Customer Service Manager chez WSI

The Customer Service Manager will support WSI’s centralized customer service group by overseeing a team of people responsible for order management, customer care, value-added services, and billing. The shift will be Monday-Friday 8:00AM - 4:30PM and will work from our Enterprise Drive, Neenah, WI location. This full-time salaried position will report to the Director of Customer Service.

DUTIES AND ACCOUNTABILITIES:

• Assist with customer onboarding to ensure successful transitions for new accounts.
• Interact with customer contacts to understand and meet service needs and expectations.
• Build and sustain a positive workplace and motivated team that delivers business results.
• Establish and monitor key metrics and develop plans for achieving targets.
• Lead and/or participate in regular account reviews.
• Collaborate with IT Department to highlight and address system issues (OMS, WMS, Customer Portal, Kiosks).
• Work closely with Sales, Operations, Training, and other internal support teams.
• Initiate continuous improvement to processes and systems to support business growth goals.
• Assist in recruiting staff and managing the team's performance and productivity.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong leadership skills.
• Strong interpersonal skills and ability to interact with a diverse work group.
• Ability to analyze and interpret data to make sound business decisions
• Excellent communication skills; verbal written, and presentations.
• Ability to work in a fast-paced multi-system environment.
• Enjoys working in a collaborative environment.
• Effective in planning and organizing work activities.
• Ability to gain our customers' confidence by providing best-in-class service.
• Strong analytical skills and proficiency in Microsoft Office tools.

PREFERRED EDUCATION AND EXPERIENCE:

• Professional experience working in a collaborative environment.
• 2-5 years in a leadership role.
• 5 years in business, supply chain, or related field.

PHYSICAL CAPABILITIES AND REQUIREMENTS:

• Ability to use a computer and phone.
• Required to wear Personal Protective Equipment (PPE) provided by the company, as needed.

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