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Tower Products LLC · 1 day ago

Customer Service Manager

United States

Full-time

Hybrid

Mid Level

$65K/yr - $85K/yr

Tower Products LLC is a fast-growing chemical manufacturing company specializing in the technical pressroom chemical industry. The Customer Service Manager will lead a team of Customer Service Representatives to enhance customer service efficiency and ensure responsive service to customers, while also driving improvements in order processing and customer satisfaction metrics.

Chemical EngineeringPrinting

Responsibilities

Lead the customer service team day to day, including supervising their work, providing coaching on development areas, and conducting performance reviews

Remove barriers for the customer service team by making first-line decisions to resolve customer issues, escalate decisions to Vice President of Operations or other leaders when required

Coordinate export document preparation in accordance with established compliance procedures, including reviewing documentation prepared by the customer service team

Manage Tower Products’ Non-Conformance process to ensure documentation of significant issues, root causes, and steps taken to address them

Improve the efficiency of Tower Product’s customer service team, including implementation of process improvements, modifications to our tools, and collaboration with other departments to address points of friction

Willing to support related operational initiatives as needed

Qualification

Coaching & developing teamDataAnalytics capabilityConflict resolutionContinuous improvement mindsetCross-functional collaborationVirtual collaboration skillsMicrosoft Office suiteDatacor ERPVerbal communicationWritten communication

Required

Ability to travel ~10% of the time, including to visit Tower Products sites and team members (if candidate works remotely)

Strong virtual collaboration skills

Strong verbal and written communications skills, including technical communication

Strong computer skills, including Microsoft Office suite, internet software, basic office equipment, and ability to learn to utilize Datacor ERP

Open to remote applicants located in and authorized to work in the United States

Coaching & developing a team – Coaches people in their current roles to improve performance and prepare them for future roles

Conflict resolution & issue management – Comfortable managing conflict with colleagues and customers to reach resolution, including delivering bad news with respect and tact

Cross-functional collaboration – Demonstrated ability to work with colleagues outside of immediate chain of command to implement improvements to the way work is done

Continuous improvement mindset – Desire to make work better, more engaging, and reduce to errors by implementing new processes and tools

Strong virtual / electronic collaboration skills – customer service team is comprised of remote employees and Tower's operations are located in multiple states, must have ability to be effective in a remote environment

Data and analytics capability – including extracting data from Tower Products' ERP system, performing basic analysis on that data, and understanding analysis and implications produced by others