Customer Service Manager Job at DW Distribution in DeSoto

D.W. Distribution, an SBP brand is currently hiring for a Customer Service Manager. The Customer Service Manager supervises, and coordinates activities of the customer service representatives engaged in handling service orders, customer issues, and maintaining the pricing structure. The Customer Service Manager provides hands-on leadership, leading the department while maintaining profitable relationships with customers on behalf of the company by taking personal and complete responsibility for each customer contact and by ensuring that all customer requirements are completely met.

ESSENTIAL FUNCTIONS

Department Leadership

· Helps lead and direct pricing strategies that align with company goals as well as the customer value proposition.

· Recommends corrective services to adjust customer complaints.

· Determines work procedures, prepares work schedules, and expedites workflow.

· Studies and standardizes procedures to improve efficiency of subordinates.

· Lead, coach, and manage the CSR team, providing training, development, and performance feedback.

· Establish and maintain Standard Operating Procedures (SOPs) within the department.

· Monitor call quality and ensure adherence to company policies, pricing models, and service standards.

· Maintain harmony among workers and resolve grievances as needed.

· Support cross-training between Millwork and Building Material teams.

· Responsible for guiding our customer service team to deliver an outstanding and consistent customer experience.

· This role is a hands-on leadership position, ideal for an individual who excels at developing people, improving processes, and fostering a culture of accountability, positivity, and professionalism.

· The Customer Service Manager is responsible for ensuring that every customer feels valued and supported, while empowering the team with the tools, training, and mindset needed to succeed.

· The Customer Service Manager will lead the development and implementation of standard operating procedures (SOPs) to enhance efficiency, streamline workflows, and elevate customer service. This hands-on leadership role is ideal for someone who thrives on developing people, optimizing processes, and fostering a culture of accountability, positivity, and professionalism.

Customer Service

· Manages inbound and outbound phone calls professionally, efficiently and with good communication skills.

· Understands and appropriately uses corporate pricing systems to create profitable sales.

· Serve as a customer-facing leader and point of escalation.

· Manage orders taken by phone and email, ensuring accurate entry into the order management system in a timely manner.

· Ensure consistency in customer experience across all platforms and touchpoints.

· Address customer questions, complaints, and concerns promptly, ensuring satisfactory resolution.

· Present and discuss company products and services in a manner that reflects quality, integrity, and customer focus.

· Collaborate with internal departments to meet customer needs, deadlines, and service expectations.

· Review quotes and orders for accuracy and confirm costs with vendors for special orders.

Sales and Marketing

· Supports customer sales through service, education, and effective problem solving.

· Make outbound calls as needed to support customer needs and fill truck routes.

· Collaborate with Sales, Marketing, Purchasing, Transportation, and Operations to drive revenue growth.

General/Administrative

· Supports the company vision and mission and demonstrates the corporate core values in all professional activities.

· Comply with OSHA safety requirements and company work rules.

· Compiles and maintain all required paperwork, records, documents, etc.

· Utilize ERP, Webex, and e-commerce platforms effectively.

· All other duties as requested by management

· 30% travel required.

Qualifications

Education and Certification

· Bachelor’s degree in business related field required.

· 5 years of inside sales experience may be substituted for educational requirement.

Knowledge and Experience

· Minimum of 5-10 years of customer sales experience.

· Minimum of 5 years of leading a sales team.

· Experience in a call center environment is highly preferable.

· Knowledge of the building supply and millwork industry is highly preferable.

· Proficiency in ERP systems, Microsoft Office Suite, and CRM/e-commerce platforms.

Specialty Building Products is the leading distributor of specialty building products in North America.SBP operates under the brands U.S. LUMBER, Alexandria Moulding, REEB Millwork, DW Distribution, Millwork Sales and Amerhart. We serve 45 states in the U.S. and 8 provinces in Canada from over 40 locations.Here at SBP we are a people first organization, our team is built upon strong culture and standards for success. We value your perspective and want to learn more about you with a commitment to laying the foundation for you to build a successful career with us. Join us and EVOLVE your future at Specialty Building Products!

Being a part of SBP you will be eligible for many benefits. Full-Time benefits would include:

• Medical, Dental, Vision given on the 1st of the month following 30 days of employment

• Company-Paid Life Insurance & Disability

• 401(k) with Company Match

• Company-Paid Time Off

• Paid Holidays & Floating Holidays

• PLUS, ADDITIONAL PERKS!

Serving our communities:

We are also committed to our core value of “using our influence to have a uniquely positive impact” on the people that we touch. Through our initiatives we encourage and incentivize our employees to aid fellow employees in need and to better serve our communities and the people we directly influence.

We are proud to have the best team in our industry. We have experienced a tremendous amount of growth as a company. This growth has served not only our customer base but has also provided significant opportunities for advancement amongst our employees

D.W. Distribution is an equal opportunity employer. It is our policy of D.W. Distribution not to discriminate in hiring and employment on the basis of race, color, religion, national origin, sex, disability, age, military status, genetic information, or other protected class status in accordance with all applicable federal, state, and local laws.