Customer Care Manager

Construction Specialties, Inc. - Kennesaw, GA3.4

Full-timeEstimated: $65,000 - $85,000 a year

Supports, supervises, coaches, develops and provides leadership to Team Leaders to effectively manage the customer service and sales support activities of the department. Works with Team Leaders and senior leadership to achieve our Company Vision through the effective implementation and ownership of our Core Values.
Fosters teamwork, cooperation and coordination of training and development efforts among the Team Leaders and Account Specialists to ensure the staff is equipped to offer high levels of service to internal and external customers.
Assigns and monitors the workload of the customer service staff to ensure all expectations and needs of the customer are met and the department responsibilities are executed.
Maintains familiarity with the on-going and future needs of our customers and sales representatives; anticipates future changes affecting the department and strategically positions the company to take advantage of these changes. Strives to establish the customer service functions as a “world class” provider of products and services. Process driven work style and responsible for continuous improvement practices within department and assist those for cross departmental initiatives.
Works with all departmental employees to drive compliance within the department to prescribed procedures by training and identifying the proper execution of these tasks; responsible for implementing policies and procedures alongside best practices.
Ensures the department is trained and equipped to handle customer and sales representative needs, concerns, complaints and problems; motivates the team to resolve them as quickly and efficiently as possible. Includes record research, investigation, policy interpretation and adjustment or correction.
Develops and implements work methods, authorizes overtime, and controls costs. Evaluates and recommends changes in methods and procedures. Understands and assures adherence to departmental procedures and policies, offering recommended changes to senior leadership.
Acts as interdepartmental liaison to ensure the client/customer service department staff works effectively with the Sales, Drafting, Estimating, Purchasing, Planning, Project Management and Production. Builds rapport with other organizational units and individuals critical to department’s success.
Responsible for issue escalation in cases that will require comparison of customer responsibility/involvement and sound business judgement. This includes researching the background of issues, investigation, policy interpretation and adjustment or correction.
Foresee and execute activities required for change management for day to day operations as well as upcoming corporate ERP transition project. Experience with Oracle, SAP or equivalent ERP system preferred to aide in the transition.
Monitors and coaches the Team Leaders as they work with customers and sales representatives to ensure proper application and interpretation of the sales practices.
Handles all service and support escalations from within the department and contacts customers and sales representatives if required regarding unusual terminology, policy departure, priority, cancellations, etc. This includes approving gratis or recovery service as a means of relationship building.
Ensures that work groups have necessary resources to complete requirements. Helps facilitate the group process both in meetings and in daily operations. Provides feedback and coaching for assigned staff. Develops Team Leaders and the entire group in group process, team dynamics, basic quality tools, and problem solving models and techniques.
Guides work group problem solving process toward continuous improvement of quality and productivity measures and expediently advises groups of any organizational changes that may affect their processes. Ensures that department goals are pertinent and clear to all. Helps group reach consensus of key issues.
Maintains and reports on operational metrics as a function of measuring departmental performance. Prepares status reports concerning departmental activities and work in progress as required.
Initiates and conducts customer service staff meetings to keep staff informed on procedures, offer constructive recommendations to resolve problems, and assist with general administration of the department roles.
Possesses a coaching mentality and leadership style to support department and employees as needed while also adhering to progressive discipline policies as required for performance management.
Ensures that performance reviews are conducted on time in the department.
Continually trains personnel on procedures and how to handle situations as they arise.
Travels as required for training and issue resolution.

Interviews, hires, trains, coaches, motivates and leads Team Leaders and Department Staff to attain the goals and responsibilities of the CONSTRUCTION SPECIALTIES Customer Service Department. Directly supervises Team Leaders, Seniors and Regional Sales Support Assistants. Carries out supervisory responsibilities in accordance with Construction Specialtiess policies and applicable laws. Responsibilities include planning, assigning, and directing work; appraising performance; rewarding, praising, and disciplining employees, maintaining good employee relations, addressing complaints and resolving problems.


Bachelors degree from a 4-year college.
Previous experience working within a manufacturing environment is preferred.
Experience managing customer service operations to support customer needs and liasing with other operational departments and management for company success.
Excellent customer relation skills and professional manner.
Excellent written/oral communication skills.
Ability to maintain effective interpersonal relationships.
Demonstrated ability to lead and motivate others.
Computer literacy.
Ability to read and understand complicated purchase order terms and conditions.
Knowledge of sales/sales support procedures.
Knowledgeable leader for sales reps.
High self-confidence and "can do" attitude.
Previous knowledge and experience with using ERP software applications within the manufactured environment are preferred (SAP, BPCS, etc.)

Primary Location: US-GA-Kennesaw
Post Order
Travel: Yes, 10 % of the Time
Employee Type: Full-Time Regular