POSITION: Customer Service Manager

REPORTS TO: Customer Service Director

Plumbing Matters. We make it better.

Our innovative products, built on a tradition of excellence, serve markets across plumbing, heating, construction, and fluid technologies to make our customers' lives easier, while sustainably delivering unrivalled returns. We are publicly traded on the Australian Stock Exchange (ASX) and headquartered in Atlanta, Georgia, USA with regional headquarters in Brisbane, Australia and London, UK. Our global family of brands are driven to make a lasting impact - we are better for our planet, better for our people, and better on our commitments. We operate in 45 facilities across 20 countries. We're acquisitive and we're laser-focused on growth.

Overview

The Customer Service Manager's job is primarily to assess, address, and assist in the day-to-day functionality and effectiveness of this department. The manager will work closely with Customer Service, Sales, Accounting, and other departments as needed. This position is a hands-on role and the link to ensure that the necessary responsibilities of Customer Service and Sales Support are fully defined, understood, deployed and leveraged.

Principal Responsibilities

• Serve as a day to day contact with other departments to ensure department functionality is consistent and effective
• Respond promptly to field sales inquiries and escalations
• Assist in the creation and execution of department process improvements
• Manages a team of assigned service representatives and ensures they comply with company guidelines particularly related to quality of service
• Monitor team activity and workflow
• Recognize and assist in responding to training and disciplinary needs within the team as appropriate
• Process Warranty and Courtesy payment requests as needed
• Collects data and prepares reports on customer complaints and inquiries
• Prepares monthly reports summarizing the assigned customer service team's performance
• Track team members KPI and report weekly/monthly on performance
• Create and recognize opportunities for growth and development for customer service team members
• Provide regular and meaningful feedback and direction throughout the year regarding individual performances within assigned team
• Administer mid-year and yearly performance reviews for all assigned team members
• Assist with additional monthly reporting as needed
• Oversee and ensure ISO compliance through random internal audits and QMS document review
• Ensure support of all RWC brands by taking part in meetings and training as appropriate
• Administer new staff training on policies, processes, and relevant systems
• Support team members and assist/provide back-up in those efforts as a part of the function of this role when staff is short, or as work volume requires
• Travel as needed to provide training and support to team members in other corporate locations
• Maintain other responsibilities as directed when department director is otherwise unavailable
• Other duties as required

Essential Functions

• Ability to work in a team environment as well as being a self-starter of improvement projects
• Excellent management and supervisory skills.
• Exceptional verbal and written communication skills
• Exceptional troubleshooting skills
• Extensive knowledge of customer service procedures and principles
• Analytical, organized with attention to detail
• Must be able to communicate effectively, both verbally and in writing
• Must have the ability to work well within a business environment and the ability to multi-task
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
• Ability to coach and mentor customer service representatives

Education, Knowledge, Skills and Expertise

• Bachelor's Degree preferred
• At least three to five years of customer service experience required
• Previous experience in a supervisory or management experience required
• Must be proficient in Microsoft Office Programs including Word, Excel and Power Point
• Experience in Business Management Software (i.e., SAP) is preferred but not required
• Need to possess strong interpersonal skills and the ability to communicate effectively with internal and external business partners.
• Must work efficiently, independently with accuracy, maintain confidential information, exercise sound judgment, and make accurate and timely decisions.
• Have experience and the ability to multi-task and work independently in a fast paced environment and have strong analytical and problem solving skills.

Working Conditions

• This position will be in an office environment

Physical Demands

• Job requires both sitting and standing. Excellent vision, hearing and speech are required to perform essential functions of the job.

Benefits Include

• Traditional and Roth 401k - with up to 4% company match
• Health insurance
• Dental insurance
• Vision insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Paid time off
• Tuition reimbursement
• Employee Stock Share Plan
• 100% paid 10-week maternity leave
• 100% paid 2-week paternity leave