Job Description
Customer Service Manager
La Palma, CA | Multi Sales
Job Type: Direct Hire; Exempt
Employee Benefits
- 90% of base plan Medical, Dental, Vision
- Group Life Insurance covered by Employer
- Safe Harbor 401(k) with profit-sharing
- 10-11 paid holidays
- Generous time-off policy
- Opportunities for growth and upward mobility
Company Summary
Since 1959 Multi Sales Inc. has become a premier wholesale distributor of door and gate automation products. We currently have locations in California and Oregon and are looking for someone interested in joining a stable, fast-growing company and who is passionate about succeeding and generating growth. Every day we continue to value the same traditions since 1959 of high integrity, vast product knowledge, and strong partnerships with our customers and vendors.
Customer Service Manager Job Summary:
The Customer Service Manager is a customer-centric and product-centric role, responsible for providing leadership and support to the team while partnering with internal departments to provide fast, seamless product support & service. Successful candidates will have previous experience working in the manufacturing, wholesale, and/or distribution environments, focusing on providing a customer-centric experience by anticipating customer needs and exceeding them with the highest level of satisfaction.
The position is held at the corporate office in La Palma, CA, and reports to the President. We are a business casual environment with competitive compensation packages and benefits. This is an exciting opportunity for an experienced professional looking to grow in their career and be a part of a thriving, multistate company!
Customer Service Manager Responsibilities:
- Provide leadership, direction, and support to the Customer Service & Technical Support teams.
- Identifying and developing process improvements and support objectives to increase efficiency and productivity.
- Monitor and present weekly/ biweekly reporting on department KPIs, utilizing existing ticket tracking and phone system software, identifying areas of improvement to increase customer service quality and satisfaction.
- Promote organizational and departmental goals by providing continuous customer-centric service and support to external and internal customers.
- Provide teams with guidance and support in addressing difficult or complex problems and managing escalated complaints or disputes.
- Independently prioritize and execute proactive and reactive customer leadership touchpoints.
- Serve as a subject matter expert by keeping up with product trends, vendors, and services, analyzing gaps, and recommending solutions to the purchasing department.
- Provide customers with recommendations and solutions to inquiries by acquiring continual knowledge of company products, services, and operations.
- Build strong relationships by championing the customer experience through feedback and surveys.
- Partner cross-functionally to coordinate outbound controls, including shipping, will-call, and logistics, to ensure timely product delivery.
- Lead the organization’s e-commerce initiative by guiding customer purchase experience through early adoption efforts utilizing online product selection, support, and chat.
Qualifications
Minimum Requirements:
- Analytical, organizational, decision-making, problem-solving, and written and verbal communication skills required.
- Demonstrated commitment to customer satisfaction, including an appreciation for customer experience is required.
- Demonstrated ability to manage, grow and cultivate teams under your direction
- Demonstrated attention to detail, combined with the ability to not get lost in the details
- Experience utilizing reporting software for developing KPIs through metrics and analytics
- Experience working with ERP systems (Epicor Eclipse preferred)
- E-commerce experience preferred
- Experience with PC based systems/applications, web tools, and MS Office
Requirements:
- Bachelor’s degree and or equivalent in experience
- Minimum of 3 years of call center management experience
- Minimum 2 years experience in Industrial Wholesale distribution industry
- Valid driver’s license
- Must be authorized to work in the US (E-Verify Employer)
Branch Hours
7 AM - 4 PM; Monday through Friday