Customer Service Manager

Riegel Linen has been making Worry-Free Textiles since 1838. Our name is synonymous with quality in the Hospitality, Healthcare, and Linen Rental markets.

The Riegel logo is on the hangtag of all of the tablecloths, sheets, terry, surgical towels, and infant bedding we produce for the textile rental, healthcare, retail and hospitality markets. Our name is synonymous with quality, and we are known throughout all the industries that we serve for making great products at a fair price that can thrive in commercial laundering and retail settings, thus giving customers a great return on investment.

The Customer Service Manager is responsible for leading and overseeing the Customer Service function of the company. This position will supervise the entire Customer Service department while working closely with Manufacturing, Sales, Merchandising and Planning to ensure order accuracy and proper inventory.

Supervisory Responsibilities

• Recruits, interviews, hires, and trains new staff in the Customer Service department.
• Oversees the daily workflow of the Customer Service department.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.

Responsibilities of our Customer Service Manager include but are not limited to

• Oversees the daily functions and responsibilities of the customer service representatives and claims.
• Drafts, implements and executes policies and procedures to facilitate a quality customer service experience.
• Establishes performance metrics for customer service representatives.
• Establishes service levels and requirements for the department.
• Develops and implements methods to record, assess and analyze customer feedback.
• Develops and implements training and quality assurance programs for new hires and experienced employees.
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Acts as a liaison between the customer service department and other divisions in the company.
• Drafts and implements the department’s budget.
• Reviews orders and finalizes deliveries to the customer, ensuring accuracy.
• Works closely with Manufacturing, Sales, Merchandising and Planning to ensure the company is prepared to produce and ship all orders on time.
• Responsible for estimating billings each period and providing management updates on billings at the end of the month.
• Works with all Customer Service Representatives to ensure the company is using the best delivery and most cost-efficient warehouse to ship products to the consumer.
• Performs other duties as assigned.

Required Skills/Abilities:

• Superior change and conflict management skills.
• Ability to establish relationships and build trust throughout the organization.
• Strong organizational skills and ability to manage time effectively.
• Excellent verbal and written communication skills.
• Ability to motivate employees while identifying and developing talent.
  
  Superior judgment and decision-making skills.
• Ability to identify and solve complex problems.
• Strong knowledge of Microsoft Office Suite, general understanding and experience with systems.

Education and Experience:

• Bachelor’s degree in Business Administration preferred.
• 3-5 of progressive Customer Service Management experience.
• Experience supervising other Customer Service employees.
• Proficient with Microsoft Office Suite or related software.
• Proficiency with or the ability to quickly learn the organization systems.

Physical Demands and Working Environment:

While performing the duties of this job, the employee is regularly required to talk, write, speak or hear. This position will work in an office environment. Working conditions are indoors in environmentally controlled conditions. Must be able to remain in a stationary position for up to 75% of the time. The employee must occasionally lift and/or move up to 15 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualified applicants please submit your cover letter, salary requirements and resume.

Riegel Linen is proud to be an EEO Employer.