Customer Service Manager

The Customer Service Manager is responsible for leading the daily customer service and inside sales support operations for CRTGs industrial plastics distribution business. This role ensures exceptional customer service while driving operational efficiency order accuracy and continuous improvement across all customer-facing Customer Service Manager leads a team responsible for order entry quotations customer communications pricing support and issue resolution. Working closely with outside sales branch operations procurement warehouse personnel and management this position ensures customers receive timely accurate and professional service while supporting company sales and profitability role combines leadership process management customer relationship management and operational execution to create a best-in-class customer ResponsibilitiesCustomer Service LeadershipLead coach and develop the Customer Service performance expectations service standards and departmental employee training performance evaluations and ongoing a culture focused on customer satisfaction accountability teamwork and continuous adequate staffing and workload balancing to meet customer Management & Customer SupportOversee daily order entry order maintenance and order processing customer orders are entered accurately released promptly and fulfilled according to customer order status and proactively resolve delivery inventory or pricing customers with product availability order tracking returns and technical high levels of customer communication throughout the order & Pricing AdministrationOversee quotation preparation and follow-up pricing accuracy and compliance with company pricing special pricing requests contract pricing and approval with sales representatives to provide timely and competitive quote turnaround times and conversion Relationship ManagementBuild strong relationships with customers through responsive and professional as the primary escalation point for customer service customer concerns involving order accuracy delivery product quality invoicing and corrective actions with sales warehouse purchasing and operations high customer satisfaction through proactive communication and ExcellenceDevelop and maintain standardized customer service processes and best opportunities to improve workflow efficiency order accuracy and customer response departmental metrics including:Order accuracyQuote turnaround timeOn-time order processingCustomer response timesCustomer satisfactionRecommend and implement continuous improvement -Functional CollaborationPartner closely with Outside Sales Representatives to support customer with purchasing inventory management warehouse and logistics teams to resolve supply chain with branch leadership to ensure consistent execution of customer service sales initiatives through effective communication and operational CRM & ReportingEnsure data accuracy within Microsoft Dynamics 365 Business Central Salesforce and related and maintain reports measuring customer service performance and operational trends related to order processing customer issues and service reporting to identify opportunities for operational & QualityEnsure compliance with company policies pricing procedures and quality accurate customer records and audit requirements and internal controls related to order safe and ethical business practices throughout the degree in Business Operations Management Supply Chain or related field preferred.5 years of experience in industrial distribution industrial plastics manufacturing or customer service management.3 years of leadership or supervisory understanding of industrial distribution processes including quoting order entry inventory and customer working with Microsoft Dynamics 365 Business Central Salesforce CRM Microsoft Office and reporting leadership communication organizational and problem-solving ability to manage multiple priorities in a fast-paced analytical and decision-making to delivering outstanding customer ExperienceIndustrial plastics or piping systems PVF fluid handling or process equipment service management within B2B industrial implementation or process improvement or continuous improvement CompetenciesCustomer FocusLeadership & Team DevelopmentCommunicationOperational ExcellenceProblem SolvingProcess ImprovementCollaborationAccountabilityTime ManagementDecision MakingAttention to DetailBusiness Acumen