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Customer Service Manager

Company: Niagara Bottling, LLC
Location: Diamond Bar
Posted on: September 17, 2022

Job Description:

At Niagara, we're looking for Team Members who want to be part of achieving our mission to provide our customers the highest quality most affordable bottled water.Consider applying here, if you want to: Work in an entrepreneurial and dynamic environment with a chance to make an impact. Develop lasting relationships with great people. Have the opportunity to build a satisfying career.We offer competitive compensation and benefits packages for our Team Members.Customer Service ManagerThe Customer Service Manager is responsible for the processes and systems related to the servicing of customers and support of sales staff and the rest of the supply chain team. This position would be responsible for the delivery of administrative and operational assistance, through supervisors, designed to promote revenue growth, productivity, above average service metrics and exceptional levels of customer satisfaction. They will be responsible for providing team members with the appropriate training and tools to direct and motivate their success.Essential FunctionsDevelop and implement solutions to customer issues and monitor key process improvement measures and performance metrics for continuous improvementCollaborate with other department managers and supervisors and prioritize collective efforts towards resolving critical customer issuesGuide, coach, and help develop skills and knowledge of Customer Service Team Supervisors, CSRs and provides direction regarding team member focus on tasks and projects through day-to-day coachingDevelop and manage relationships with customers and Sales Team Members including responding to emails and phone calls and participating in customer visitsResponsible for maintaining minimum service metric standard for overall customer base and top 60 specifically.Participate in development and execution of strategic planning for new customers, new items, new packaging, new facilities or other organizational changes as they relate to Customer ServiceImprove customer service quality results by:Studying, evaluating, and re-designing processesEstablishing and communicating service metricsMonitoring and analyzing resultsImplementing changes as neededMake effective independent decisions representing day-to-day issues that do not require team discussion, input, or agreementContinually update job and industry knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizationsList if any travel is required using percentage of time:0-5% - on average travels only a few times a yearPlease note this job description is not designed to contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without prior notice.Qualifications:Minimum Qualifications:6 Years - Experience in Field or similar manufacturing environment6 Years - Experience in Position6 Years - Experience managing people/projects *experience may include a combination of work experience and educationPreferred Qualifications:10+ Years- Experience in Field or similar manufacturing environment10+ Years - Experience working in Position 10+ Years - Experience managing people/projects*experience may include a combination of work experience and educationCompetenciesThis position embodies the values of Niagara's LIFE competency model, focusing on the following key drivers of success:Lead Like an OwnerManages a safe working environment, accurately documents safety related training, and effectively communicates safety incidentsProvides strategic input and oversight to departmental projectsMakes data driven decisions and develops sustainable solutionsSkilled in reducing costs and managing timelines while prioritizing long run impact over short term winsMakes decisions by putting overall company success first before department/individual successLeads/facilitates discussions to get positive outcomes for the customerMakes strategic decisions which prioritize the needs of the customer over departmental/individual goalsInnovACTContinuously evaluates existing programs and processes, and develops new initiatives to increase efficiency and reduce wasteCreates, monitors, and responds to departmental performance metrics to drive continuous improvementCommunicates a clear vision, organizes resources effectively, and adjusts the strategy as needed when managing changeFind a WayDemonstrates ability to think analytically and synthesize complex informationEffectively delegates technical tasks to subordinatesWorks effectively with departments, vendors, and customers to achieve organizational successIdentifies opportunities for collaboration in strategic waysEmpowered to be GreatMakes hiring decisions primarily based on culture fit and attitude, and secondarily based on technical expertiseEngages in long term talent planningProvides opportunities for the development of all direct reportsUnderstands, identifies, and addresses conflict within own team and between teamsCompetenciesIntermediate knowledge of and experience with Microsoft Word, Excel, Access, and Outlook.Strong business acumenProven leadership qualitiesStrong problem solving/ analysis abilitiesKnowledge of Process ManagementAbility to identify, suggest and implement process improvementsOutstanding Customer/Client FocusStrong Technical CapacityStrong verbal and written communication skillsSpeaks clearly and persuasively in positive or negative situations; demonstrates presentation skills. Writes clearly and informatively; presents numerical data effectively; able to read and interpret written information. Strong relationship building skills internally and externallyDetail oriented and accurateTeamwork Orientation - collaborates well in a group and contributes in reaching shared goalsContributes to building a positive team spirit; able to build morale and group commitments to goals and objectivesInspires and motivates others to perform well; influences actions and opinions of othersDisplays passion and optimism.Solution driven - Identifies and problem solves through high volume work load with urgencyAbility to prioritize multiple tasks effectivelyTime management - uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasksAble to delegate effectivelyChange Management - communicates changes effectively; builds commitment and overcomes resistance. Ability to manage multiple sources of information and make independent and timely decisionsEducationMinimum Required: Associate's Degree in (Business Administration, Economics) or other related fieldPreferred: Bachelor's Degree in (Business Administration, Economics) or other related fieldCertification/License: Required: N/APreferred: N/AForeign Language Required: NAPreferred: Elementary Proficiency, SpanishBenefitshttps://careers.niagarawater.com/us/en/benefitsThis job is intended to be performed entirely outside of ColoradoAny employment agency, person or entity that submits a r--sum-- into this career site or to a hiring manager does so with the understanding that the applicant's r--sum-- will become the property of Niagara Bottling, LLC. Niagara Bottling, LLC will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.Employment agencies that have fee agreements with Niagara Bottling, LLC and have been engaged on a search shall submit r--sum-- to the designated Niagara Bottling, LLC recruiter or, upon authorization, submit r--sum-- into this career site to be eligible for placement fees.

Keywords: Niagara Bottling, LLC, Diamond Bar , Customer Service Manager, Executive , Diamond Bar, California

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