Customer Service Manager

SunSource and its family of companies represent 200+ locations and 3,000+ employees making up one of North America’s leading value-add industrial distribution companies.  We provide customers with products and solutions within Fluid Power, Fluid Process, Fluid Conveyance, General Industrial Components, and Industrial Service & Repair. www.sun-source.com As the Customer Service Manager, you will be responsible for managing a team of Customer Service Representatives who are the initial point contact for our customers. The Customer Service Manager will ensure effective, efficient, and customer-oriented support for all customers. The CS Manager will provide staff support and motivation, as well as develop and implement short and long-term plans for the team and the department in alignment with company objectives and strategic plans. Responsibilities: Supervise day-to-day operations in the Customer Service Department, with a goal of providing outstanding customer service to our customers. Create and implement effective customer service policies, standards and practices designed to improve the customer experience and satisfaction. Clearly define and communicate all goals and standards to the team. Maintain team’s accountability for operational and business goals. Develop, mentor, and lead diverse personalities and talents to create a strong and well- functioning team. Coordinate technical, service, and selling skills training for members of the Customer Service team. Prepare and deliver periodic performance appraisals intended to establish mutual goals, recognize employee accomplishments, and foster professional growth and development. Manage and enhance interdepartmental working relationships to improve response times, the quality and accuracy of deliverables, and, ultimately, customer satisfaction. Develop and enhance relationships with key vendors and customers. Work with management to establish, implement, monitor, and manage pricing matrices. Maintain and oversee staffing requirements. Have direct Customer Service responsibilities for at least one significant customer within the district Engage as backup Customer Service Rep as necessary during team vacations or leave Work directly with Regional Sales Manager Travel once or twice a quarter to SLC and Boise, ID. Required Experience: 5 years’ supervisory / management experience in customer service setting. Project management experience. Strong verbal, written, analytical and leadership skills. Proven ability to effectively educate, lead, and engage employees. Experience in employee performance management, delivering performance improvement plans and conducting performance reviews. Excellent leadership skills with the ability to motivate employees to perform at peak standards. Ability to manage the escalation process with strong follow-through and attention to detail Liaison with internal and external stakeholders Strong coaching and mentoring skills. Proficiency with the Microsoft Office suite products including Excel and Word. Preferred Experience: Familiarity with fluid power, motion control and/or automation products. Education: Associates or bachelor's degree in a related field or equivalent work experience