Customer Service Manager
Gorbel

Job Info

---

Gorbel's mission is simple: We improve people's lives.

That mission guides everything we do, from the products and service we provide to our outside customers to the work environment we foster for our employees. We are a manufacturer of material handling and fall protection products for the production and warehouse/distribution sectors. We're on the cutting edge of manufacturing and distribution; a thriving, growing company that is constantly seeking out new ways to innovate and elevate our products and our processes - and we're looking for people like you to join us in that mission.

We're currently hiring for open positions in the US and Canada. We operate in Canada as Engineered Lifting Systems and Equipment (ELS)/DBA Gorbel® Canada, and subsequent communication related to Canadian positions may show the ELS name. You may be contacted by phone by recruitment personnel based in either Canada or New York.

Work Shift:

Job Description:

JOB DESCRIPTION:

The Customer Service Manager will be responsible for managing a team of Technical Customer Service Representatives (TCSRs), Team Leads, and/or Order Entry Specialists and Receptionist, with in-depth product and technical knowledge that delivers Extraordinary Customer Experiences via the delivery of timely and accurate quotes and customer inquiry support. This leadership role will require the continuous assessment of current Gorbel® Customer Service technology, processes, training protocols, and Voice of Customer feedback to define, recommend and implement improvements that consistently improve Customer Satisfaction scores. Collaboration on initiatives with other functional areas (including but not limited to Sales, Logistics, Purchasing, Scheduling, Manufacturing, Application Engineering, and Product Development) is required to drive continuous improvement delivering improved customer experience metrics.

RESPONSIBILITIES:

• Develop, plan, lead, implement, and direct customer order processing and quote requests, ensuring the highest levels of customer responsiveness and service
• Provide transformational leadership, using Vital Conversations and expectations of a Gorbel® leader. Fully role model Gorbel® behaviors, supervise and coach others to do the same
• Actively demonstrate the ability to constructively coach others and be receptive to being coached
• Manage and coach all elements of the Gorbel® Performance Management System within the Customer Service Team to ensure goal setting and alignment while carrying out the mid-year and year-end performance review process
• Lead and support the hiring, onboarding, and training of Customer Service employees
• Develop, maintain, and regularly review relevant metrics for the Customer Service Team that drive the appropriate behavior leading to improved customer satisfaction
• Develop and maintain an environment that supports trust, teamwork, collaboration, and empowerment/engagement of employees to provide an environment of continuous improvement
• Utilize lean tools to drive and implement continuous improvement activity within the department (A3, VSM, 6S, Kaizen, etc.)
• Sponsor and lead cross-functional teams to improve products and/or service to all customers
• Carryout active relationship building with dealers
• Promote collaboration and bridging the gap between all other departments
• Set goals and improvements to create cross functional successes
• Be a Subject Matter Expert (SME) for various systems and products within Customer Service
• Manage small project teams to develop, execute, and complete assignments
• Organize team roles and evaluate employee performances
• Document operational tasks and report to the Executive Leadership Team
• Accomplish department objectives by managing staff, planning, and evaluating department activities
• Ensure a safe, secure, and inclusive work environment
• Planning and development of projects
• Making operational and process decisions
• Organizing and delegating assignments to team members
• Quality and Project Management
• Developing work and process standards
• Create new goals and future enhancements from analytics of metrics and department performance for small and steady improvements. (Lean Office practices)
• Project Management for Large & Complex Orders
• Build & Maintain Reports to support Data Driven Decision Making
• Train & Maintain Team's use of internal phone systems
• Other duties as necessary

REQUIRED QUALIFICATIONS:

• Associates Degree in Business or a technical field with 3+ years of experience preferred, individuals with 10+ years of experience in customer service or technical sales will be considered
• Ability to travel domestically, 1-2 times per year
• Ability to balance and advance customer, employee, and organizational needs.
• Excellent data analytical skills with a proficiency to summarize and communicate findings
• Ability to assess improvement opportunities and develop strategies to implement improvements
• Enable others to assess and implement improvements
• Excellent communication (written & verbal) and interpersonal skills
• Proven leadership skills in a technical environment
• Must have a high mechanical - technical aptitude and/or experience, working knowledge of electro-mechanical systems and components, reading electrical schematics and mechanical drawings
• Demonstrates personal leadership and coaching skills at all times
• Strong attention to detail
• Possess good presentation skills, to provide training to Reps, Dealers, and internal customers
• Proficiency in Microsoft Office Suite products including 365, Teams, and Share Point
• Personal characteristics are equally important to experience and knowledge Critical personal characteristics include:
  • High self-awareness and emotional maturity, low ego
  • High level of integrity and trustworthiness
  • High customer and quality focus
  • Continuous improvement mindset
  • Optimism
  • Willingness and comfort with giving and receiving feedback
  • Excellent listening skills
  • High action orientation

PREFERRED QUALIFICATIONS:

• Experience with Customer Relationship Management (CRM) software
• Experience, exposure, knowledge of Lean tools & practices
• Familiarity with international documentation, such as export documents, pro-forma invoices, etc.
• CSI/Syteline experience
• Cisco Finesse/VoIP and CUIC experience

BENEFITS: Medical, dental, vision, paid time off, 401k with company contribution, FSA or HSA options, educational assistance, dependent scholarship program, life insurance, short and long term disability insurance, and much more!


WORK ENVIRONMENT:

ADA Physical/Mental/Workplace Requirements

• Occasional lifting up to 25 lbs.
• Sitting, working at desk/personal computer for extended periods of time
• Primary work environment is professional corporate office

Gorbel® is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, gender, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Gorbel® is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform their job related duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at 585-924-6204.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Gorbel, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

A reasonable estimate of the current range is: Min $70,076 - Max $105,114

---