Entry Level Customer Service Manager Jobs in Worcester, MA

Position Overview

Supervises all functions of service department personnel and activities. Responsible for delivering prompt,

courteous and professional service to customers.

Essential Job Functions (include the following. Other duties may be assigned.)

Supervise service personnel, promote teamwork and manage an efficient workplace.

Conduct weekly meetings with service personnel.

Quote product and service prices to customers as needed.

Receive and schedule all service and/or repairs and dispatch road service calls in a professional manner.

Maintain a daily log of all call activity. Save daily log for 6 months. Call customers back upon completion of road call. Obtain PO’s.

Generate computer work orders. Review service work orders for complete information such as required customer information, repairs, mounts, new tires, valves, tolls and hours of service before giving to office. Work orders must be ready for billing within 24 hours of the service. Compare the prior night’s work order(s) to the answering service log. Ensure that all work orders are accounted for.

Ensure that all products leave with proper paperwork. Communicate and record any attempts by an employee who violates company policy/procedures.

With the assistance of the Branch Manager, schedule service personnel for 40 hour work weeks plus the night time duty roster.

Ensure that requested mounts, flats and balances are done in time for delivery.

Ensure that new hires are not exposed to any potential danger without having had the proper training.

Inspect and maintain cleanliness and organization of service department, service vehicles and equipment. Ensure that VMR’s are complete and turned in to office once a week.

Ensure that service personnel are in company approved attire.

Ensure that ALL air gauges are checked weekly.

Maintain minimum levels of service supplies.

Meet with Department/Branch Managers to ensure coordination of service activities with activities of other departments such as production, sales, warehouse and office.

Responsible for scheduling maintenance and repair of service vehicles and equipment.

Participate in planning personnel safety and plant protection activities. Enforce use of safety equipment. You are responsible for the safety of the personnel at your location.

Reprimand and record all activity regarding personnel who violate company policies. Obtain guidance from Branch Manager.

Use computer to check inventory, generate service work orders and to check retread status.

Ensure that Outside Service calls are completed within 2 hours of customer contact.

As needed, perform any service personnel’s job duties to ensure prompt services to our customers.

Daily work hours may be extended based on business needs, which could include weekends.

Supervisory responsibilities: Directly supervise 2-15 employees. Carries out supervisory responsibilities in accordance with STTC’s policies and applicable laws. Responsibilities include interviewing and training employees; scheduling, performing and directing service work; addressing complaints and resolving problems; appraising performance; rewarding and disciplining employees. Reporting vacation days, PTO days and excessive absenteeism and tardiness to Branch Manager.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The

requirements listed below are representative of the knowledge, skill, and/or ability required.

Requirements:

• Education and/or experience: 1 year or more related work experience and/or training.
• Language skills: Ability to read and interpret documents such as safety rules, invoices, packing lists, bills of lading, tire tags, computer work orders, operating and maintenance instructions, and procedure manuals. Ability to write legibly and to speak effectively before customers and employees of STTC.
• Good interpersonal skills.
• Basic mathematical skills.
• Ability to apply common sense understanding to carry out instructions furnished in writing, oral or diagram form.
• Computer skills: Ability to use computer; training will be provided as needed.
• Certificates, Licenses, Registrations: Valid driver’s license and clean driving record.
• Equipment: Capable of operating lift gates, service truck, service tools, air compressors, hydraulic jacks, air guns, air gauges, mounting and balancing machines, computer and office equipment.
• Dress code: Pants and shirts are provided by Service Tire Truck Centers at a reasonable cost per company policy.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, walk, reach with hands and arms, and talk or hear. The employee is occasionally required to sit and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision and depth perception.

Work environment: while performing the duties of this job, the employee is frequently exposed to hot and/or cold warehouse conditions and occasionally exposed to all weather conditions due to dock exposure. The noise level in the work environment is usually moderate.

Competency

• Problem Solving
• Customer Service
• Interpersonal Skills
• Oral Communication
• Written Communication
• Teamwork
• Managing People
• Organizational Support
• Quality
• Quantity
• Safety and Security
• Attendance / Punctuality
• Initiative
• 
  

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NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as

negotiated to meet the ongoing needs of the organization.