Customer Service Manager - PSG

Professional Search Group (PSG) is currently seeking a qualified Customer Service Manager on behalf of our esteemed client, a premier wholesale distributor of door and gate automation products located in La Palma, CA. As the Customer Service Manager, you will play a pivotal role in providing leadership, direction, and support to the Customer Service & Technical Support teams.

Responsibilities:

• Lead, direct, and support the Customer Service & Technical Support teams to ensure efficient and effective operations.
• Identify and develop process improvements to enhance efficiency and productivity, aligning with departmental objectives.
• Monitor and present weekly/biweekly reporting on departmental KPIs, utilizing ticket tracking and phone system software to identify areas for improvement and enhance customer service quality.
• Provide continuous customer-centric service and support to both external and internal customers, promoting organizational goals.
• Offer guidance and support to teams in addressing complex problems, managing escalated complaints or disputes.
• Prioritize and execute proactive and reactive customer leadership touchpoints independently.
• Stay abreast of product trends, vendors, and services to provide expert recommendations and solutions to the purchasing department.
• Champion the customer experience through feedback and surveys, building strong relationships.
• Coordinate outbound controls, including shipping, will-call, and logistics, to ensure timely product delivery.
• Lead the organization's e-commerce initiative by guiding the customer purchase experience through online product selection, support, and chat.

Preferred Qualifications:

• Strong analytical, organizational, decision-making, problem-solving, and communication skills.
• Demonstrated commitment to customer satisfaction and appreciation for the customer experience.
• Proven ability to manage, grow, and cultivate teams.
• Experience utilizing reporting software for developing KPIs and metrics.
• Familiarity with ERP systems, preferably Epicor Eclipse.
• E-commerce experience is advantageous.
• Proficiency with PC-based systems/applications, web tools, and MS Office.

Requirements:

• Bachelor's degree or equivalent experience.
• 3+ years of call center management experience.
• 2+ years of experience in the Industrial Wholesale distribution industry.
• Valid driver's license.
• Authorization to work in the US.

Join our client's dynamic team and contribute to their commitment to excellence in customer service and technical support. Apply now to be considered for this exciting opportunity!

Jonathan Sanchez

Sr. Staffing Manager

(562)378-0035

Jonathan.Sanchez@us-psg.com