Job Description
Job Description
Neu Tool & Supply is focused on creating an unmatched buying experience for our customers internally and externally. We strive daily to provide outstanding customer service which sets Neu Tool apart when our customers are making their buying decisions.
The Customer Service Manager works with both Neu Tool & Supply and ProTool (a division of Neu Tool). This provides an opportunity to gain exposure to business-to-business sales, e-commerce sales, and retail sales all in one role. It provides an opportunity to oversee the business and work strategically to grow the organization.
Customer Service:
- Work directly with customers, process orders, handle customer transactions, and resolve concerns.
- Direct the initiatives of our retail customer experience center, selling products to the public and customers.
- Oversee the customer service team to ensure high standards of service and support.
Resource Management:
- Manage the allocation of resources to meet service demands.
- Ensure adequate staffing levels and optimize workforce scheduling.
- Manage budgets related to customer service operations.
Team Leadership:
- Recruit, train, and mentor customer service representatives.
- Set and achieve performance goals and conduct regular performance evaluations.
Strategy Development:
- Create and execute a scalable growth plan for ProTool, a company focused on retail sales and tool repair.
- Merchandising the showroom, e-commerce sales initiatives, and managing the repair capacity.
- Develop and implement customer service strategies to enhance customer satisfaction.
- Create customer service feedback mechanisms to gauge where service standards are and identify areas of improvement.
Requirements:
- Bachelor's degree in business administration, management, or a related field (preferred).
- Experience working in a retail establishment with exposure to merchandising.
- Proven experience in customer service or related roles.
- Background working with automotive parts a plus.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Analytical thinking and problem-solving skills.
- Ability to work in a fast-paced environment and handle pressure.
- Dedication to customer satisfaction and service excellence.