Customer Service Manager at Trulite Glass & Aluminum Solutions

This role is not open for submissions from outside staffing agencies

Trulite is GROWING! We are looking for Customer Service Manager based at our Knoxville location.

The Customer Service Manager is a Senior-level position that provides leadership and management to a customer service support organization servicing products and services. This position executes business strategy and processes to adapt and support customer requirements. Initiates and/or implements corrective action for complex customers and issues as needed to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.  Identifies and contributes with the generation of potential sales leads to the organization.  Planning and development of specific target markets and groups and the actual service “package” will be developed as a team program in conjunction with the project manager, customer service representative, order entry, and sales representatives.  Manages and/or implements corrective action as needed to ensure that an excellent standard of service and a high level of Trulite’s Platinum customer service levels are maintained. $80,000-$90,000

• Manage and coordinates activities of workers in the Glass, Envision and Aluminum Customer Service departments.
• Oversees, onboard and/or conducts training of new or existing employees to include processes, work methods and procedures.
• Introduces new products to verify conformance to Company specifications and service to customers.
• Provides employees with timely and accurate feedback of performance reviews, disciplinary problems, material shortages, equipment problems etc. when required or appropriate.
• Interview, hires, and terminates employees as needed.

Who You Are: 

You have experience in leading a customer service team within a manufacturing or construction environment. You have a Servant Leadership mentality with a history of achieving results in leading, directing, training and motivating employees. You have the ability to manage Glass, Aluminum, and Envision Departments and conveys Branch Management expectations, and direction, to ensure team adheres to Key Performance Indicators as defined, follow and communicate company policies and procedures, improve Net Promoter Score for customer satisfaction.

Skills you bring:

• Leadership - The ability to successfully lead and motivate a cohesive team
• Customer/Client Focus - A what ever it takes attitude to exceed our customers expectations
• Team Focus - The understanding that you are only as successful as the team you lead
• Flexibility - The ability to adapt and adjust as market demands change and grow
• Technical Capacity - The ability to learn the glass fabrication industry and the applicable software 
• Collaborate - The ability to collaborate with plant leadership and the sales team to achieve site and company goals

What you will be doing:

Responsibilities:

Customer Service Management

• Manage and coordinates activities of workers in the Glass, Envision and Aluminum Customer Service departments.
• Oversees, onboard and/or conducts training of new or existing employees to include processes, work methods and procedures.
• Introduces new products to verify conformance to Company specifications and service to customers.
• Provides employees with timely and accurate feedback of performance reviews, disciplinary problems, material shortages, equipment problems etc. when required or appropriate.
• Interview, hires, and terminates employees as needed.
• Responsible for retention, training and continued development of hourly and exempt employees
• Interfaces with team members on a daily basis, involved with decisions concerning all aspects of customer service, production and sales to drive customer improvement and overall satisfaction.  
• Ensures on-time delivery, management of the flow of raw materials and inventory to meet customer commitments.
• Communicates effectively and timely both verbally and in writing.
• Subject Matter Experts on all products, codes and systems (Axapta, Support Center Plus, etc.)
• Handles internal and external customer issues in a professional and timely manner.
• Responsible for ensuring teams performance of time-sensitive daily order entry and price quotes.
• Carries out goals of the branch to ensure revenue objectives are achieved.
• Responsible for adhering to product and customer specifications.
• Maintains compliance with all required employment laws and OSHA regulations and policies.
• Maintains appropriate working relationships with internal and external customers.
• Provides timely and accurate management reporting.
• Creates and maintains an environment that promotes safety and the safe operation of the entire process.
• Continued assessment of cost reduction opportunities through the utilization of resources to remove process costs, improve efficiencies, and develop creative staffing strategies.
• Maintains and improves high quality levels by ensuring that all work processes are performed correctly and accurately per the Trulite standards.
• Performs other related duties and provides back-up support to other group members as assigned by Management.
• Effectively communicates with our Accounting Department to make sure that all supportive financial documentation is properly submitted, and job accounts have been established.
• Responsible for the coordination of information with the Plant Manager to ensure timely production, proper packaging, and on time delivery.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks and attends company technical training.
• Works closely with the sales team to ensure estimating adheres to standards, processes and key performance indicators.
• Processes customer COD/CIA payments.

Management Responsibilities

Manage Glass, Aluminum, and Envision Departments and conveys Branch Management expectations, and direction.   Responsibilities include leading, directing, training, and motivating employees.

Qualifications:

• 5-8 years of customer service or relevant experience. Bachelor's Degree is preferred
• 5 years supervisory/management experience in managing and leading a customer service organization of 5 plus resources required.
• Related glass and aluminum work experience preferred.
• Must be able to multi-task, organized, efficient, and accurate.
• Self-motivated and goal-oriented person with a drive to succeed to maximize business results.
• Fosters a whatever it takes attitude to get the job done attitude.
• Must have excellent communication (written and oral), interpersonal, time management, and conflict management skills.
• Experienced user of Microsoft Office 365 suite.
• Ability to calculate discounts, fractions, percentages, area circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Must be able to perform the duties and responsibilities with or without reasonable accommodation.
• Must pass criminal background check.

Why Trulite:

Trulite offers the most comprehensive benefit coverage in the industry. We give our employees immediate access to health, dental, vision and life insurance benefits, as well as provide short/long-term disability coverage to protect you financially if injured outside of work.

We are pleased to offer a comprehensive wellness initiative that includes access to a percentage of your pay daily, if needed, and a progressive financial training program.

Stay with us for a year and your 401k employer match is 100% vested and immediately becomes part of your ever improving financial plan.

Trulite bears most of the cost of your benefits. We structured these benefits because we care not only about your physical well-being but your financial health and welfare too. Let us show you why Trulite values you as an employee and how we will help you achieve financial independence.

We are an Equal Opportunity Employer. We embrace and encourage our employees’ differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique.