Confidential Hiring for Customer Service and Logistics Manager Job at Parker, CO Full Time

Our company is the leading retailer of portable oxygen concentrator devices and oxygen therapy equipment in North America. We are a family owned and operated business. Our goal is simple; we make it easy for everyone affected by respiratory illness to achieve their highest quality of life. Our team simplifies the process of finding the best possible oxygen therapy equipment at the best possible price. Our customers come to us because of our outstanding reputation in the market and the amazing service that our team provides. We are looking for a customer service and logistics manager to lead our team of customer service representatives and communicate with our warehouse departments.

Salary Range: $70,000 – $100,000 based on relevant experience

Job Summary:

* The Customer Service and Logistics Manager will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving all issues and complaints. This position must also communicate effectively across departments.

Supervisory Responsibilities:

* Hires entry-level customer service employees.

* Trains new employees in our company’s customer service policies, procedures, and best practices.

* Oversees the daily workflow of the department.

* Organizes and oversees the schedules and work of assigned staff.

* Conducts performance evaluations that are timely and constructive.

* Handles discipline and termination of employees as needed.

Duties/Responsibilities:

* Manages a team of customer service representatives to ensure they comply with all company guidelines pertaining to our quality of service and completion of all customer service duties.

* Establishes performance metrics for customer service representatives and quality of service standards for the department.

* Monitors and reviews calls and open tickets between representatives and customers.

* Responds to all calls for a manager, ensuring these situations are resolved completely and thoroughly to the highest satisfaction of the customer.

* Validates that all calls are answered in a timely fashion, and delegates all missed calls for the customer service department.

* Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.

* Ensures that representatives are informed about changes to company policies, products and services.

* Develops and implements training and quality assurance programs for new hires and experienced employees.

* Validates that all returns and exchanges are properly checked in and sent out with the tickets updated in a timely fashion.

* Collects data, prepares reports, and responds to all customer complaints, inquiries, and negative company reviews.

* Prepares monthly reports summarizing the customer service teams performance supported by customer support feedback.

* Creates knowledge-based documents such as summaries and responses to frequently asked questions.

* Acts as a liaison between the customer service department and other divisions in the company.

* Identifies opportunities to improve customer service procedures and making recommendations.

* Assists with budget preparation for the Customer Service department.

* Ensures the proper staffing of the customer service department including weekends.

* Performs other duties as assigned.

Compensation and Benefits:

* Competitive salary: $70,000-$100,000 based upon relevant experience.

* Health, dental and vision insurance through Humana after 3 months.

* 401(k).

* Paid time off.

* Paid training and ongoing support from an industry-leading team.

* Exciting growth opportunities to expand in role and responsibilities.

Qualifications:

* This is a full time position, requiring five years of customer service experience with at least two years of supervisory or managerial experience.

* Candidates must have excellent communication skills, comfortable supervising employees in multiple locations.

* Experience using a CRM (Customer Relationship Management) software is required; experience with Hubspot is a plus.

* College degree is preferred, but not required

Job Type: Full-time

Pay: $70,000.00 – $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Parker, CO 80134: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 5 years (Required)
• Management: 2 years (Required)

Work Location: One location