Job Description
Job DescriptionDescription:
Primary Purpose:
As a Customer Service Manager, you'll act as an inspirational leader for our customer service representatives located in the following states: Northern CA, OR, WA, ID, & HI. You'll assist in developing and maintaining performance standards, measurements, and corrective actions all geared towards accomplishing company goals and objectives. As a Customer Service Manager, you'll also conduct initial and ongoing training of your team while holding the group accountable to departmental KPIs. You'll frequently collaborate with leadership and implement ways to increase quality and overall compliance with company policies. This role reports directly to the Regional Director of the Pacific Region. The ideal location for this position would be the greater Sacramento area, but candidates located in Northern CA, Portland, OR, or Kent, WA will also be considered.
Specific Duties and Responsibilities:
- Lead, mentor, and manage a team of Customer Service Representatives (CSRs) to deliver exceptional front line sales support and customer care.
- Oversee day to day order entry, issue resolution, and communication processes to ensure accuracy, efficiency, and high customer satisfaction
- Act as the escalation point for complex customer issues, working cross functionally with sales, operations, & procurement
- Respond to customer service issues in a timely manner.
- Drive continuous improvement in service quality by refining processes, enhancing D365 system use, and promoting a customer first culture.
- Collaborate with Sales Management to align on customer needs, priorities, and service strategies.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Maintain accurate records and document all customer service activities and discussions.
- Assess service statistics and prepare detailed reports on your findings.
- Hire and train new customer service representatives.
- Manage an approved budget.
- Stay informed on the latest industry techniques and methods.
- Champion a positive team environment that fosters accountability, ownership, and professional growth.
Requirements:
Requirements:
Education:
- Bachelors Degree in Business Administration, Communications, or a related field (or equivalent work experience)
Experience:
- 3-5+ years in customer service or sales support roles
- 2+ years experience in a supervisory or management capacity
- Strong leadership and team management skills
- High attention to detail with excellent organizational and time management skills
- Strong problem solving and conflict resolution abilities
- Excellent verbal and written communication skills
- Experience working in B2B or Distribution a plus
- Experience in pest control a plus
- Familiarity with Microsoft D365 and Power BI a plus
Why Veseris
Veseris's mission is to deliver positive impact by connecting professionals to the products, expertise, and digital tools they need to grow their business and exceed their expectations. We aim to be "The Preferred Choice" by customers, suppliers, and employees by providing reliable distribution and services in pest control, turf, public health, and vegetation management. We strive to protect and enrich the environments where people live, work, and play. We put people first, guide customers forward, and empower mutual success. We offer competitive compensation + performance based bonuses. Full benefits package including health, dental, vision, and 401k with company match and more!
Physical Demands/Environmental Conditions: Office Environment
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.