Customer Service Manager IV (Exempt)


Date: 2011

Job Title: Customer Service Manager  

Department: Customer Service

Reports To: President                  

Position Summary: The Customer Service Manager is required to lead a major business unit and will assist in establishing a strategic plan for the department.  Additionally, this associate is required to perform various administrative and reporting functions.

Minimum Qualifications and Requirements:

  • For new hires, must meet all employment qualifications in force at time of hiring, including successful passing of all pre-employment examinations and background checks.
  • For current associates, must have received satisfactory or higher reviews during last performance review.
  • High school diploma or equivalent.
  • One to three years of related experience, including one to three years of prior progressively responsible supervisory experience.
  • Must sign all required co-worker agreements.
  • Ability to interact with people in various positions within the company.

General Duties and Responsibilites
(This is a representative list of the general duties and is not intended to be all-inclusive.)

  • Participate in the strategic planning process for the organization and the department.
  • Decision making regarding company’s business involving customers, associates and operational issues.
  • Interview job applicants, complying with all company hiring policies.
  • Plan, organize and direct the activities of customer service associates.
  • Establish performance standards and objectives to evaluate the efficiency and productivity of assigned associates.
  • On-going performance management of customer service associates. Provide continuous training, coaching, goal setting and skill development.
  • Conduct regularly scheduled performance appraisals.
  • Address disciplinary issues and administer appropriate disciplinary actions, up to and including termination of employment, making sure to follow company guidelines.
  • Ensure that work produced by associates is in accordance with company standards (i.e. special shipping instructions, core identification labeling, etc.).
  • Maintain accurate reporting on monthly in-business and other metrics.
  • Manage stocking levels of Make and Hold inventory. Investigate variances in inventory counts and assist in development of corrective/preventive actions to eliminate recurrence.
  • Respond to Corrective Action Reviews in a timely manner, identifying root causes and implementing effective Corrective and/or Preventive Action measures.
  • Perform administrative duties including data entry, scheduling, reports, tracking, inventory control, etc.
  • Monitor and comply with all quality control procedures and SOPs.
  • Ensure safety requirements (per OSHA regulations) are met.
  • Comply with and enforce company’s established policies and procedures.
  • Meet deadlines in completing work assignments.
  • All other duties necessary to satisfy the ever changing demands of the customer as well as sustaining profit and positive cash flow.
  • All other duties, as assigned by supervisor.

Minimum Attributes Required to Perform the Essential Functions of the Position

  • Eyesight sufficient to read, write, and operate equipment essential to this position.
  • Hearing sufficient to communicate with customers, vendors, and associates and in the work environment, which often has high background noise.
  • Ability, on a consistent basis, to perform work activities requiring cooperation, instruction, and/or speaking with others.
  • Ability, on a consistent basis, to maintain attention and concentration for extended periods of time.
  • Ability to work with minimal supervision.
  • Behave in accordance with rules set forth in the Associate Handbook.

Published on Tuesday, March 22, 2016 (updated 03/22/2016)