Customer Service Manager - Spokane presso Taylor Metal Products

Description

Taylor Metal Products is a leading manufacturer of high-end steel roofing and siding products. We have been in business for over 35 years and continue to grow each year. We always hold true to our motto, Quality Products, Exceptional Service.

We are seeking a Customer Service Representative Manager to join our team in Spokane, Washington. The role is pivotal in maintaining customer satisfaction and enhancing our industry reputation. This is an opportunity that will require you to oversee our customer service operations, ensure our customer service team delivers exceptional service and products that meet our client’s quality and expectations, and use customer service programs and systems to boost team productivity.

Supervisory Responsibilities:

• Recruits, interviews, hires, and trains departmental staff.
• Oversees the daily workflow of the Customer Service, Reception, Order Entry and Estimating departments.
• Provides constructive and timely performance evaluations. 
• Handles discipline and termination of employees per company policy.

Essential Functions:

•    Oversee and enhance customer service operations, ensuring superior service delivery to all clients.
•    Utilize customer relationship management (CRM) systems to streamline customer service processes and enhance productivity.
• Implement solutions to manage business processes, improving efficiency and service quality.
•    Train and guide the customer service team in using software for financial services, ensuring accurate and timely processing of customer transactions.
•    Coach customer service representatives to manage customer interactions, improving customer satisfaction and retention.
•    Respond to customer inquiries, resolving issues promptly and professionally.
•    Monitor customer accounts, identifying irregularities and taking appropriate action when necessary.
•    Perform auditing tasks to ensure compliance with industry standards and regulations.
•    Oversee billing functions, ensuring accurate and timely invoicing to customers.
•    Handle inbound calls, providing immediate customer assistance and ensuring their concerns are addressed effectively.

• Prepare drawings, estimates, and bids that meet specific customer needs.
• Resolve or clarify any errors and/or discrepancies with the appropriate departments.
• Demonstrate extensive product knowledge.
• Follow established administrative and clerical procedures.
• Maintain & enforce compliance with all company policies and procedures.
• Establishes performance metrics for customer service representatives.
• Establishes service levels and requirements for the department.
• Develops and implements methods to record, assess, and analyze customer feedback.
• Develops and implements training and quality assurance programs for new hires and experienced employees.
• Other duties as assigned

Benefits:

• Eligible for Medical, Dental, and Vision insurance the first day of the month after hire.
• Employer matching 401k – up to 4%
• Paid Vacation Time
• Paid Sick Time
• Paid Holidays

Taylor Metal is committed to equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, disability, age, genetic information, protected veteran status, or any other unlawful factor and complies with all applicable laws including those regarding consideration of qualified applicants with criminal histories (such as the San Francisco Fair Chance Ordinance).

All external services required will be sought out by Taylor Metal Products

• Principals only – Recruiters, please do not contact Taylor Metal Products for services.
• No solicitations – Do NOT contact us with unsolicited services or offers

Qualifications