Customer Service and Support Manager

Job Title
Customer Service and Support Manager
Job ID
27362884
Location
Garland,  TX 75040
Other Location
Description

 

 

 

 

Customer Service and Support Manager

Job Title:              Customer Service and Support Manager

Department:         Global Logistics & Order Management

Manager:              Director of Global Logistics & Order Management

FLSA Status:       Exempt

Location:             Garland, TX

 

OVERVIEW

Fortress Building Products is dedicated to providing world class customer service and we have structured this position to help the company achieve this goal. Our Customer Service and Support Manager will oversee the Order Management and Customer Care teams to ensure quality customer service in a timely manner, accurate processing of sales orders, assist end users in sourcing product, answering general product inquiries and making sure the department is doing everything it can to “Make it Happen” at all times. The right person will be a natural people leader, responsible for building engaging teams and improving operational efficiency. Above all this candidate must embody and embrace the Fortress Core Values.

OUR CORE VALUES

Work Hard, Play Hard – We seek passionate people. We take our work seriously and we take the enjoyment of our lives seriously.

Positive, Can DO Attitude – We are optimistic, we set challenging goals and we find a way to accomplish them. We approach challenges with the intention of finding solutions.

Compete & Win As A TEAM – We put the TEAM first. Our team is what makes our company great. We are a competitive group that like to win. We keep score.

Innovate & Seek Continuous Improvement - We believe it can always be better. We want better products and processes. We want to be better individuals. We want to be a better organization.

We Are Respectful – We respect fellow team members, our partners, ourselves and our company. We are known to be “the good guys”.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Focuses on helping team members improve their skills and knowledge through day-to-day
    coaching
  • Challenges team members and leads by example in providing exceptional support to both external and internal customers.
  • Designs and reports individual and departmental performance metrics for continuous
    improvement
  • Acts as a liaison between customers and manufacturing, sales, service, and accounting to resolve status, order accuracy, production, delivery and billing issues.
  • Evaluates customer/sales service performance results and ensures corrective action takes place in order to achieve goals.
  • Ensure Attendance and Adherence expectations are met
  • Partner across teams and departments for process improvement
  • Professionally receive and handle calls regarding new and existing customer orders.
  • Direct calls to the necessary recipients as appropriate.
  • Professionally provides escalated complaint resolution.
  • Process customer purchase orders received by fax, phone and/or email.
  • Create and send warehouse order acknowledgements to customers prior to shipment.
  • Provide updates to customers on order fulfillment.
  • Provide detailed product support to customers, distributors, and sales representatives.
  • Assist customers in returns or claims, if necessary
  • Maintain accurate customer information.
  • Provide inside sales support for Regional Sales Managers and Sales Representatives.
  • Ensure timely order release to warehouse for fulfillment.
  • Assist in prepping shipment documentation for invoice processing.
  • Assist sales staff and customers with order/invoice questions and shipment tracking.
  • Process return authorizations and credits when necessary.
  • Gather required documentation for freight claims or damaged shipments.
  • Provide superior service and assistance to existing and potential customers.
  • Assist in all day-to-day tasks related to customer service and office administration.

SUPERVISORY RESPONSIBILITIES

  • Order Management Associates
  • Customer Care Associates

 

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies:

Achievement Focus - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Recognizes and acts on opportunities; Takes calculated risks to accomplish goals.

Communications - Expresses ideas and thoughts verbally; Expresses ideas and thoughts in written form; Exhibits good listening and comprehension; Keeps other adequately informed; Selects and uses appropriate communication methods.

Managing Customer Focus - Promotes customer focus; Establishes customer service standards; Provides training in customer service delivery; Monitors customer satisfaction; Develops new approaches to meeting customer needs.

Managing People -Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibilities for subordinates’ activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates’ skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.

Professionalism – Practices good hygiene and presents an appropriate professional appearance; understands how one is perceived by others; takes actions intended to have a position effect on others; makes a friendly impression on others by using good eye contact and using names whenever possible; develops and maintains positive working relationships and maintains a pleasant work attitude.

Business Ethics – Treats people with respect; keep commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.

Performance Coaching -Defines responsibilities and expectations; Sets goals and objectives; Give performance feedback; Motivates for increased results; Recognizes contributions; Encourages training and development.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Leadership -Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

Customer Focus – Identifies and prioritizes customer needs and recognizes constraints; responds promptly to customer needs; seeks to find out more about customers and provide a better product or service; adopts professional approach to customers; is reliable and delivers on promises.

 

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education/Experience/Additional Requirements

  • Associates degree required; Bachelor’s degree strongly preferred.
  • 3+ years of related experience and/or training in a call center environment. Previous manufacturing customer service strongly preferred.
  • 2+ years of related customer service management experience.
  • Presents a professional appearance and demeanor
  • Proficiency with Microsoft Word, Excel, and Outlook
  • Bilingual – English/Spanish a plus
  • Positive attitude and willingness to learn and work in a team environment.
  • Ability to work in a fast-paced environment.
  • Effective time management skills coupled with the ability to multi-task.
  • Excellent oral communication skills with the ability to speak effectively with individuals or groups of customers or employees.
  • Excellent written communication skills with the ability to write routine reports and correspondence.
  • Ability to read and interpret a variety of documents and instructions furnished in written, oral, diagram, or schedule form.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where limited information is available.
  • Basic mathematical skills including the ability to compute rate, ratio, and percentages, draw and interpret bar graphs, and create basic formulas.
  • Must be able to type at least 40 WPM.
  • Experience with Microsoft Dynamics Great Plains and/or SalesPad software a plus. 

 

Certificates/Licenses/Registrations

  • None

 

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job operates in a professional office environment. This role routinely uses standard office equipment.

 

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand; talk, hear, and use hands and fingers. Specific vision abilities required by this job include close vision requirements. Light to moderate lifting is required.

 

ACKNOWLEDGEMENTS: The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Option 1: Create a New Profile