Customer Service Assistant Manager

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Customer Service Assistant Manager

@ Stuller

The Customer Service Assistant Manager position requires the ability to provide the perfect customer experience for internal and external customers. The primary description of these interactions is: to ensure that all associates hired for the customer service position is properly and thoroughly trained on all customer service procedures and policies to perform their job duties. The Customer Service Assistant Manager will assist with managing tasks on the team: Live chat, Cases, Chatter and Callbacks. Stuller is looking for a candidate that is a logical problem solver, with a strong understanding of the importance of developing a team of associates that could provide excellent experiences to our customer base.

Applicants should be comfortable regularly speaking to customers over the phone and through email and in front of an audience in a professional manner. Our ideal candidate is passionate about helping our customers and Representatives resolve issues and find a resolution to all issues.

Essential Duties & Responsibilities:

  • Manage daily tasks: Live Chat, Cases, Chatter and Callbacks
  •  Prepare and update training materials, train new hires and refresher courses to existing associates
  • Provide department with current updates
  • Coordinate and plan training associates on innovative programs and procedures
  • Prepare training room, all materials, and reference binders
  • Works with others to lead, facilitate, contribute to and/or influence the achievement of common goals
  • Seek to capture customer information and record into customer relationship management system
  • Participate in required Stuller sponsored trainings
  • Assist with questions from Customer Service Representatives
  • De-escalate customers issues
  • Plan activities for team (Birthdays, Work anniversaries, etc.)
  • Assist manager with interviewing potential candidates


Qualifications:

Skills:

  • Excellent verbal and written communication skills
  •  High level customer service skills
  •  Strong interpersonal skills
  • Strong problem-solving skills
  • Ability to multi-task while working with customers

Qualities:

  • Vibrant personality with the ability to connect with customers
  • Integrity in business practices and when working with others
  • Hunger for continuous improvement personally and professionally

Experience:

  • Windows Operating System
  • Ability to work independently and within a team environment
  • Excellent written, listening, and verbal communication skills
  • Ability to make decisions, communicate effectively utilizing telephone, email, or one on one conversation
  • Comfortable speaking and teaching in front of small and large groups
  • Flexibility with work schedule, tasks, and assignments
  • Ability to catch on quickly and retain information for order processing and customer fulfillment
  • Proficient in order entry skills, recording customer information and product ordered in ERP system
  • Computer keyboarding, navigation of web-based applications, and basic math skills
  • Discretion and confidentiality essential
  • Must be able to maintain composure and handle high stress situations
  • Requires a High School Diploma or equivalent GED, with a background in a Customer Support role and/or technical support role


How to Apply:

Apply online at www.stuller.com/careers

Visit Site to Apply

Location: Lafayette, LA
Date Posted: May 20, 2021
Application Deadline: June 21, 2021