Formica

Job Details

Description

We are looking for a proven leader to join our team as an Assistant 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:

• Assist with handling complex customer complaints and inquiries that require escalation support.
• Establish and document policies and procedures to ensure the highest level of service to the customer base.
• Implement training and development programs to maximize staff performance.
• Monitor department and staff performance against KPIs and address issues.
• Assist in ensuring the team adheres to legal and ethical standards when dealing with customers.
• Assist with aligning departmental activities with corporate sales and organization objectives to ensure the success of strategic initiatives.
• Work with Customer Service Manager to establish an environment of continuous improvement to ensure processes and procedures are routinely challenged and improved.
• Implement an order processing software and train customer service team.
• Establish and manage an ongoing department strategy that is aligned with company growth and initiatives.
• Compile and distribute monthly reports that monitor the performance of the department.
• Build cross functional relationships so we can stay informed on activity across the business and advocate for the customer
• Mentor team members as needed.

Requirements include:

• Undergraduate degree in a relevant field of study
• Bilingual in English & Spanish or French is a plus
• 2 - 3 years of management or supervisory experience demonstrating strong leadership, problem-solving, and analytical skills
• Proven ability to motivate a team and deal effectively with performance issues
• Ability to effectively and professionally communicate with both internal and external customers (verbal & written)
• 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

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.