Customer Service Manager

Job Purpose (A brief overview of the purpose of the job and why it exists)

Coordinate between the Customer Service team/Operations/Sales and our customers to ensure exceptional customer service is provided on a consistent basis. Must ensure that all capabilities of the company’s computerized order taking, dispatching and truck tracking systems are understood and utilized at all levels of the company to maximize the return on investment. This would include the training of users, timely distribution of management reports and development of benchmarking standards.  Through management of people and assets, maximize operations efficiencies to meet or exceed standards in order to enhance contributions to earnings.  Must be customer driven while balancing operational efficiencies and maximizing profits and to enhance sales of value added products during the order taking process.

Key Job Functions (List the major functions of the job and identify the time spent on each activity on an annual basis) (5-7 main activities is sufficient)

% of Time Spent on Function on an Annualized Basis

1. Develop benchmarking performance reports for measurement of sales activity and operations performance.  Provide on-going training and direction to management to insure continued measuring of performance in all areas.
2. Work with sales department to prioritize jobs/customers to ensure timely delivery daily. Assist  with scheduling and prioritizing next day’s work load to ensure timely delivery.

Manage canceled order report to ensure customers are not inflating yardage. Manage and track IR Report (corrections actions, policies). Manage DOR report. Assist with daily and weekly driver availability. Manage Avochato and 8x8.

3. Assist Operations Department with scheduling and working around scale checks. Assist operations management in developing operational performance reports and understanding equipment, driver and plant efficiency standard created through internal and external benchmarking sources.  Provide on-going training assistance to ensure operations personnel clearly understand the functionality of the customer service solution.
4. Assist with developing annual budgets that are consistent with company sales and service profitability goals and objectives. Staff department with qualified personnel and provide guidance and training to assure meeting or exceeding goals and objectives.
5. Interact closely with:
   1. Customers:  Pre-job conferences, site visits, involvement in resolution of service oriented disputes. 
   2. Sales Dept:  Pre-job conferences, attend sales meetings, accompany sales personnel on customer and site visits.  Train sales personnel on functionality of customer service solutions.
   3. Operations/Maintenance/Quality Control:  Pre-job conferences, equipment readiness and capacities.  Staffing availability of personnel.  Mix design nomenclature and understanding.  Training of operations personnel on functionality of customer service solutions. Work with bulk delivery manager to ensure proper amount of concrete materials are delivered daily.
   4. Information Technology:  To ensure all hardware, systems and solutions are operating at maximum performance.  Assist in training of personnel in utilizing hardware and solutions to provide exceptional customer service.
   5. Executive:  Provide sales, operational and customer performance and benchmarking summaries on regular intervals.  Provide training as needed on systems functionality.
6. Building maintenance and contact with Landlord

15%

40%

20%

10%

10%

5%