel spreadsheets/tabs to track data and provide details for analysis
Collaborate with the management team to ensure efficiency is met for all departments
Evaluate Career Development Plan/development for each CSR
Schedule and Conduct Meetings
Maintaining documentation for each CSR for one-on-one meetings and reviews
Create and update department SOPs
Communicate any process and procedure updates
Performs other duties and responsibilities as directed by others in a position of authority
Qualification
Required
High school diploma or equivalent required
Minimum of 4 years of experience within customer service or related field preferred
Minimum of 4 years of managerial and leadership experience is preferred
Strategic thinking
Demonstrates our Core Values: reliability, care, and accountability
Excellent professional communication skills – both verbal and written
Positive interpersonal skills and friendly customer service orientation
Excellent listening skills
Strong analytical, problem-solving and math skills
Strong Attention to detail, organizational skills, and ability to multitask
Excellent time management skills with the ability to meet deadlines
Demonstrates adaptability and initiative
Ability to oversee/manage, motivate, and respond to a diverse group of individuals effectively
Result-oriented – must be able to measure the success of the team and ensure they are aligned with meeting IWT's goals
Thrives in a fast-paced environment, remains calm in high-stress situations, and can perform well under pressure
Demonstrates management and leadership qualities
Able to instill confidence in others
Able to lead with confidence and assurance
Accurate data entry and typing skills
Proficient with Microsoft programs, such as Excel, Word, and Outlook
Experience with reporting
Lead by example
Maintain a positive mindset
Ability to collaborate to establish goals and execute strategic initiatives
Coach and mentor employees while following company guidelines in the employee handbook
Work with the human resources department to review resumes, interview, and hire employees
Build and maintain positive working relationships
Set expectations for the team and hold individuals accountable
Maintain employee engagement for retention
Maintain documentation and confidentiality
Take prompt corrective action or suggest a course of action that may be taken to achieve favorable resolutions in the department
Provide feedback and communicate concerns and/or the department's goals
Supervise the Customer Service Team consisting of ten (10) employees
Train new and existing employees
Maintain knowledge on products, policies, and procedures
Ensure department coverage for early departures and absences
Promptly acknowledge emails
Assist with entering orders, answering calls, QA, and other CSR tasks as needed
Monitor orders inbox, price adjustment, builder orders, and customer service group emails
Professionally manage escalated concerns effectively and follow up as needed
Analyze call volume, order entry time stamps, and other metrics to determine productivity
Monitor customer service representatives' calls
Foster relationships and build trust with customers and vendor accounts
Review quality and quantity of staff's work and identify if further training is needed
Assure the CSRs have all relevant information and tools to manage customer inquiries promptly
Demonstrate excellent time management, meet deadlines, and balance workload appropriately
Ability to adjust schedule as needed to meet department's needs
Review and monitor employee schedules, timecards, time off
Create Excel spreadsheets/tabs to track data and provide details for analysis
Collaborate with the management team to ensure efficiency is met for all departments
Evaluate Career Development Plan/development for each CSR
Schedule and Conduct Meetings
Maintaining documentation for each CSR for one-on-one meetings and reviews
Create and update department SOPs
Communicate any process and procedure updates
Performs other duties and responsibilities as directed by others in a position of authority
Preferred
Minimum of 4 years of experience within customer service or related field preferred
Minimum of 4 years of managerial and leadership experience is preferred
Benefits
Paid Time Off
Health Benefits (Medical, Dental, Vision, Life)
401K with specifically defined company match
Bonus potential (not guaranteed)
Company
International Wholesale Tile
IWT-Tesoro is a provider of premium ''GREEN'' ceramic, porcelain, natural stone, pool tile and a wide variety of decorative glass.
51-200 employees
Funding
Current Stage
Growth StageRecent News
Company data provided by crunchbase