Customer Service Manager - Detecto

The Detecto Customer Service Manager (CSM) is a business management professional who supervises, and is responsible for, the daily business operations the DETECTO healthcare, foodservice, and international export, inside sales operations. The CSM provides leadership and guidance to the customer service team who assist all internal and external customers using excellent, in-depth knowledge of company products and programs.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Supervise the daily business operations of the DETECTO customer service department.

· Interact with customers in a friendly and professional manner and handle customer enquiries and complaints in a timely manner that provides world-class service.

· Answer escalated questions and concerns from customer service staff on how to respond to customers.

· Manage and communicate return authorization and delivery issues and then follow up to ensure resolution.

· Work closely with freight forwarders for international shipping expediting deliveries.

· Intercede on special requests from customers that go beyond the scope of customer service reps.

· Set goals and expectations for customer service reps and help them reach those goals by developing skills training and ongoing job coaching.

· Write detailed work instructions about various department functions for new customer service rep training and then provide that one-on-one training for new hires.

· Keep customer service team informed of new procedures, business developments, and product updates.

· Customer support for DETECTO dealers and end-users by phone, e-mail, and live chat.

· Coordinate communication between the company’s production planning, engineering, sales, shipping, and technical support departments to the customer concerning new and potential orders.

· Detailed order and quote entry into Cardinal Scale’s ERP system.

· Lead distribution to DETECTO domestic and international sales managers.

· Inside sales function to explain product selections available to customers, suggesting related and new items.

· Update job knowledge by studying new product descriptions, participating in educational opportunities, and reading brochures, manuals, and technical documentation.

· Propose topics, initiate –and at-times lead— training for Customer Service group staff.

· Provide technical explanations and features to customers about product connectivity and usage.

· Reports to Vice-President of Marketing & Customer Support.

Competencies

· Customer Focused

· Teamwork Oriented

· Technical Capacity

· Communication Proficiency

· Organizational Skills

· Detail Oriented

Supervisory Responsibility
This position has supervisory responsibilities.

Required Education and Experience

1. Associate’s or bachelor’s degree in Business, Technology, Communication or Electronics or equivalent experience in related field.

2. Three years of experience in customer service management or technical support via, phone, email, and fax.

Preferred Education and Experience
Bachelor’s degree is preferred, with three years of working experience managing a customer service group or operations.
International export experience and/or French fluency is beneficial.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Webb City, MO 64870: Reliably commute or willing to relocate with an employer-provided relocation package (Required)

Experience:

• managing customer service: 3 years (Required)

Work Location: One location

Salary : $39,400 - $49,900