Customer Service Manager

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Job description

Do you thrive in fast-paced environment and inspire others to succeed?

Make your mark on a company where your leadership will drive loyalty and team success!

We are a family-oriented Midwest and East coast based company; with locations in Wisconsin, Minnesota, Michigan, Maryland, and Pennsylvania. We are looking for a Customer Service Manager who is a motivated leader ready to make an impact in a growing company. Drive innovation, foster a culture of excellence, and lead a high-performing team dedicated to exceeding customer expectations.

What You Get To Do

Lead and mentor a team of customer service representatives, ensuring delivery of exceptional support.

Develop and implement strategies to improve customer satisfaction and operational efficiency.

Analyze data to monitor team performance and customer feedback, providing actionable insights for continuous improvement.

Act as a problem-solver and decision-maker, handling escalated issues and implementing creative solutions.

Develop and maintain the product and application knowledge necessary to service internal and external customers within the assigned markets.

Provide the highest quality quotations possible for the specific application as outlined by the customer or Account Manager.

Accurately pricing, verifying contractual obligations, internal costs, agency sales and stock/drop-shipments.

Develop the product and application knowledge necessary to service the needs of our customers and sales staff.

Demonstrate strategy in margin growth through obtaining discounts and inventory decision-making.

Lead and take ownership of business unit including training initiatives.

Responsible for and leads unit growth by reviewing metrics such as gap reports and quote logs.

Monitor KPIs and steer the team and engage other needed areas for improvements.

Establish and continuously evaluate work procedures and processes that support company and departmental standards, procedures and strategic directives. Identifies opportunities for improved efficiency of the team.

Provide performance feedback and coaching on a regular basis to team members. Writes and administers performance reviews to recognize success and foster improvement.

Promote and engage in team member involvement and career growth.

May perform other duties as assigned.

What We Need From You

Bachelor's degree in a related business field preferred.

At least three years related experience and/or training; or equivalent combination of education and experience.

Proven leadership capabilities a must.

A customer-service focused individual that successfully responds to technical and non-technical customer and team member inquiries.

An ability to handle a varied and fast-paced workload to meet customer requirements for projects.

A well-organized and self-directed team player.

Ability to work with various computer programs including vendor based software.

Strong organizational skills and excellent attention to detail with a high focus on accuracy.

Works well in a team environment with a diverse group of team members and customers.

Strong initiative: takes independent, unprompted action and digs into problems without supervision.

Ability to develop and motivate team(s).

Ability to communicate effectively to a variety of audiences in written and verbal form.

Ability to provide and support a vision and direction.

We Are Winning When

Our expectations are that team members demonstrate our Core Values.

Integrity & Respect - Work with the highest ethical standards, interact openly and directly, honor our commitments and value diversity of styles, roles and perspectives.

Teamwork - Actively collaborate with others to solve problems and create opportunities. Devote ourselves to the team's and others' success.

Customer Focus - Make customers the starting point for everything we do. Understanding what they want and expect from us will enable us to earn their loyalty.

Excellence & Innovation - Continuously elevate our expertise and knowledge to strengthen our competitive advantage; and always look for ways to apply breakthrough ideas.

Passion & Energy - Bring passion and energy to our work so that we are energy givers, enabling us to own and pursue objectives in spite of obstacles and adversity.

Fun! - Enjoy what we do and have fun with each other - celebrate a job well done 25% more fun.

Benefits and Team Member Perks

Positivity, cohesiveness and celebrating a job well done!

Competitive compensation and benefits structure within a values-driven culture

Work-life balance; generous paid time off program including paid holidays; ability to participate in Flexible Workplace arrangement

Comprehensive health insurance coverage

401k with generous company match

Intuitive health and wellness program that rewards participation

Community involvement and volunteering opportunities

Career advancement through our Career Tracker program

Continuous learning through our talent learning management system - Crane University

Full-time, exempt position

Work location at Crane Engineering, 707 Ford Street, Kimberly, WI

Apply today and join the team at:

Crane Engineering is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status, disability, or any other characteristic protected by law. Crane Engineering also participates in E-Verify to verify identity and employment eligibility.

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