Customer Service Manager

Description

Job Location

Our headquarters is in Perrysburg, Ohio. This is a remote position, however, we require someone to live within an acceptable driving distance to our headquarters for meeting and events. Only candidates in Ohio, Southern Michigan, and Northeast Indiana will be considered.

The Company

TFS Global, an OnPoint Company, is the nation’s largest provider of brand-independent facilities, fleet, and asset management services for companies in the manufacturing, distribution, healthcare, hospitality, and numerous other industries. OnPoint Group is a fast-paced and ever-changing company and has been awarded the Best Managed Companies Award by Deloitte and WSJ for three years running, as well as having been named to the Inc. 5000 Fastest Growing Companies list for eight consecutive years! We believe in challenging the status quo and finding a better way for our customers, which is how we have grown into the company we are today.

As the leading subject matter experts in mission critical capital assets specific to the warehousing and distribution of goods, TFS is a key supply chain partner for the customers we serve. Through our nationwide, broadly linked network of affiliates and owned service centers, TFS delivers a full spectrum of products & services to more than 16,000 customer locations throughout North America.

The deep industry knowledge within the OnPoint Group network allows us to save customers time and money with a wide range of unique options that can’t be found elsewhere. We provide access to superior maintenance programs tailored to individual customer needs, faster systems and equipment repairs, fully outsourced fleet management, and options for highly reconditioned, certified, and warrantied used equipment. TFS, along with OnPoint Capital, is a leading provider of comprehensive, full life-cycle fleet management for material handling industries. Based in Perrysburg, OH, TFS provides a broad range of single-source, brand independent solutions to streamline warehousing and materials management operations.

Job Summary

The Customer Service Managers (CSM) are expected to provide exceptional customer experiences. They do not operate in a call center setting. Each CSM is assigned specific accounts and customers, but as with all team environments they could be called upon to assist others when needed. The CSM works in SalesForce on a daily basis and maintains accurate customer data and fees. The CSM manages the onboarding of new customers from introduction to billing. The CSM is responsible for approving work orders that will be billed and looking for cost savings. They create, analyze and distribute reports for their accounts. In this role the CSM fosters relationships with customer contacts, helps them to source rental equipment when needed, answers questions and advocates on their behalf. The CSM resolves issues for customers and vendors and escalates when needed. They are the primary contact for all customer communication, whether written or verbal.

This role interfaces frequently with Account Executives, Data Entry and Finance teams as well as the executive leadership team. Externally they interact with vendors and customers.

Resource Profile
The Customer Service Manager (CSM) is an individual contributor role. The role requires the ability to consistently demonstrate communication skills, both written and verbal. They must be patient and exercise empathy. They are organized and able to work largely self-directed but know when to ask their lead and managers for assistance. A successful CSM must be able to manage multiple tasks and execute especially within time sensitive windows. They are the point person of their assigned accounts. They are expected to take calls outside of standard business hours. Attention to detail, proficient with material handling equipment and specifications which can be learned, ability to coordinate several projects simultaneously and being patient under pressure are critical to the success of this role.

Primary Responsibilities

• Be the face of TFS to the customer.
• Onboard new customers from initiation to project close.
• Successfully resolve customer, vendor issues.
• Manage customer and vendor relationships.
• Escalate issues or potential issues to Management and/or sales teams.
• Create, analyze and distribute reports.
• Review work orders and other charges for accuracy, find cost savings and approve charges.
• Source equipment from vendors as needed within requested timeframes.
• Foster positive business relationships intra and inter team as well as with customers.
• Input and review data for accuracy in the system, make changes as needed.
• Work on Special projects as needed.
• Meet approval and reporting deadlines.
• Assist and coach teammates.
• Other duties as assigned.

*Travel is not expected in this role

Requirements

• While collegiate training not needed, it is highly preferred.
• Experience in asset tracking/control, inventory management, fleet management or relevant is helpful. Minimum of 3 years experience is preferred.
• Proficient in Excel and Word is expected.
• Proficient in Salesforce preferred.
• Must be able to work remotely largely self-directed but not afraid to ask questions.
• Ability to multi-task, prioritize, and manage time effectively.
• Well-organized and high degree of attention to detail.
• Someone who is curious and appreciates a varied environment.
• A team player with high level of dedication and customer focus.
• Knowledge of material handling equipment and specifications highly preferred.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit or stand up to 8 hours; use hands in repeating motions that may include the wrists, hands and/or fingers to type, maneuver, handle, or feel; and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds in all directions. Specific vision abilities required by this job include close vision and ability to adjust focus.

Remote Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is performed primarily in the environment dictated by your home, with co-workers working remotely and communicating electronically. While performing the duties of this job, the employee is regularly required to sit or stand up to 8 hours; use hands in repeating motions that may include the wrists, hands and/or fingers to type, maneuver, handle, or feel; and talk or hear.

TFS Global and OnPoint Group considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other legally protected status.