Customer Service Manager - Gainesville, VA

Evans Construction - Gainesville, FL

Full-time - Mid Level

Gainesville, FL

Merchant Wholesalers, Durable Goods

About the position

The Customer Service Manager will lead the customer service department at Oldcastle APG, focusing on cultivating a world-class customer service culture to drive business growth. This role involves supervising customer service representatives, managing client relations, and ensuring prompt and proper service to customers. The manager will act as a key liaison between sales, operations, and customers, fostering effective communication and problem resolution.

Responsibilities

• Promote communication across business functions
• Manage the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
• Develop a solution-based approach to customer service that embraces 'yes'
• Resolve customer complaints or answer customers' questions regarding policies and procedures
• Develop knowledge of products and services offered by the company
• Provide employees with leadership and guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
• Review records or reports pertaining to activities such as order entry, payroll, or shipping to verify details, monitor work activities, or evaluate performance
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems
• Develop a strategy and business plan to improve all channels of customer service
• Other duties as assigned

Requirements

• College degree preferred, in conjunction with a minimum of 5+ years of proven supervisory experience, or equivalent combination of education and experience
• Lawson or Salesforce knowledge is a plus
• Solid track record of delegation, resolutions and decision-making
• Detail oriented and ability to multitask in a dynamic and fast-paced organization
• Knowledge of the industry and/or manufacturing operation is a plus

Benefits

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• A diverse and inclusive culture that values opportunity for growth, development, and internal promotion