Customer Service Manager Job at Midland Scientific Inc
Description: Midland Scientific is seeking a highly motivated Customer Service Manager who enjoys the Science industry. We’re looking for somebody who can promote our customer-focused vision throughout the entire Customer Service department.
Midland Scientific is a full-line laboratory distributor headquartered in Omaha, NE. We are proud to be woman owned and veteran operated. We place a strong emphasis on our core values which have brought great success to our company and employees throughout our 45+ years in business. These include:
- Acting with integrity and honesty, earning and nourishing the trust of both our employees and customers
- Innovating and improving our operations wherever possible
- Delivering the highest quality of products and unparalleled service to our customers
Essential Job Functions:
- Direct and oversee all aspects of the Customer Service department's processes, work instructions, and policies.
- Lead a team of 3 Team Leads and 20 Customer Service Representatives.
- Ensure customer issues are handled timely and provide guidance to team in handling difficult or complex customer problems.
- Evaluate the department's workload to determine hiring needs or to find ways to improve the customer experience.
- Assist with the implementation of new customers.
- Establish the department's KPI's and goals and effectively manage the team to achieve those goals.
- Manage the development and growth of the Customer Service team.
- Assist in creating CSR training programs and skills assessments.
- Work with other departments to address customer issues and find resolution. In addition, find ways to be more effective and efficient.
- Must be willing to travel (30%) to our branch locations.
Requirements:
- Bachelor’s degree required
- 2-5 years of leadership/management experience required
- Experience being a Change Agent within an organization
- Excellent communicator and interpersonal skills
- Positive attitude with a customer focused mindset
- Shows initiative and enjoys working as a team
Job Type: Full-time
Pay: $75,000.00 - $100,000.00 per year
Schedule:
- Monday to Friday
Work Location: One location
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