Customer Service Manager-Commercial

Overview

COMMERCIAL CUSTOMER SERVICE MANAGER

The Opportunity

Stevens Equipment Supply, a member of Daikin Industries, is seeking a professional, skilled individual for our Commercial Customer Service Manager to join our team at our Phoenix, AZ branch. The Commercial Customer Service Manager is responsible for leading and overseeing the commercial customer service team. Ensure a high level of customer satisfaction by managing a team of customer service representatives and implementing effective strategies to improve customer interactions and resolve issues. Collaborate with various departments to enhance customer experience, streamline processes, and contribute to the overall growth of the organization. If you meet the qualifications listed below, then we invite you to apply for our open position by visiting our website at http://careers.daikincomfort.com and submit your resume.

About Our Company

Stevens Equipment Supply, a member of Daikin Industries, is a wholesale distributor of equipment, parts, and supplies to diverse industries including Residential and Light Commercial Heating & Air Conditioning, Hospitality and Refrigeration based in Eagan, Minnesota. We pride ourselves on “Delivering hassle-free, customer-first solutions” in the form of best-in-class equipment from top manufacturers including Daikin, Goodman/Amana, and many more. 

Why work with us?

>   Benefits are effective on day one for all full-time direct hires

>   Training programs are available to help guide team members and develop new skills

>   Growth Opportunities  - there are immense opportunities to grow your career

>   You will be part of a Global Company - our family brands are backed by Daikin Industries, Ltd. 

Responsibilities

May include:

• Lead, mentor, and manage a team of customer service representatives.
• Provide guidance, training, and performance evaluations to ensure the team meets or exceeds performance metrics.
• Maintain data base of commercial projects and track open projects.
• Quoting commercial project and working with the Territory Sales Manager and Director on pricing and product selection.
• Foster a positive and collaborative team culture that emphasizes excellent customer service.
• Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.
• Monitor customer interactions to ensure consistent service quality and adherence to company policies.
• Address escalated customer inquiries and complaints, ensuring timely resolution.
• Identify areas for improvement in customer service processes and workflows.
• Collaborate with other departments, such as sales, marketing, and product development, to implement improvements based on customer feedback.
• Analyze customer service metrics and trends to identify patterns and areas for improvement.
• Use data-driven insights to make informed decisions and adjustments to the customer service strategy.
• Develop training programs and materials for new and existing customer service representatives.
• Conduct regular training sessions to ensure the team is equipped with the necessary skills to handle customer inquiries effectively.
• Maintain clear and open communication with other departments to address customer needs and resolve issues efficiently.
• Collaborate with management to report on customer service performance and suggest improvements.Perform other tasks as assigned

Nature of Scope:

• Ensures work is aligned with the Director’s expectations, goals, and vision
• Accountable for implementation of policies, processes, and procedures for short-term results
• Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance from Senior Manager/Director
• Works on difficult to moderately complex issues and projects 
• Provides guidance and training to subordinates
• Has authority to hire, recommend pay, establish performance and recommend for termination
• Level of signing authority established by company policy/guidelines

Qualifications

Knowledge & Skills:

• Strong leadership, communication, and interpersonal skills.
• Understand of the Commercial HVAC business model
• Ductless and VRV/F knowledge
• Excellent problem solving and conflict resolution abilities.
• Data-driven mindset with the ability to analyze and interpret metrics.
• Proficiency in customer service software and tools.
• Ability to adapt to changing environments and priorities.

Experience:

• 5 years in customer service
• 3 years in HVAC business experience 

Education:

Associate’s or Bachelor’s degree in Business Management or related field experience.

Physical Requirements/Work Environment:

Must be able to perform essential responsibilities with or without reasonable accommodations.  Some travel may be required - up to 20%.  Work schedule may extend outside of standard business hours and days.

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.