Premier Building Solutions, Inc.
Published
April 19, 2021
Location
480 Nova Drive SE, Massillon, OH 44646, Massillon, Ohio
Category
Job Type

Description

To supervise and coordinate assigned customer service functions in a manner which will ensure that customer service and related activities are performed in a professional, reliable and results-oriented manner.

Essential Functions:

  • Manage all Customer Service Department functions including order entry, returns from customers, credits, call backs to customers relating to any problems or issues with products, service, inquiries or complaints.
  • Manage customer order need dates through effective communication combined with our confirmation process.
  • Develop and maintain trusting relationships and communications with peers, the management team, and external team members, enhancing the ability to provide outstanding customer service.
  • Supervises personnel, coordinates assigned customer service functions, establishes performance   requirements, clarifies responsibilities of those supervised, conducts performance appraisals and plans for individual employee improvement.
  • Monitors CSR work to ensure external and internal customers are assisted in a professional and responsive manner so issues are resolved quickly and efficiently.
  • Ensures that customer service employees are properly trained and have adequate technical knowledge and portray a professional image.  Ensures delivery of a quality output including customer order, invoicing, back order report, pick/pack lists.
  • Promotes and assures the highest level of customer satisfaction, to both internal and external customers.
  • Supervise, develop, and coach CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects.
  • Provide hands on customer support (order entry, invoicing, logistics, and others) in all aspects of the function.
  • Ensure a safe work environment for Customer Support team.

Requirements:

Education:

  • High school diploma
  • Bachelor’s Degree in business or related field preferred

Experience/Skills Required:

  • Some experience in leading a team.
  • Minimum 5 years customer service experience.
  • Demonstrated excellent Customer Relationship Skills.
  • Demonstrated ability to effectively train new department members.
  • Strong interpersonal skills in dealing with internal and external customers.
  • Strong interpersonal, analytical and communication skills (written, spoken, listening).
  • PC literate and good working knowledge of an ERP or SAP Software and Microsoft Office Suite.
  • Ability to work cross-functionally throughout the organization.

Premier Building Solutions offers a competitive salary and benefits package, including 401(k) and 10 paid holidays.

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