Customer Service Manager
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Job Location:
Germantown, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Department:
Job Summary
What does a cell phone in your pocket a spaceship and an electric vehicle have in common
Ellsworth Adhesives specs in materials in each of those products!
Ellsworth Corporation a global industry leading distributor of specialty chemicals and equipment and adhesive manufacturer currently has a Customer Service Manager opportunity. This role reports into Glue Dots International an Ellsworth Corporation company located in Germantown WI and is an on-site position working out of our Germantown facility.
Are you passionate about leading a team of customer support professionals Want to continue to grow your career This is an exciting time to be a part of Ellsworth come join our team!
Ellsworth Corporation is a family-run company that has had continuous growth for over 50 years. We are an industry-leading global distributor manufacturer and packager of adhesives used by cell phone medical device space/aerospace and electric vehicle industries!Click here to see our state-of-the-art facility and distribution center and learn more about our business and here to find out more about the industries we serve and here to learn about our consumer and manufacturing divisions.
You will driveteam coaching development effectiveness and accountability through performance management of Supervisors Account Specialists and/or Customer Service Representatives.
Responsibilities
- Manages team performance to ensure Service Level Agreements (SLAs) are being met (quotes orders Return Material Authorization (RMAS) expedites and order status requests).
- Proactively identifies and creates action plans for potential breakdowns in the customer experience and gets ahead of customer issues.
- Partners with Outside Sales to understand roadblocks and proactively drives continuous improvement initiatives forward.
- Demonstrates subject matter expertise (SME) in many topics and is expected to contribute to training material/initiatives/topics or conduct training in the department and handles complex customer escalations.
- Assists with quality monitoring orders and phone calls. Trouble-shoots opportunities that arise and provides solutions for continuous improvement.
- Monitors KPIs and implements countermeasures when off-course.
PERKS & BENEFITS
As an industry leader we offer a competitive wage bonus plan and a comprehensive benefit package which includes Health Prescription Dental Vision Life Disability Flexible Spending 401(k) Employee Assistance Paid Time Off and Holidays Wellness Program Social Events Community Involvement and much more!Click Here for a summary of Employee Benefits.
Qualifications
5 years of Customer Service experience.
- 2 years of Supervisory/Management experience
- Bachelors degree in Business Sales Marketing or other related area preferred
- Experience with business tools such as SharePoint MS Teams Windows Operating Systems intermediate Excel Skills preferred (VLOOKUP pivot tables and reporting tools) experience with Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) platforms such as Microsoft Dynamics preferred.
- Demonstrated history of building a team.
- Demonstrated experience in developing team members.
- Prior experience in chemical adhesives and/or shelf-life products and demonstrated technical aptitude preferred.
- Superior attention to detail as well as polished communication/interpersonal skills and strong organizational skills.
- Consistently demonstrates approachability with team members.
- Able to drive team engagement/motivate a team and maintain a positive attitude in a highly dynamic team and fast-paced environment with continuous challenges.
- Excellent track recorded of taking on new opportunities and tough challenges with a sense of urgency high energy and enthusiasm.
Occasional travel - up to 15%
#GDI #CustomerService #Leadership
Required Experience:
Manager
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Welcome to Ellsworth Adhesives online store. Distributor of adhesives, sealants, coatings, encapsulants, dispensing supplies & equipment, and much more!
