Customer Service Manager Portland

Swagelok Alaska | Northwest (US) - Portland, OR

30+ days agoFull-timeEstimated: $62,000 - $82,000 a year
EducationSkillsBenefits
The Customer Service Manager is responsible for the activities and management of the Portland customer service team, as well as managing the Customer Service function throughout the company. This position ensures customer satisfaction by developing and overseeing the customer service team, customer service metrics, and customer service policies and procedures.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Coach, motivate, and develop customer service team
Determine position training requirements, train and/or oversee training completion for customer service team
Coordinate with internal and external customers to resolve issues
Plan and prepare work schedules according to budget and workload
Involvement in associate hiring and associate performance evaluation
Drive execution of strategic plans through customer service team
Support other relevant management roles to demonstrate their leadership as it applies to their areas of responsibility
Manage Customer Service group to develop a cohesive, responsive, customer focused team
Provide management with feedback and solutions to improve processes
Improve the customer service experience, create engaged customers that facilitate organic growth
Review the order processing system for accuracy, makes recommendations for improvements, and supports testing of new programs and processes.
Review and recommends appropriate technologies to improve or maintain high levels of service and response to customers.
Track and report customer service metrics
Oversee the achievement and maintenance of agreed customer service levels and standards
Learn about Swagelok products and services and keep up to date with changes
Research and resolve complex and/or elevated customer complaints Develop and implement customer service policies and procedures
CORE COMPETENCIES

Customer service orientation
Experience providing customer support
Strong client-facing and communication skills
Empathy
Professionalism
Attention to detail Ability to think strategically and lead
Change catalyst
Highly organized
Ability to inspire and motivate
Advanced troubleshooting and mulit-tasking skills Working knowledge of customer service software, databases, and tools
KNOWLEDGE, SKILLS AND ABILITIES
Education

Bachelor’s degree required (preferably in Business related field)
Experience

5 years minimum experience with customer service, with a minimum of 2 years of experience in a leadership position supervising subordinates.
Required Skills and Certifications

Excellent oral and written communication skills
Strong organizational and time-management abilities
Process improvement
Strategic thinking
Attention to detail
Team building
Organizational skills
Project management
Experience with developing/documenting procedures
Data analysis
EQUIPMENT AND SOFTWARE REQUIREMENTS

Proficiency using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Proficiency using any CRM system
WORKING CONDITIONS AND PHYSICAL DEMANDS

Seated workstation in office environment combined with standing at workstation in warehouse environment for extended periods
Operation of keyboard/office equipment for extended periods
Ability to lift/move product weight up to 40 pounds
Some travel required which would include overnight stays
This is a regular, full-time position. We offer generous benefits such as

HEALTH & DENTAL INSURANCE (employer pays 75%)
2 weeks Paid Time Off for new employees
7 Paid Holidays
401(k) retirement plan (with generous match)
Company paid Short Disability Insurance and Life Insurance, etc.
Interested applicants please submit (upload) cover letter & resume and answer the questions thoughtfully. Our company has experienced double digit growth for the past several years and we are looking for candidates who want to grow with our company. Check out our homepage at https://nwus.swagelok.com/en to learn more about our company.

EOE