Customer Service Manager

POSITION SUMMARY

Manages and directs the daily activities of the Customer Service, Warehouse, Shop and VMI Fulfillment team(s). Make recommendations to improve productivity, quality, and efficient delivery of products and services; maintains compliance with company policies and procedures and implements plans to accomplish goals. Leads and directs the work of others and determines workflow and scheduling. Sorts out problems and priorities and is proactive with problem solving for both customers and employees. Ensures that all customers are assisted in a professional, courteous, reliable, honest, and responsive manner and that their customers' needs or complaints are dealt with in a timely manner.

ESSENTIAL FUNCTIONS

• Aids Regional Manager on achieving annual revenue, profit and staffing plans.

• Hires and maintains a productive staff.

• Supervise, mentor, and develop a team of Customer Service Representatives and other positions as directed by Regional Manager.

• Provide regular performance feedback, conduct evaluations, and implement performance improvement plans when necessary.

• Manage scheduling, workload distribution, and daily staffing needs to ensure adequate coverage.

• Foster a positive, collaborative, and customer-focused team culture.

• Manage all incoming customer inquiries via phone, email, and other communication channels to ensure timely and accurate customer service experience.

• Manage order entry, returns, and customer account updates for accuracy and compliance with company policies.

• Handle escalated customer issues professionally and efficiently.

• Ensure the team follows established procedures and meets departmental service standards.

• Identify opportunities to enhance customer service processes, tools, and workflows.

• Identifies resources needed and assigns individual responsibilities under the direction of Regional Manager or Director.

• Maintains a high level of organization, attention to detail and focus on excellence.

• Develop and implement improved procedures to increase efficiency and customer satisfaction by ensuring teams collaborate with Outside Sales team to work together to support the customer's needs.

• Track, analyze, and report on key metrics.

• Maintain knowledge of products, company policies, and system updates to ensure consistent and accurate information is provided to customers and CSR team(s).

• Create and deliver training programs for new hires and ongoing training for existing team members.

• Ensure team members are knowledgeable about products, services, and systems.

• Provide coaching to support employee growth and improve performance.

• Work closely with Sales, Operations, Accounting, and other departments to resolve issues and support seamless customer experiences.

• Communicate customer trends and feedback to leadership to support business improvements.

• Maintains adherence to ISO Quality and Environmental Management policies and procedures.

• Perform analytical functions assessing situations quickly to determine the most beneficial resolution to opportunities while maintaining focus and delivering results within agreed upon time frames.

POSITION QUALIFICATIONS - SKILLS AND ABILITIES

Experience should demonstrate proficiencies in the following areas:

• Fluid Power product knowledge with emphasis on Parker products.

• Demonstrate leadership skills.

• High level of integrity.

• Accept responsibility for his/her actions.

• Ability to properly convey ideas or concepts.

• Accept constructive criticism without becoming defensive.

• Demonstrated analytical skills from past projects and assignments.

• Ability to execute on business initiatives to achieve monthly and annual goals.

• Proper listening, oral and written skills and command of the English language.

• Able to interact with both company employees and outside people constructively and respectfully.

• Make daily decisions in support of our people, customers and supplier while working within company procedures.

• Highly organized.

• Microsoft Excel Intermediate Skills or greater

• Distribution ERP Intermediate Skills or greater

Education: Bachelor's Degree (four-year college or university) or equivalent industry experience.

Experience: Three years related experience minimum.

Founded in 1923, Applied Industrial Technologies (NYSE: AIT) is a leading value-added distributor and technical solutions provider of industrial motion, fluid power, flow control, automation technologies, and related maintenance supplies. Our leading brands, specialized services, and comprehensive knowledge serve MRO and OEM end users in virtually all industrial markets through our multi-channel capabilities that provide choice, convenience, and expertise.

Applied Industrial Technologies is built on a philosophy that puts people first. We are an equal opportunity employer, and we are committed to a workforce in which we enforce fair treatment and provide growth opportunities for everyone. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.