Customer Service Operations Manager

CORE RESPONSIBILITIES AND TASKS

* Manage, supervise, and lead the Customer Service personnel.

* Manage incoming phone calls and emails

* Manage customer inquiries by ensuring team is providing accurate information regarding products and product applications and process orders accordingly

* Manage Custom Order Entry Process

o Assist customers by determining needs and presenting appropriate products and services

o Establish and maintain accurate customer work order files and formulas.

o Record information on appropriate forms for proper completion of orders and requests

* Manage sales transactions through POS

o Ensure sales transactions are completed accurately

o Operate the POS for all types of transactions

o Ensure merchandise has been processed through POS or recorded on manual POST form prior to merchandise leaving the Facility

* Ensure customers' quality and service expectations are met

* Achieve facility sales budget

* Achieve operating profit goals

* Achieve on-time delivery goals

* Achieve or exceed controllable contribution goals

* Generate productivity improvements

* Maintain a safe work environment

* Assist in developing and implementing facility market plan based on market conditions, facility mission and

* financial/budget objectives.

* Assist in conducting periodic market research studies to assist in developing marketing plans and strategies for

* the facility to include:

o Profiling key competition in the market

o Visit competition.

o Conduct competitive product testing and comparisons to S-W and identify strengths and weaknesses of competitors versus Sherwin-Williams.

* Ensure customers are serviced appropriately to meet their expectations.

* Support sales rep selling activities.

* Assist in handling customer complaints within region guidelines.

* Ensure all transactions are handled properly through the store computer operating system.

* Assist in maintaining store computer operating system and troubleshoot system as necessary.

* Ensure all customer orders are accurately prepared and records maintained.

* Partner with the Logistics team to ensure orders are delivered to customers in a timely manner.

* Assist in conducting physical inventory in a timely and accurate manner.

* Ensure that the facility is properly equipped and maintained to support the marketing plan.

* Ensure safety, loss prevention and security practices are followed according to policy and correct or report non-compliance.

* Perform/direct processing of daily batch paperwork.

* Ensure policies and procedures for handling hazardous material are implemented appropriately and reported promptly as required.

* Ensure Customer Service employees are meeting performance expectations. Address any issues with performance in a timely manner.

POSITION REQUIREMENTS

FORMAL EDUCATION:

Required:

• Minimum high school education or GED

Preferred:

• Bachelor's Degree in a business-related field

KNOWLEDGE & EXPERIENCE:

Required:

• Must have three (3) years of experience in customer service or equivalent.

Preferred:

• Prior experience in managing and training.

TECHNICAL/SKILL REQUIREMENTS:

Required:

• Proficient in Microsoft Office Suite

TRAVEL REQUIREMENTS: (TIME SPENT AWAY FROM HOME OR OTHER TYPICAL OFFICE LOCATION)

* 0%

WORK SCHEDULE:

* Monday through Friday, 40 hours per week

This position is not eligible for sponsorship for work authorization now or in the future, including conversion to H1-B visa.