Customer Service Manager

WHO WE ARE

          We are a company where people matter. 

          We are family driven. 

          We are financially strong.

          And we are looking for problem-solvers to join our growing team.  

OPPORTUNITY

The primary purpose of this position is to lead our order fulfillment team at our corporate headquarters.  In this role, you will be responsible for ensuring service levels are met or exceeded, establishes efficient and balanced workflow that produces high levels of quality, monitors and measures metrics and implements standards and improvements to processes.

As Customer Service Manager, primary responsibilities include:

• Facilitate closure on “complicated” customer issues regarding order fulfillment and complaints; handle escalations as needed.
• Lead and develop office personnel using the “Servant Leadership” model along with daily communication and annual performance evaluations.
• Establish goals for direct reports and teams; set up templates to assist with delivery.
• Uphold existing policies and procedures that positively impact office performance and add new as needed.
• Support effective communication with all Hydrite departments, including sales, operations and corporate functions and build rapport with branch leaders/personnel.
• Review team analytics and revise as needed or implement additional reports to monitor and ensure team success.
• Monitor daily reports and/or notifications for short shipments, cancelled orders, missing order confirmations, resale restrictions, past due shipments, backorders and LTL tracking; seek process efficiencies and ensure timely feedback from reps as needed.
• Returnable container management for all locations. Develop and implement process for consistent review and collaboration with branches based on their needs.
• Assure monthly SOP updates are being made, trained and documented, for the branch as well as direct reports.
• Perform all duties outlined in relevant SOPs and all other duties to be assigned.
• Coach and develop team to ensure customer service excellence and a strong company culture.

REPORTING STRUCTURE

• This position reports to the Director of Customer Service.

EXPERIENCE AND EDUCATIONAL CRITERIA

• Bachelor’s degree or equivalent required.
• Minimum of 5 years work experience in customer service or related role with at least 3 years as a lead, supervisor or manager required.
• Strong motivational, leadership, and team building skills.
• Excellent analytical, communication, and organizational skills.
• Initiative – Engages in proactive behavior and ability to act with minimum direction
• Leadership Orientation – Actively seeks ways in which to act as a role model, guide, develop and mentor others.
• Strong computer skills and knowledge in, Word, Excel, Power Point, Preferred knowledge of Infor or similar ERP systems
• Must have strong verbal and written communication and interpersonal skills, along with the ability to read, write, and speak English.

BENEFITS

Benefits and perks include 401k and profit sharing, medical/dental/vision/life insurance, paid time off, tuition reimbursement, adoption assistance, legal services insurance, scholarship awards for children of employees, summer picnic, community giving events, free family wellness coaching including nutritionist and fitness coach.

WHY HYDRITE?  

Watch this Why Hydrite video to find out:  https://vimeo.com/201673899

WANT TO STAY CONNECTED?  FIND US ON SOCIAL MEDIA

• LinkedIn: linkedin.com/company/hydrite-chemical-co-
• Facebook: facebook.com/hydrite
• YouTube:https://www.youtube.com/watch?v=Bs_493NR8RI

Learn more about Hydrite on our website: www.hydrite.com/careers

Privacy Notice for California Residents: https://www.hydrite.com/Legal/Privacy-Notice-for-Employees.htm