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Position:  Customer Service Manager
Location:  Sharonville, OH
Job Id:  391
# of Openings:  1

Position:  Customer Service Manager
Location:  Sharonville, OH
Reports to:  Chief Commercial Officer
Classification:  salary / exempt
JOB DESCRIPTION                                                                
The Customer Service Manager provides the strategic direction to the DuBois Customer Service team to ensure highest level of service to all customers.   This position will also lead, execute, and deliver strategic business plans that support growth and profitability initiatives and deliver meaningful business results, while aligning with customer experience strategies and corporate standards.   
Primary Functions
  • Provides strategic and operations leadership to the Customer Service team
  • Fosters a culture of consistency, accountability and continuous improvement
  • Forecasts department staffing needs.  Attracts and retains highly effective personnel through mentoring, coaching, development, appraisal and motivation techniques
  • Works across the organization to develop best-in-class practices that support superior service levels while identifying strategic opportunities for adding efficiencies and cost effective customer service solutions
  • Identifies and drives organizational and cultural changes needed to adapt strategically to changing market demands, technology and internal initiatives; driving new approaches to improve results by transforming organizational culture, systems or services
  • Creates and manages department key performance indicators/metrics
  • Monitors activity of the customer service group
  • Develops and manages the department budget.  Controls expenses by monitoring variances to budget and identifying opportunities for efficiency
  • Supports Integration Team during the on boarding of newly acquired companies and assists on ERP integrations and other business integration related projects
  • Leads by example and acts ethically and honestly. Exemplifies leadership by being credible, knowledgeable and trustworthy
  • Approaches work with enthusiasm and personal commitment to the success of the team, customer and the business
  • Brings energy and focus to achieve excellence and generates ideas for operation efficiencies
Supervisory Responsibility
This position would have responsibility of 5-10 direct reports.
This role can include up to 15% travel.
Minimum Qualifications/Requirements/Certifications
  • Bachelor’s degree or higher
  • A minimum of five years of management experience in customer service
  • Excellent verbal and written communication skills
  • Must demonstrate strong leadership skills to direct and motivate teammates
  • Requires superior problem solving and analytical skills for timely and thorough problem resolution
  • Excellent computer skills in a Microsoft Windows environment
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing 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 notice. 
All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, nationality or sex.  

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