Customer Service Manager
Location: US, IL, Libertyville
Department: Customer Service
Employment type: Full-time
Required experience: Associate
Required education: Bachelor's Degree
Industry: Consumer Goods
Function: Customer Service
Company profile: Handi Ramp, founded in 1958, is the oldest manufacturer of metal ramps in the United #URL_88003d34655ed7f8d4d1e5bacc716f0659f836dc0574b5dd58e9139b79fb5fe0# specialize in products within the wheelchair accessibility, material handling and non slip floor safety arenas, but love the challenge of creating solutions for any need. Our national sales team work closely with customers to create customize ramp solutions for a variety of industrial, commercial, institutional and residential markets. Successful sales members are able to develop solutions using a large array of off-the-shelf and custom products.
Description: Handi Ramp, founded in 1958, is the oldest manufacturer of metal ramps in the United #URL_88003d34655ed7f8d4d1e5bacc716f0659f836dc0574b5dd58e9139b79fb5fe0# specialize in products within the wheelchair accessibility, material handling and non slip floor safety arenas, but love the challenge of creating solutions for any need. Our national sales team work closely with customers to create customize ramp solutions for a variety of industrial, commercial, institutional and residential markets. Successful sales members are able to develop solutions using a large array of off-the-shelf and custom products.Because of a recent promotion, Handi Ramp is currently seeking a hands on Customer Service Manager for our Libertyville, IL location. This individual will be responsible for overseeing the customer service department and ensuring the company delivers the highest level of customer service possible. This person will supervise customer service representatives and work with sales and production to record and process orders. The Customer Service department handles all inbound calls and emails as well as manages the daily order processing and shipping for the company. The Customer Service Manager must have excellent verbal and written communication skills as well as strong attention to detail.  Job Responsibilities includes but is not limited to:Supervise, hire, and train customer service representatives.Review and update systems and policies to ensure Customer Service department is meeting the highest level of customer service while increasing sales and maintaining margins.Handle complaints and incidents which need additional careCompile and monitor department key metrics to insure customer satisfaction and efficiency within department and inter company processesManage and assist in taking phone and internet orders and growing these sales and marginsManage the refund and exchange processManage the order and shipping fulfillment process.Isolate, identify and implement areas of improvement.Work with management on customer service initiatives.Attempt to persuade customer to reconsider cancellation.Build strong knowledge of Handi-Ramp’s products and pricing including marketing partners productsUtilize computer technology to handle high call volumes and track calls and sales.Assist with processing credit approvalsAct as role model for co-workers and to lead by your actions. This includes support and implementation of Handi-Ramp’s basic Philosophies which include (but are not limited to):· Provide outstanding Customer Service.· Enhance and develop a “Customer is always right” attitude.· Treating all co-workers and customers with dignity and respect.· Presenting an image that will reflect positively on Handi-Ramp.· Responsible use of all company resources· Positive attitudeEnter new customer data and update changes to existing accounts in the corporate database.Investigate, troubleshoot and resolve customer issues.
Requirements: Skills and Requirements:Bachelor’s degree and / or five+ years related experience in businessExperience in managing a diverse group of individualsProven adaptability to differing cultural and business environmentsThrive in a team environment and work well with othersGoal-Oriented and results-driven individualExceptional listener with excellent time management skillsAbility to work in a fast paced environmentHigh level of integrity and work ethicStrong knowledge of CRM systems and Customer Service reporting metricsStrong computer skills including quickbooks experienceAble to quickly build rapport in person and over the phone with othersStrong written and communication skillsExcellent common sense, judgement, and decision-making abilitiesExcellent interpersonal and analytical skillsAbility to identify and creatively solve customer’s problemsSelf motivated, with high energy and an engaging level of enthusiasm
Benefits: Competitive compensation package including health insurance and 401(k). Candidates are subject to reference checks, criminal background checks and post-offer drug testing
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