Customer Service Manager - McNaughton-McKay Electric Company of Ohio

McNaughton-McKay Electric Company

Customer Service Manager

Provides leadership and direction to the Customer Service teams within a region, with the goal being to maximize customer service levels, to deepen our relationships with our customers, and grow sales.  The Customer Service Manager looks for ways to gain process efficiencies and drive collaborative efforts with all departments.

Key Responsibilities Include:

• Leads and motivates a team of professional Customer Account Specialists, to provide best-in-class customer service, in order to grow market share in a competitive market.
• Assumes a leadership role in all product and procedure training for the Customer Service team.  This includes creating customized training plans for new hires to ensure a smooth onboarding process.
• Assists in establishing and tracking Quality Metrics, including annual goals and objectives, for the Customer Service team.
• Monitors resource utilization to balance workload distribution, to maximize overall team productivity.  Helps ensure we have the resources we need to support current and projected business levels, and advocates for additional resources when appropriate. 
• Investigates and resolves process problems, collaborating with the Sales, Warehouse, and Finance teams when necessary to implement solutions. 
• Honors and protects the culture of McNaughton McKay, by setting a positive example for the team and the branch, and holding everyone accountable to do the same.
• Helps to coach, mentor, and develop future Leaders and Supervisors.

Knowledge/Skills/Abilities to be successful include:

• Bachelor’s degree preferred; additional experience will be considered in lieu of education.
• At least five years’ industry experience with a minimum of two years in a leadership, supervisory or management position.
• Strong sales skills including negotiating, closing and consultative selling.
• Knowledge of products and manufacturers distributed by McNaughton-McKay.
• Excellent written and verbal communication skills.
• Proficiency with web-based applications, CRM software, and Microsoft Office applications.
• Ability to think creatively and implement new ideas.

Perks & Benefits:

Throughout our 110+ year history, McNaughton-McKay has grown through the dedication of our employees. We reflect that in our competitive compensation and benefits programs. Our Employee Stock Ownership Plan (ESOP) allows you to accumulate ownership interests in McNaughton-McKay and share in the rewards of our success. You’ll also benefit from the following:

• Medical, dental, and vision coverage
• Life insurance (including optional life and dependent life)
• Short- and long-term disability
• Educational assistance
• 401(k)
• Profit-sharing plan
• 10 paid holidays annually
• Vacation benefits

EEO/AA/M/F/Vet/Disability Employer

The above statements are intended to describe the essential functions and related requirements of people assigned to this job. They are not intended as an exhaustive list of all job duties, responsibilities, and requirements.