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The Customer Service Manager is responsible for leading a Customer Service team and ensuring consistent, efficient, and high-quality experience for both internal and external customers. This role oversees day-to-day department operations, establishes performance expectations, coaches and develops team members, and identifies opportunities to improve customer service processes, workflows, and overall departmental effectiveness.

The Customer Service Manager works closely with Operations, Accounting, Sales, IT, Marketing, and other business partners to address customer needs, support organizational priorities, and promote consistency across the company. The role also uses Epicor Prophet 21 (P21) and other business systems to monitor performance, standardize processes, and provide meaningful reporting and insights.

This position is accountable for the overall performance of the Customer Service function, including team leadership, service quality, process improvement, issue resolution, and alignment with company goals and policies.

Job Responsibilities:

• Partners with the management team to develop and align customer service department policies and systems with the company's objectives and provide excellent customer experience.
• Leads, coaches, and develops Customer Service Supervisors and team members to support strong performance, accountability, and employee growth.
• Establishes individual and team performance expectations, goals, and service standards aligned with company priorities. Supports workforce planning, staffing decisions, employee selection, and onboarding for the Customer Service department.
• Assists with ongoing CSR training and development, structuring training agendas for Customer Service Team members.
• Monitor customer service metrics and implement corrective actions as needed, directly or through the Customer Service Supervisor.
• Analyze service trends and recommend corrective actions to improve overall customer experience.
• Provides regular feedback, conducts performance evaluations, recognizes strong performance, and addresses performance or conduct concerns in a timely and consistent manner.
• Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.
• Assists Customer Service Supervisors and Representatives in troubleshooting orders that require special handling.
• Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Valin process knowledge and strong skills in negotiating and selling.
• Maintains in-depth working knowledge of Valin's systems and processes.
• Ensure effective utilization of customer service technologies.
• Establish performance goals and conduct regular performance evaluations.
• Performs other related duties as assigned.

Education and Qualifications

• Bachelor's degree in management, Economics, Marketing, Business, or a related field, or an equivalent combination of education and relevant work experience
• Minimum 3 years experience with Customer Service Strategies, Policies and Customer Service Policy Development and Employee management
• Knowledge of basic industrial distribution principles and practices
• High-energy, proactive self-starter with drive, initiative and analytical skills
• Ability to design and implement solutions for processes that are not always evident
• Strong collaboration and communication skills to work with other areas of the organization to improve corporate performance
• Must be multi-tasking, detail oriented, flexible, and a collaborative team player
• Proficiency in Microsoft Office Suite and experience using Epicor P21, Microsoft Dynamics, and RingCentral

Physical Capabilities and Requirements:

• Must be able to sit or stand at a workstation while using a computer and standard office equipment for extended periods of time.
• Must be able to lift up to 15 pounds at times.
• Must be able to travel up to 25% of the time to company locations or offsite events. Travel may include overnight stays.

Compensation Details: The expected starting rate of pay for this position is $80,000 annually, depending on experience.

Why should you join Valin Corporation?

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