Hybrid CUSTOMER SERVICE MANAGER bei Tolco Corporation

Description

ABOUT OUR TEAM

At Tolco Corporation, we are the trigger sprayer experts. With a foundation of over 64 years of selling best-in-class cleaning tools, our major product categories focus on dispensing, including trigger sprayers, pumps, bottles and closures. We attribute our success to our dedicated team who strive to provide quality customer service and take pride in providing fast and efficient shipping. We often collaborate across teams to get the job done; however, we don’t take ourselves too seriously. It is important for us to have fun. 

ABOUT YOU 

The ideal candidate is dedicated to leading a small team of customer service reps and providing exceptional service to our customers. If you enjoy helping others, solving problems, and working in a fast-paced environment, we’d love to hear from you!  

JOB SUMMARY

The Customer Service Manager is responsible for overseeing the daily operations of the Customer Service team. This includes ensuring exceptional and timely service delivery, supporting internal & external sales representatives and supporting large, key accounts. This position will also serve as a liaison between internal departments and customers, ensuring smooth communication and resolution of issues related to orders, credits, product information, and freight. The Customer Service Manager reports to the Director of Sales and Marketing. 

Responsibilities

• Supervise and support Customer Service Representatives, providing guidance and feedback to ensure service standards are met in accordance with Company standards
• Handle escalated customer inquiries and complaints professionally and promptly
• Assist in the order entry process when needed
• Update and maintain accurate customer records, including important points-of-contacts 
• Collaborate with sales, operations, and other departments to resolve customer order issues and fulfill specific requests
• Serve as the primary point-of contact for external sales representatives, answering questions and assisting with needs and requests
• Investigate and resolve issues related to credits, missed shipments, and freight claims
• Manage outbound communications to customers regarding price updates, new products, and other critical information
• Handle back-end processes for large, complex customer accounts, including reporting on specific account metrics
• Act as liaison between customers and Tolco sales managers to coordinate account needs and solutions
• Stay informed on Company products and industry trends to provide accurate and current information to customers and the team
• Other special projects as necessary

Requirements

• Bachelor’s degree in business administration or related field preferred
• Minimum 3+ years experience in customer service, with at least 1 year in a supervisory or management role
• Proven ability to lead a team in accordance with Company vision and core values 
• Strong understanding of ERP system (NetSuite a bonus)
• Excellent interpersonal, leadership and conflict-resolution skills
• Exceptional organization and time-management abilities

PERKS AND OTHER IMPORTANT INFORMATION

• This position is on-site at our office in Downtown Toledo
• Schedule: 8am-5pm M-F
• Medical, Dental, Vision, Voluntary Life Insurance, 401k disbursements and more
• Paid Vacation

MORE ABOUT TOLCO

Tolco Corporation is a leading manufacturer of cleaning tools used in the Janitorial, Beauty & Barber, Animal Health, and Auto Detailing markets. Our major product categories focus on dispensing, which include trigger sprayers, pumps, bottles, and containers. Additionally, we offer over 1000 products, and carry items in the restroom care, floor & window cleaning, utility, and safety categories. Tolco is a third-generation family business operating out of Toledo, OH since 1961.