Senior Customer Service Manager

Our heritage is driven by our commitment to the core values of People, Quality and Growth; our employees demonstrate, promote and exemplify our core values.

At C.H. Guenther and our subsidiaries we demonstrate high integrity, a commitment to excellence, and a positive attitude in all that we do. We are results driven, lead by example, communicate openly and honestly, value diversity and foster long-term relationships.

Manages the Customer Service function and the Customer Service team. Responsible for driving exceptional customer experiences through friendly, efficient, accurate service, and quick resolution of customer complaints and inquiries. The role serves as the connection between customers, Sales, Marketing, Distribution, Manufacturing, and Accounting. Provides daily direction and leadership to the customer service team.

Duties and Responsibilities:

• Drive the overall performance of the customer service function including service levels and customer satisfaction
• Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives
• Develop and implement procedures and processes that lead to a highly effective, consistent, and efficient Customer Service team

• Ensure all customer service representatives’ focus is on the customer through training, coaching, and service measurements
• Serve as an SAP subject matter expert for the order management process

• Set objectives and measurable performance standards to meet service goals and drives continuous improvement
• Deliver efficient throughput and accuracy for the order entry function
• For key customer accounts, may directly manage the customer service relationship, respond to inquiries, and problem solve
• Monitor staff productivity and performance quality using systematic reports. Establish challenging benchmarks and metrics, monitoring and communicating to appropriate internal stakeholders on an ongoing basis
• Drive employee engagement and foster a positive and productive culture through enthusiastic leadership
• Continually examine new and innovative ways to enhance the experience of customers and employees, including bringing ideas, benchmarks and expertise from outside the organization
• Maintain the highest standard of professional conduct and model high integrity and credibility as described in the company’s Core Values

Minimum Job Requirements:

Education/Certifications:

• Bachelor’s degree or equivalent education and experience required.

Experience:

• Must have a minimum of five years’ experience managing customer service or other front end business functions. Customer Service leadership experience with B2B organizations with strong relationship building and transaction processing experience in a lean manufacturing environment preferred.

Knowledge, Skills and Abilities:

• 5+ years of service management experience with proven leadership track record and verifiable history of managing successful, high performing teams.
• Proven professional customer service skills
• Ability to set strategy and follow through on tactical implementation and execution of initiatives
• Ability to adapt to changing environments and effectively manage change by providing hands on enthusiastic leadership
• Proven coaching skills that impact both front-line and supervisory leaders
• Ability to use data and analysis to drive decision making
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• A thought leader, with considerable innovative prowess
• Composure and strong critical thinking under fire
• Ability to work effectively with diverse groups of associates and customers ranging from entry level to executive level positions
• Proficient in Microsoft Word, Excel, and PowerPoint
• Proficient in SAP or other ERP systems
• Ability to manage multiple tasks, often with competing deadlines
• Ability to prioritize projects and clearly communicate direction internally and externally

Supervisory Responsibilities:

• Work requires supervising and monitoring work performance, including making final decisions on hiring and disciplinary actions, evaluating work objectives and effectiveness, and realigning work and staffing assignments, as needed
• Develops highly effective team lead/supervisory staff and ensures superlative hiring, development, and ongoing coaching and performance management of all staff
• Mentors team in troubleshooting orders that require special handling

Working Conditions and Physical Effort:

• Work involves moderate exposure to unusual elements, such as dirt, dust, fumes, extreme temperatures, humidity, darkness and/or noise.
• Work environment involves moderate exposure to physical risks, such as working around mechanical, chemical, fire and electrical hazards.
• Must have the ability to lift, carry, pull, push and reach in order to perform various functions. Must be able to communicate with associates as well as others by utilizing professional etiquette.
• Personal protective equipment, as defined by C.H. Guenther and Sons, will be provided.

Expectations:

• Will demonstrate, promote and exemplify the Company’s Core Values in People, Quality and Growth.

We offer extremely competitive compensation and benefit programs that include medical, dental and vision benefits, 401K savings plan, and more.