Share Email Opening Title Customer Service Manager  About the Organization - Are you looking for a company that values its people? - Are you looking for an opportunity to grow your career at a fast paced and employee focused environment? We are happy you are here! Together, we are on a mission to craft furniture that nourishes connection and builds community - helping our people and customers connect, grow and learn together. As a family-owned business we are able to do this by designing our process around the customer. And we do it all with Michigan-made high-quality furniture, friendly service, and fast lead times. We are committed to making Grand Rapids Chair the best it can be, and we use our values to guide the way and thrive when we all hold ourselves accountable to these key values. We believe that each employee directly contributes to the growth and success of Grand Rapids Chair and we look forward to seeing what we will accomplish together. Go Be Awesome! At Grand Rapids Chair Company, we know that our employees have lives that extend beyond our four walls. So, we provide competitive salaries, excellent benefits, and opportunities to continuously learn and grow professionally. We were even named one of Grand Rapids' Best and Brightest Companies to Work ForŪ. Just like our customers, we want our employees to SIT HAPPY, too. Visit our website at www.grandrapidschair.com/careers for more details.   Description Dog-friendly office environment Flexible work schedule with hybrid potential JOB SUMMARY Leads the Account Management (Customer Service) team which maintains and improves customer relationships. Defines and implements standards for ensuring optimal customer experience. ESSENTIAL FUNCTIONS Organize projects and initiatives to enlighten Sales Operations team on the associated benefits and consequences of their decisions on customer experience and company profits. Define and implement standards and procedures for ensuring optimal customer experience and monitors the activities of team to ensure compliance with set standards. Develop and organize Sales Operations training programs in order to enhance their job knowledge and update their skills. Develops internal systems and processes to ensure customer satisfaction. Develops new service solutions, service quality initiatives, post-delivery and installation support. Attends daily cross functional team meeting and reports Sales Operations production status to managers, identifies problems and collaborates with other Managers and team members to use the scientific method for problem solving. Prepares reports and analyses as required. Lead, coach and mentoring customer service team. Provide support to and direct day to day operations of the Customer Service team, whose main objective is to provide outstanding customer service. Assists with new employee selection in the customer service department and reviews employee performance. Establish and ensure even workloads for the customer service team members. Conduct responsibilities related to employee selection and performance management. Monitor existing performance metrics and create new ones to measure quality, productivity, reliability. Establish and ensure even workloads for the customer service team members. Build and maintain strong rapport with sales management and internal customers to ensure ongoing support needs are met. Ensures order entry function is timely and accurate. Identify, evaluate, and implement new tools and solutions to ensure continuous improvements and increase customer satisfaction. Perform additional responsibilities as necessary in achieve business objectives.   Position Requirements Bachelor’s Degree in business or related study or equivalent. Minimum of 5 years successfully leading and managing Sales Operations, Customer Service or similar teams.  Commercial furnishings industry experience preferred. Strong communications skills, including professional verbal and written, negotiations, listening, empathy, conflict resolution and presentation skills.   Highly motivated and able to take imitative demonstrated ability to work independently. Strong aptitude for technology. Strong organizational skills and ability to prioritize. Strong data analysis and problem-solving skills. Experience leading performance and process improvement projects.  Ability to positively adapt to and embrace change as demonstrated through learning and applying new skills, procedures, or policies and integrating them effectively with existing knowledge and practices. Ability to think strategically. Agile and self-motivated learner. Excellent written and interpersonal communication skills Able to lead and manage in a team oriented, fast paced environment   Shift Days   Full-Time/Part-Time Full-Time   EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.   Category Sales Operations   This position is currently not accepting applications. To search for an open position, please go to http://GrandRapidsChairCompany.appone.com WE ALSO RECOMMEND Other Jobs Within Same Category -- None found -- Other Jobs Within 60 Miles Human Resources Coordinator in Byron Center , MI Posted on: 2/29/2024 [Apply Now] CNC Operator I & II in Byron Center , MI Posted on: 3/4/2024 [Apply Now] Woodworker in Byron Center , MI Posted on: 3/4/2024 [Apply Now]

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