Customer Service Operations Manager

The Customer Service Operations Manager plays a key role in guiding Facility team members in everyday Service and Operations. This position drives business growth and ensures customer satisfaction by delivering value and speed of service via coaching, development, and streamlining operational processes. The role will also provide support and continuous improvement to Production, Quality, and the Logistics department(s) to achieve Facility goals.

Additional Information

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.

• Manage, supervise, and lead the Customer Service personnel.
• Manage incoming phone calls and emails
• Manage customer inquiries by ensuring team is providing accurate information regarding products and product applications and process orders accordingly
• Manage Custom Order Entry Process
  o Assist customers by determining needs and presenting appropriate products and services
  o Establish and maintain accurate customer work order files and formulas.
  o Record information on appropriate forms for proper completion of orders and requests
• Manage sales transactions through POS
  o Ensure sales transactions are completed accurately
  o Operate the POS for all types of transactions
  o Ensure merchandise has been processed through POS or recorded on manual POST form prior to merchandise leaving the Facility
• Ensure customers' quality and service expectations are met
• Achieve facility sales budget
• Achieve operating profit goals
• Achieve on-time delivery goals
• Achieve or exceed controllable contribution goals
• Generate productivity improvements
• Maintain a safe work environment
• Assist in developing and implementing facility market plan based on market conditions, facility mission and financial/budget objectives.
• Assist in conducting periodic market research studies to assist in developing marketing plans and strategies for the facility to include:
  o Profiling key competition in the market
  o Visit competition.
  o Conduct competitive product testing and comparisons to S-W and identify strengths and weaknesses of competitors versus Sherwin-Williams.
• Ensure customers are serviced appropriately to meet their expectations.
• Support sales rep selling activities.
• Assist in handling customer complaints within region guidelines.
• Ensure all transactions are handled properly through the store computer operating system.
• Assist in maintaining store computer operating system and troubleshoot system as necessary.
• Ensure all customer orders are accurately prepared and records maintained.
• Partner with the Logistics team to ensure orders are delivered to customers in a timely manner
• Assist in conducting physical inventory in a timely and accurate manner.
• Ensure that the facility is properly equipped and maintained to support the marketing plan.
• Ensure safety, loss prevention and security practices are followed according to policy and correct or report non-compliance.
• Perform/direct processing of daily batch paperwork.
• Ensure policies and procedures for handling hazardous material are implemented appropriately and reported promptly as required.
• Ensure Customer Service employees are meeting performance expectations. Address any issues with performance in a timely manner.

Minimum Requirements:

• Must be at least eighteen (18) years of age
• Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future (e.g., OPT, CPT, H1B, EB-1,etc.)
• Must have High School Diploma or GED
• Must have at least three (3) years of experience in retail, sales or customer service
• Must have at least one (1) year of experience using Microsoft Office products (e.g. Word, Excel, PowerPoint, Teams and/or Outlook

Preferred Qualification:

• Have a Bachelor's Degree or higher in a business, finance or accounting
• Have at least three (3) year of experience in leadership role(s), supervising others, or leading teams
• Have prior work experience conducting training and/or developing training materials