<p>We are the global leader in worm gear, t-bolt, band, strut, specialty clamps, hose supports, conduit, fastening solutions, fittings, and couplings. Our products meet the highest standards demanded by global customers. A commitment to service and dedication to quality drive us each day. While billions of Ideal Tridon products have sealed critical connections for our customers, we continue to push the boundaries of innovative design. Our legacy and proven capabilities ensure that we're well-positioned to support new applications and emerging markets. At Ideal Tridon, whether it's the performance of our products or the responsiveness of our service, connections are at the heart of what we do.</p> <p>Ideal Tridon Group is pleased to announce that our Flow Connections division is currently recruiting a Customer Service Manager to join our team. The ideal candidate for this position will possess the key skills of strong communicator, a bias for action, and a demonstrated track record of developing teams.</p> <p>Job location: Boyertown PA or Springfield MO</p> <p>Supervisor Responsibilities:</p> <ul> <li>Customer Service Leads (2-3) </li></ul> <p>Duties/Responsibilities:</p> <ul> <li>Oversee the daily operations of the customer service teams across the three locations. This is inclusive of ensuring department milestones/goals are met (or exceeded) and adhering to approved budgets. </li><li>Lead, mentor, and motivate customer service representatives to achieve high performance. </li><li>Monitor and analyze performance metrics to ensure customer satisfaction. </li><li>Report on customer service performance and progress in L10 meetings. </li><li>With the CSR, be the first line handling customer complaints and inquiries. </li><li>Ensure customer satisfaction by providing professional support and promptly resolving issues. </li><li>Develop and implement customer service policies, procedures, and standards, where applicable. </li><li>Train staff in customer service techniques and company policies. </li><li>Onboard new customer service staff and provide continuous development opportunities. </li><li>Coordinate with other departments to resolve issues impacting customer service. </li><li>Make recommendations for changes to products or services based on customer feedback and requests. </li><li>Maintain relationships with key customers and stakeholders. </li><li>Perform other related or additional duties as assigned. </li></ul> <p>Required Skills/Abilities:</p> <ul> <li>Self-motivated individual with keen interest in quickly learning and applying new skills who can follow written/verbal instructions and meet deadlines with minimal supervision. </li><li>Excellent communication skills including active listening. </li><li>Ability to interface in a professional manner with vendors, customers, and employees. </li><li>Ability to react quickly to changing requirements and developments. </li><li>Ability to troubleshoot issues efficiently and able to ask for help when needed. </li><li>Ability to analyze data and make informed decisions. </li><li>Must excel at working in a team environment, as well as being comfortable working individually. </li><li>Must be able to communicate (speak, listen, write) in English as our current business clientele primarily requires doing so. </li></ul> <p>Possess the following attributes as they pertain to our Company Values:</p> <ul> <li>Integrity / Ethics - treat people with respect, keep commitments, inspires the trust of others, and upholds company values. </li><li>Teamwork / Collaboration - balances team and individual responsibilities, exhibits openness to others' views, and contributes to building a positive team. </li><li>Analytical / Problem Solving - collects data; skillfully gathers and analyzes the data </li><li>Planning / Organizing - prioritizes and plans work activities, uses time efficiently, sets goals and achieves objectives. </li></ul> <p>Education and Experience:</p> <ul> <li>Bachelors/Associates Degree in a Business Administration, Customer Service Management, Communications, or related discipline preferred or relevant experience. </li><li>Deep understanding of customer service best practices and industry standards. </li><li>Experience with utilization of ERP systems with the exposure of item availability, pricing, orders, returns, and credits. </li><li>Experience with Macola (ERP) a plus. </li><li>Familiarity with different modes of communication to potential customers including but not limited to: eCommerce, promotions for processes, products, OR programs. </li><li>Proficient level of experience with Microsoft Suite Office (Teams, Excel, Word, Outlook). </li><li>Possess strong analytical skills to define problems, collect data, establish facts, and draw valid conclusion </li><li>Must have excellent interpersonal and written/verbal communication skills. </li><li>Strong planning/organization & time management skills. </li><li>Ability to apply organizational skills and pay critical attention to detail. </li><li>Proven work experience as a Customer Service Manager or similar role. </li><li>Customer service management experience in Manufacturing a plus. </li><li>Preferably 2+ years of experience in a supervisory role. </li><li>3+ years of experience within a customer service role required. </li></ul> <p>Physical Requirements:</p> <ul> <li>Requires physical dexterity to utilize computer equipment with the ability to sit or stand for extended periods of time. </li><li>Must be able to occasionally lift light to moderate weight objects (up to 50 pounds). </li></ul> <p>Please know that the listed salary range is commensurate on experience.</p> <p>Benefits</p> <p>At Ideal Tridon Group and Campbell Fittings, we focus on benefits that cover your health, well-being, family, and future. Our comprehensive suite of Benefit options is offered to make it easier to stay physically, emotionally, and financially healthy. Some of our Benefits include:</p> <ul> <li>Medical/Dental/Vision Insurance </li><li>Company paid Short-Term and Long-Term Disability Insurance </li><li>Company paid Basic Life and AD&D Insurance </li><li>Generous 401(k) retirement plan </li><li>Flexible Spending Account </li><li>Health Savings Account </li><li>Generous PTO </li><li>Company Paid Holidays </li></ul> <p>Campbell Fittings is an Equal Employment Opportunity Employer and complies with all applicable federal, state, and local laws and regulations regarding nondiscrimination. Campbell Fittings does not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.</p>