Customer Service Manager

Job Title: Customer Service Manager

Location: Huntersville, North Carolina

Job Type: Full-time

Company: NSI Industries

About Us

Since 1975, NSI has been dedicated to empowering distributors and their customers in the electrical industry. Today, we extend this dedication across multiple industries, tirelessly striving to uphold our reputation for unparalleled service, agile problem-solving, and a steadfast commitment to pioneering new ideas. This relentless pursuit benefits not only our customers but also our company and our employees.

Job Description

The Customer Service Manager is responsible for leading the Customer Service and Technical Support Team in delivering transactional efficiency, technical support and innovative product solutions while ensuring compliance with company processes and procedures. This is a senior level management role that will execute the long term customer service strategy by directing a dynamic team that is focused on delivering an exceptional customer experience.

Essential Duties And Responsibilities

• Support both internal and external clients by aiding in transactional resolution, responding to inquiries, and facilitating communication regarding orders, documentation, or freight policies.
• Create, generate, and maintain reports in support of customer service processes.
• Act as the first escalation point for the CSR team, assisting with issue resolution and de-escalation of situations.
• Encourage team dialogue through organized and regular team meetings.
• Handle incoming requests from customers via phone and email, ensuring prompt, thorough, and professional resolution of issues.
• Responsible for weekly timesheet approvals.
• Prepare and conduct individual mid-year and year-end performance appraisals.
• Provide customer sales order support, including review for accuracy, manual system entry, acknowledgments to the customer, back-order follow-up, and maintenance of supporting documentation & correspondence in the shared drive.
• Drive daily sales order inventory allocation review with the customer service team.
• Collaborate with the inventory planning team to resolve issues and optimize customer order fulfillment.
• Maintain a balance between company policy and customer benefit in decision-making; handle issues in the best interest of both the customer and the company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience and promote internal efficiencies.
• Support and back-up other customer service team members as needed.
• Manage teams at multiple locations
• Some travel is required (10% – 15%) to support the remote/off-site employees
• Other departmental duties as assigned by a supervisor
  
  

Minimum Qualifications:

• Bachelor’s Degree required.
• 7 to 10 years of experience in customer service or sales.
• Minimum 10 years of experience in people leadership/supervisory roles.
  
  

Preferred Qualifications:

• Experience managing customer service teams in industries with complex, non scripted customer transactions
• Experience with NetSuite or similar ERP systems
  
  

Knowledge, Skills & Abilities:

• Demonstrated customer obsession resulting in the ability to meet and exceed consumer needs.
• Advanced Excel skills; Proficient in other Microsoft Office applications.
• Excellent active listening skills and interest in understanding the motivations of others to drive improvement.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work effectively within a team environment; strong interpersonal skills.
• Successfully navigates through ambiguity and change.
• Ability to adapt to and quickly learn new systems and processes.
• Excellent time management skills, detail-oriented, and able to prioritize.
• Solid business acumen.
  
  

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NSI Industries maintains a drug-free workplace and requires all employees to complete and pass a pre-employment drug screen and background check.

NSI Industries is proud to be an EEO employer M/F/D/V.

NSI Industries is an equal opportunity employer and, as such, affirms in policy and practice its commitment to recruit, hire, train, and promote, in all job classifications, without regard to race, color, creed, religion, sex, gender, age, national origin, marital status, sexual orientation, gender identity, gender expression, citizenship, eligible veteran status, disability, or any other status protected by law.

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