Full Time Service Manager Jobs in Lemoore, CA (NOW HIRING)

Job Title: Customer Service Manager

Classification: Salaried-Exempt

Reports To: Director of Customer Service

Department: Customer Service

The Visalia Customer Service Manager will plan, co-ordinate and lead the activities of the customer service team to retain and enhance customer relationships. He or she will work closely with Sales and Operation Managers to create a customer centric environment that drives customer satisfaction and supports business growth objectives. The Visalia Customer Service Manager is responsible for providing support to all customers within the region and will be based in the Visala, CA Pregis location.

• Set the tone for customer service team’s culture, with emphasis on Safety, Quality, Profitability, and Customer-Focus.
• Recruit, mentor and develop customer service team members by creating an environment where they can excel through encouragement and empowerment
• Drive team to meet Key Performance Indicator targets. Review existing company report and develop reports as needed to drive and track team performance.
• Co-ordinate and manage customer service projects and initiatives
• Ensure AOP budget spend requirements are met
• Participate in monthly Visalia Business Team meetings and drive company business initiatives related to Customer Service
• Plan, prioritize and delegate tasks according to top priorities

• Drive a culture of safety within the customer service team and champion all Pregis safety initiatives
• Ensure a safe environment for customers visiting the plant

• Manage/review/track customer complaints and ensure they are resolved in a timely manner
• Participate in and lead kaizen events related to customer service and quality issues; drive corrective actions

• Identify and implement strategies to improve quality of service, productivity and profitability. Adopt and share best practices with other Customer Service managers.

• Develop, Implement and maintain service procedures, policies and standards
• Review and maintain accurate customer records and documents
• Handle complex and escalated customer service issues to ensure timely resolution and effective communication with customers
• Visit customers as needed to maintain existing business and support business growth
• Act as in-house contact for Visalia Sales Managers, RTU Specialists, Systems Specialists, and Account Managers to foster effective teamwork with Customer Service
• Liaise with company management to support and implement growth strategies
• Collaborate with production and shipping teams to balance customer demand against capacity and supply; ensure decisions are made with the customers’ best interest in mind
• Other duties as assigned

Competency (Knowledge, skills, and abilities)

• Ability to think strategically and lead large service center (6 or more CSR’s).
• Advanced multitasking and trouble shooting skills
• Excellent knowledge of customer service principles and practices
• Solid experience with customer service software, database and CRM tools.
• Excellent computer skills including MS Office; ability to manage and analyze large data sets and build customer trend models in MS Excel.

• Mainly office setting
• The position environment may vary and require a combination of outside work and inside work
• Based on the plant and time of the year, there could be varying degrees of high heat and cold weather
• Moderate humidity levels
• Moderate noise levels

• Required to stand, walk and sit; talk and hear, both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms
• Regularly required to stoop, kneel, bend, crouch and lift up to 25 pounds