Resolution Technologies
http://www.resolution-tech.com/wp-content/uploads/2016/10/restech200x200.jpg
http://www.resolution-tech.com
http://www.resolution-tech.com
true
Lawton Dean
Manager, Customer Service
60 Almajack Blvd Shenandoah, GA 30265 US
Posted: 04/23/2025
2025-04-23
2025-06-23
Job Number: 3001
Job Description
Manager, Customer Service
Job Summary (Purpose of Job):
Customer Service Manager Responsibilities:
RESPONSIBLE FOR:
Key Skills / Characteristics
Key KPIs
FORUMS (NETWORK OF INTERACTION)
External:
REQUIRED KNOWLEDGE & EXPERIENCE
Job Summary (Purpose of Job):
- Manages all aspects of the customer experience related to the company’s parts operations.
- Monitor CRM cases and take ownership of escalated cases which are to be kept to a minimum.
- Take ownership of CRM dashboards and department display monitor. Ensure details are relevant.
- Prepare weekly CRM reports for Senior Management.
- Review dealer Machine Down orders daily and provide direction for team updates to dealers.
- Prepare and conduct bi-annual associate reviews.
- Prepare and deploy associate Performance Improvement Plans on an as-needed basis.
- Prepare and deploy associate training based on current skill set and high-performance potential.
- Conduct daily huddles and bi-weekly open forum associate meetings.
- Conduct regional Zoom/Teams meetings with dealer parts staff for training, understanding concerns, and making recommendations for internal improvement.
- Work with warehouse and cross-dock teams to expedite critical dealer orders from receipt to shipping.
- Manage internal dealer return and shipment discrepancy process with a focus on timely processing and issuing of dealer credit.
- Manage inbound direct delivery program (Supplier to Dealer).
- Manage depot-to-depot transfers with internal teams (Supply Chain/Logistics)
- Participate in sales promotion activities as needed
Customer Service Manager Responsibilities:
RESPONSIBLE FOR:
- Recommendations for staff-level changes.
- Mentoring and training of new and existing staff.
- Team building.
- Internal and external dealer correspondence.
Key Skills / Characteristics
- Sense of Urgency at a high degree
- Positive attitude and disposition
- Customer First focused approach and willingness for direct internal/external communication
- Strong focus on and attention to detail
- Strong communicator in a multi-cultural environment setting.
- Team player who displays willingness to assist in any circumstance.
- Microsoft Office suite with Excel intermediate to expert skills.
- Microsoft Dynamics experience (preferred)
Key KPIs
- CRM case management
- 100% of CRM cases answered in 2 hours, and 90% closed in 72 hours.
- Staff development and retention.
FORUMS (NETWORK OF INTERACTION)
External:
- Client CEO, VP, Service Manager, Parts Manager
- All other departments in
REQUIRED KNOWLEDGE & EXPERIENCE
- 5+ years of practical working experience in customer service-related roles.
- Experience managing customer service-related teams.
Job Requirements
Customer service,management,dynamics
Meet Your Recruiter
Lawton Dean
Technical Recruiter
Share This Job:
Related Jobs:
Login to save this search and get notified of similar positions.About Shenandoah, GA
Ready to take the next step in your career? Explore our job opportunities in and around Shenandoah, Georgia, where charming small-town vibes meet incredible growth opportunities. Nestled in the picturesque landscape of the Peach State, Shenandoah boasts a thriving economy, vibrant arts scene, and delectable Southern cuisine. From the historic Shenandoah National Park to the renowned High Museum of Art in nearby Atlanta, this region is brimming with culture and adventure. Join us in Shenandoah, where you can have a fulfilling career while enjoying the relaxed Southern lifestyle that Georgia is famous for. Start your job search today and embark on a new chapter in this enchanting region.