Customer Service Manager

We are looking for a proven leader to join our team as a Customer Service Manager.  The successful candidate for this role will be a strong communicator with a proven ability to build and motivate a successful team.  They will create a working environment that engages their team to perform at the highest level.  They will have a command of the company’s policies, processes and products along with strong analytical skills that enable them to effectively solve problems encountered by our customers.  They will ensure that our customers are consistently provided the highest level of service possible. 

Responsibilities include:

• Manage the day-to-day operations of the Customer Service department


• Maintain effective customer relationships, both internal and external


• Handle complex customer complaints or inquiries that require a higher level of support or escalation


• Establish & document policies & procedures to ensure the highest level of service to the customer base


• Implement training and development programs to maximize staff performance


• Monitor department & staff performance against KPI’s and address issues


• Ensure the team adheres to legal and ethical standards when dealing with customers


• Manage department staff including hiring, termination, evaluations, promotion recommendations, etc. 


• Align department activities with corporate & sales organization objectives to ensure the success of strategic initiatives


• Establish an environment of continuous improvement to ensure processes and procedures are routinely challenged and improved

Requirements include:

• 5+ years of Customer Service experience demonstrating strong leadership, problem-solving, and analytical skills


• Able to think fast, find answers, and respond quickly to customer issues, all with a polite and professional voice and manner


• Able to multitask, prioritize & manage time efficiently


• Proven ability to motivate a team and deal effectively with performance issues


• Excellent verbal and written communication skills


• Undergraduate degree in a relevant field of study


• Experience with ERP systems, Infor LX preferred


• Proficiency with Microsoft Office applications

Department hours are 8:00 am – 6:30 pm, Monday-Friday.  Occasional shift rotations & holidays may be necessary to cover entire department.

We offer an excellent compensation/benefits package. To inquire, please visit our Career Center at https://formicacareers.silkroad.com/.

An Equal Opportunity/Affirmative Action Employer, M/F/D/V.

Only qualified individuals (those who meet the fundamental qualifications) will be considered as applicants for this position. Applications will be accepted for a minimum of 3 days from the date of the initial posting.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

See job description