Customer Service Manager (CSM)/Service Manager

About us

American Polylite, Inc. makes advanced optical lenses for eyewear from across the country. We were founded 13 years ago as "Solidar Express Coatings" and have grown into a full-service advanced "laboratory" servicing hundreds of clients daily. While we have grown, we still maintain a close family environment and a culture of personal growth and satisfaction. We know for us to succeed as a company, our people must have the opportunity to succeed. We are not satisfied with being good, we want to be great; great companies are made from great people.

Our work environment includes:

• Office/lab/manufacturing setting
• Donuts every other Friday, because why not?
• Ability to learn new things
• Company-provided meals on occasion (some holidays, sometimes just because)
• Opportunity for growth
• Stability

Job Info

Job Title: Services Manager (Salaried)

Employer: American Polylite, Inc.

Department: Services

Reports To: Operations Manager

Duties and Responsibilities

• Make and take customer calls to provide assistance and support
• Analyze customer needs and provide appropriate solutions
• Handle customer inquiries and resolve issues in a timely and professional manner
• Maintain accurate and detailed records of customer interactions
• Collaborate with team members to ensure customer satisfaction
• Working and moving the “Old” jobs and “Promised” jobs list by printing the list, finding the trays, and making them a priority
• Ensure service department is well staffed and coverage is appropriate for all tasks.
• Ensure daily plans are in place and communication is well spoken and given to every member of the department
• Communication includes but is not limited to: department problems, solutions, corrections and issues affecting outside departments
• Maintain professional and courteous relationships with all company vendors
• Ensure communication is open and transparent regarding vendor issues
• Oversee special projects given by the Operations Manager
• Responsible for facilitating employee issues from an objective and data driven standpoint
• Problems, issues, and complaints need to be viewed from an unemotional perspective
• Employee differentials done every three months
• Must attend bi-weekly manager meetings.
• Set aside time daily to update Operation’s Manager on status of the service department
• Ensure you are working the Service Manager’s checklist
• You may be required to assist fellow salaried members of management in the production and oversight of their departments
• Ensure safety concerns are brought to the Operation’s Manager’s attention quickly

Requirements and Qualifications

• Experience is a plus, but not necessary
• Excellent verbal and written communication skills

(Speaks clearly and persuasively in positive or negative situations, Listens and gets clarification, Responds well to questions, Demonstrates group presentation skills, Participates in meetings. Writes clearly and informatively, Edits work for spelling and grammar, Varies writing style to meet needs, Presents numerical data effectively, Able to read and interpret written information.)

• Strong problem-solving abilities

(Identifies and resolves problems in a timely manner, Gathers and analyzes information skillfully, Develops alternative solutions, Works well in group problem solving situations, Uses reason even when dealing with emotional topics.)

• Ability to work well with others and assist in other areas as needed

(Balances team and individual responsibilities, Exhibits objectivity and openness to others' views, Gives and welcomes feedback, Contributes to building a positive team spirit, Puts success of team above own interests, Able to build morale and group commitments to goals and objectives, Supports everyone's efforts to succeed.)

• Attention to detail and ability to multitask
• Standing, walking, and carrying light loads 30( ) lbs
• Proactive
• Customer-focused
• Passionate for providing exceptional service
• Commitment to excellence and high standards
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities and workflow by tray color
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to understand and follow written and verbal instructions
• Strong interpersonal skills

(Focuses on solving conflict, not blaming, Maintains confidentiality, Listens to others without interrupting, Keeps emotions under control, Remains open to others' ideas and tries new things.)

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Continually required to stand
• Continually required to walk
• Continually required to utilize hand and finger dexterity
• Continually has to work around loud noises
• Ability to write and communicate clearly
• Frequently has to bend to reach lower holding optical trays
• Frequently has to speak and hear clearly
• Frequently has to organize, lift and move trays from one location to another
• Steady handling of optical lenses for extended periods of time
• Be able to lift up to 30( ) pounds

Job Type: Full-time

Pay: $42,000.00 - $52,000.00 per year

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Largo, FL 33773: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Optical: 2 years (Required)
• Customer service: 3 years (Required)

Work Location: In person

Salary : $42,000 - $52,000