Job Summary:

The Customer & Sales Support Manager is responsible for the overall management of the customer support department which includes developing and improving operational goals of the departments, and staffing, training, and develop0ment of staff.  The position supervises up to 3 staff members.

Essential Functions:

·         Manages a team of assigned customer support representatives and ensures they comply with company guidelines particularly related to quality of service.

·         Monitors, audits orders, and reviews calls or other correspondence between representatives and customers.

·         Ensures that representatives are informed about changes to company products and services.

·         Prepares reports summarizing the assigned customer service team’s performance.

·         Prepares knowledge-based documents such as summaries, instructions, and responses to frequently asked questions.

·         Identifies opportunities to update or improve customer service procedures and makes recommendations to the HR Manager or other appropriate staff.

·         Acts as liaison between the Sales and Customer Service Department and other divisions in the Company.

·         Manage and handle sales team emails and requests, including quotes, research, inquiries, etc.

·         Assist as necessary in all areas within the department including customer calls, orders, filing, etc.

·         Communicate with customers as needed for shipping errors, order errors, damaged freight, etc.

·         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.

·         Provide daily and/or weekly sales updates to sales staff as requested.

·         Manage Color Is program requests, large chips, special color requests and color cards.  Communicating with Duha to monitor delivery and resolve issues related to order.  Assist Marketing Department, providing inventory control over color cards and Marketing Materials.

·         Coordinates, assists, and/or manages sales & marketing related responsibilities as needed, including:

o   Bulk mailings.

o   Custom embroidery work shirt orders for staff.

o   Donation basket requests.

o   Trade shows and golf outings planning both locally and nationwide to include travel, dinners, venue search, coordinating with marketing for production of all signage and collateral material to ensure on-time deadlines.

o   Ordering flower/gift requests for dealer celebrations, special events, death, etc.

o   Coordinate shipping of new salesman merchandise and work-related materials.

·         Assists Human Resources with events including food vendors, party planning, awards, and plague orders.

Supervisory Responsibilities:

This position manages all employees within the Customer Support department and is responsible for the hiring process and the performance management within the department.

Required Skills/Abilities:

·         Excellent management and supervisory skills.

·         Excellent verbal and written communication skills.

·         Extensive knowledge of customer service procedures and principles.

·         Organized with attention to detail.

·         Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.

·         Ability to coach and mentor customer support representatives.

·         Proficient in Microsoft Office Suite or related software. 

Education and Experience:

·         Associates degree preferred.

·         At least three years of customer service experience required.

·         Previous experience in a supervisory role preferred.

Physical Requirements:

·         Prolonged periods sitting at a desk and working on a computer.

·         Must be able to lift up to 15 pounds at times.

Work Environment:

This job operates in a professional office environment.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Computer Skills:

This job requires mid-level knowledge of Microsoft Excel; Microsoft Word; Outlook; and must have the ability to easily learn proprietary software as needed.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to stand; walk; squat; use hands to finger, handle or feel; and reach with hands and arms.

Position Type and Expected Hours of Work:

This is a full-time exempt position, and hours of work and days are Monday through Friday, 7:00 a.m. to 4:00 p.m.  (Work hours can vary depending on department demands.)

Travel:

Some travel based on trade show activity.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.