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Assistant Customer Service Manager 

EOE StatementWe 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.
Location Hickory, NC  
Category Customer Service  
Scheduled Shift 1st 



The Assistant Customer Service Manager will manage and coordinate service(s) extended to customers.  Duties also include supervising and evaluating CSRs in providing service to customers and salespeople, supervising all Customer Service Department office functions and to coordinate activities with the Invoicing and Order Accuracy Supervisor and others as applicable.


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

  • Assists the CS Manager in supervising CSRs on a daily basis, providing direction, guidance, and serves as a knowledgeable resource.
  • Provides CSR assistance in solving any issues as needed.
  • Liaison and co-manages with Invoicing and Order Accuracy Supervisor to provide a  seamless and effective process and departmental exchange of work between the two areas.
  • Assists Scheduling in planning the week's production schedules when the Customer Service Manager is unavailable.
  • Coordinates Customer Service functions with support departments such as Credit, Traffic, IT, Purchasing and Distribution as required.
  • Assists CSR's to expedite rush orders, emergency shipments, or unusual service requests.
  • Periodically reviews order entry and other CS functions to recommend improvements or changes as needed.
  • Reviews open order reports to check for deleted items on orders, non-minimum orders, old orders on credit hold, unconfirmed orders, accurate shipping dates & instructions, etc.
  • Analyzes and reviews orders for errors, incompletion, or other concerns.
  • Audits and checks CSR work for accuracy.
  • Performs duties necessary to provide better service, which includes inventory and order reconciliation and shipping orders earlier as available, which is often done by analyzing SAP reports.
  • Assists the CSRs approve credits and debits of value over $500  in the absence of the Customer Service Manager
  • Assists CS Manager in keeping CSR's, customers, and sales reps informed of scheduling changes, delays in shipments, or any problems that may affect customers' perception of Shurtape's level of service
  • Monitors and evaluate workload of CSR's and make decisions with the CS Manager regarding assignments
  • Assists and fill in for CSR’s or CS Manager’s responsibilities, as needed.  This would include monitoring voice mail and emails for CSR’s not in the office.
  • Runs daily and weekly reports to pull in orders with available inventory and re-promise them, to check for orders that are not confirmed and to watch the time orders have been held to be sure nothing falls through the cracks.
  • Acts as CSR for larger strategic or territory accounts as needed and all responsibilities that go with this assignment.
  • Maintains "Suspense File" of orders needing special handling or expedite requests.
  • Logs customer complaints & resolutions.
  • Logs technical questions and other FAQs for Marketing.
  • Reviews and researches out of territory shipments monthly for any unhealthy trends.



Position Requirements


QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • College Degree or equal OTJ Experience Preferred
  • 3+ years of Customer Service experience
  • Possess strong positive attitude, diplomatic, service-oriented, high-energy individual, can-do spirit a must.
  • Possess strong leadership and supervisory skills with the ability to influence and inspire by modeling appropriate and desired attitude and behaviors
  • Work well under stress and deadlines with the ability to work flexible hours as necessary
  • Excellent communication skills both oral and written
  • Possess proper phone etiquette and pleasant voice expression
  • Ability to handle duties and problems with sales reps & customers in a professional manner at all times
  • Strong computer knowledge and data entry skills (SAP preferred, Microsoft Office package - Word, Excel & Outlook); knowledge of EDI a plus
  • Be an effective liaison between the CSR's, Order Billing, Sales Reps, other Shurtape Departments, and customers
  • Highly organized and detail oriented
  • Highly efficient problem solver and logical thinker
  • Ability to coach, teach and lead change management when required
  • Ability to work extended hours when required



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Ability to work in front of a laptop or PC workstation for extended periods of time
  • Occasional standing, sitting, walking, and talking on the phone
  • Schedule flexibility to include weekend and after hours workload
  • Occasional need to lift 25#


This is a fast-paced, heavily office based position and includes customer calls. It is a work environment with consistent pressure to complete duties as outlined above, which requires ability to manage at a detailed level and provide support in a fast-changing environment. Many duties listed above are time-sensitive and have strict deadlines for completion.

Req Number CUS-13-00002  
Open Date 4/3/2013  

This position is currently not accepting applications.

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