Customer Service Manager
17 hours ago
Minneapolis
Job Description Objective: This role is responsible for ensuring Shippers Supply delivers industry-leading service to our customers and sales professionals by leading the Customer Service team and driving efficiency and improvements in processes to increase customer satisfaction and sustainable profitability. Position is hybrid and will be approximately 80% in the office and 20% remote after training period, depending on department needs. Key Responsibilities: • Develop and execute a comprehensive customer service strategy focused on customer satisfaction, loyalty, and operational excellence., • Provide proactive communication and problem solving to our customers and communicate effectively with employees, management and other team members., • Develop and implement processes and procedures pertinent to an effective and efficient customer journey, with efficient and balanced internal workload of the department., • Responsible for employee relations including work direction of employees, hiring, training, performance reviews, administering policies and procedures, disciplinary action, and compensation recommendations., • Oversee all customer service channels (phone, email, etc.), ensuring consistent, high-quality interactions that reflect company values., • Champion the voice of the customer by collecting and analyzing feedback to identify trends, pain points, and opportunities for innovation and service enhancements., • Monitor and improve customer satisfaction surveys, customer effort metrics, and drive implementation of improvements that enhance the overall customer experience., • Manage departmental KPIs (CSAT, NPS, FCR, etc.) to evaluate performance, provide insights to executive leadership, and guide data-driven decisions., • Responsible for timely and effective escalation and resolution of complex or sensitive customer and sales issues with professionalism and speed., • Responsible for department budget and cost reduction activities., • Remain up to date regarding trends and conditions of the business environment and industry trends, including Voice of the Customer efforts, • Continually look for ways to improve processes and systems to make them more efficient and effective., • Responsible for working safely and providing a safe work environment for employees., • Comply with all company policies and procedures and continually improve process and systems to make them more efficient and effective., • All other duties as assigned. Knowledge, Skills and Abilities: • Bachelor’s degree or equivalent business experience preferred., • A minimum of 7-10 years of customer service and/or sales support experience required., • Experience in distribution/warehouse/manufacturing preferred., • Experience in growth business environments preferred., • 5+ years in a supervisory position is required (including goal setting, metric tracking, and employee management to include coaching and development of people.), • Must have demonstrated experience leading a team to successful, accountable results., • Intermediate-level computer skills are required (Microsoft Word, Excel, Outlook, ERP, CRM)., • Advanced interpersonal skills with the ability to effectively communicate, negotiate, and demonstrate conflict resolution skills., • Advanced problem-solving ability: Anticipating, analyzing, diagnosing, and resolving, delighting every one of our customers (internal and external.), • Must demonstrate flexibility and willingness to adapt to change., • Project Management skills preferred., • Customer-obsessed with a passion for exceeding expectations., • Strategic thinker who balances vision with execution., • Data-driven analytical skills are required., • Must be results-oriented and process-minded., • Collaborative leader who inspires and guides others to achieve shared goals. COMPETENCIES • Customer-Centric Mindset: Acts with the customer in mind, strives to exceed expectations. Process Improvement: Continuously seeks efficiency, scalability, and smarter workflows. Decision Quality: Makes good decisions, based upon a mixture of analysis, wisdom, experience and judgement; most decisions when judged over time are correct and accurate., • Cross-Functional Collaboration: Builds productive relationships across departments. Interpersonal skills: Relates well to all kinds of people - up, down and sideways in the organization as well as external to the organization; builds rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably., • Negotiation skills: Can negotiation skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust quickly., • Able to manage competing priorities and foster accountability. Agility and Change Leadership: Embraces innovation and adapts to evolving needs., • Problem Solving: uses rigorous logic and methods to solve difficult problems with effective solutions., • Prioritization and multi-tasking skills; Priority Setting: quickly zero in on what is important, eliminate roadblocks, create focus., • Command Skills: able to take unpopular stands, if necessary, encourages direct and tough debate but isn't afraid to decide and move forward, is looked to for direction in a crisis, faces adversity head-on, enjoys leading., • Integrity and Trust: is widely trusted, seen as direct, truthful and can present the truth in an appropriate and helpful manner, keeps confidences, admits mistakes, does not misrepresent self for personal gain. Work Environment • Required to sit much of the day interfacing with phones, computers, and other office equipment in a normal office environment as well as remote home office., • Occasional lifting of up to 20 lbs. (samples, product, small tools, etc.), • Please see complete Job Analysis form for all physical and cognitive requirements., • See complete Job Analysis for details. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Background checks and drug tests required (we do not test for cannabis). Salary Transparency The pay range for this position is $85,000-$105,000 per year. In addition, this role is eligible for an incentive bonus based on individual and company performance. Please note that the higher end of the pay range is reserved for candidates with extensive experience and qualifications that exceed the requirements of the role. Most new hires typically start at the beginning of the pay range, with opportunities for growth and increases based on performance and tenure. Shippers Supply, Inc. offers a comprehensive benefits package, including medical, dental, and vision insurance, healthy savings account (HSA), a 401(k) with company match, paid time off (PTO), Volunteer Time Off (VTO), company-paid life insurance and Long-Term Disability (LTD), and other wellness programs.