Customer Service Manager Job at The Voluntary Protection Programs Participants'
The Voluntary Protection Programs Participants' Association, Inc, Mattoon, IL, United States, 61938
Overview
About Justrite Safety Group: At Justrite Safety Group, we are a dynamic organization dedicated to protecting people, property, and the planet. Our portfolio collaborates to deliver advanced industrial safety solutions that set the standard for excellence.
As our business grows, we seek top talent to join our team as we revolutionize industrial safety, ensuring every worker returns home safe, every workplace remains secure, and our environment thrives for generations to come.
Our Chemical & Environmental Safety division is a market leader, providing essential products to ensure chemical and environmental compliance across numerous industries. We manufacture equipment for the secure storage, handling, and disposal of hazardous materials, including chemical safety cabinets, spill containment systems, safety cans, safety showers, eyewashes, and chemical labeling items.
The Contribution You’ll bring to this Role: As the leader of our Customer Service team, you’ll manage a dedicated team committed to delivering exceptional service and support in the safety industry. You will guide customer service operations to maintain high responsiveness and effective problem resolution, drive improvements, implement innovative solutions, and collaborate with professionals across the company to uphold Justrite\'s reputation as a leader in safety and protection. You will report directly to the Senior Customer Service Manager and have opportunities for advancement within 3–5 years based on contributions to organizational goals.
About the Team: You’ll join a dedicated Customer Service team focused on delivering exceptional service and support in the safety industry, guiding operations to ensure strong customer relationships and proactive satisfaction. This role offers opportunities to drive improvements, implement innovative solutions, and collaborate with top professionals across the company.
What You’ll Do at Justrite
- Lead the customer service organization, including day-to-day leadership, talent management, and staffing. Establish and mentor to foster strong customer relationships.
- Provide ongoing feedback to team members on customer engagement, outreach, qualification, product positioning, up selling, negotiation, and closing strategies.
- Develop Customer Service Representatives through daily supervision, guidance, and performance management to ensure a cohesive department.
- Provide account management for smaller accounts not assigned to inside sales; contract regularly and deliver sales performance goals as assigned.
- Identify, develop, and drive key performance standards and metrics; develop and implement standard operating procedures for consistency and best practices.
- Collaborate with Regional Sales Managers and Business Development teams to promote customer satisfaction.
- Understand the customer pricing strategy and provide feedback to sales as needed.
- Partner with Marketing and cross-functional teams to ensure information flow, training, and reporting for prospective new business opportunities.
- Monitor sales and increase conversion levels while maintaining overall customer service quality.
- Monitor call handling and trends to maximize service delivery.
- Regularly generate and analyze reports and tracking tools to prepare monthly metrics for review with the team.
- Contribute to continuous improvement initiatives by communicating with key stakeholders and participating in projects.
- Resolve escalated calls and issues by utilizing knowledge and resources, acting as an internal troubleshooter to identify root causes.