Customer Service Manager - Trade and Distribution

Overview

The Customer Service Manager is responsible for leading the customer service team to deliver exceptional experiences to clients at every interaction. This role focuses on enhancing customer satisfaction, driving team performance, streamlining processes, and supporting sales growth and client retention within a trade and distribution context.

Key Responsibilities

• Supervise daily customer service operations across several locations.
• Address and resolve customer inquiries, concerns, and escalations promptly and professionally.
• Mentor and guide customer service personnel to meet performance targets.
• Ensure precise management of customer orders, invoicing, account setups, and related transactional activities.
• Maintain up-to-date customer profiles and account data in ERP and CRM systems.
• Foster strong relationships with customers to boost satisfaction and promote loyalty.
• Collaborate closely with Sales, Operations, and other departments to resolve issues and enhance the customer experience.
• Track, analyze, and report on customer service performance indicators and trends.
• Identify and implement improvements to processes and service efficiency.
• Keep senior management updated on customer service metrics, client feedback, and relevant developments.
• Perform additional tasks as required.

Required Qualifications

• At least 3 years of experience in customer service, preferably within a B2B trade or distribution sector.
• Prior experience in team leadership or supervision is advantageous.
• Strong communication skills, both verbal and written.
• Excellent abilities in problem-solving, organization, and managing customer relationships.
• Self-driven with the capacity to handle multiple priorities efficiently in a dynamic environment.
• Familiarity with Microsoft Office and CRM/ERP software.

Benefits

• 401(k) retirement plan.
• Medical, dental, and vision insurance coverage.
• Life and disability insurance plans.
• Paid time off.

Work Schedule

This full-time role requires onsite presence at the Memphis location, Monday through Friday from 8:00 AM to 4:00 PM CST, with possible additional hours to meet business needs.