Manager, Customer Service

<Strong>At Masonite, we understand that people are key. We are a composite of diverse people who come together by showing support and respect to one another. We continuously strive to improve both our products and our customers’ experiences. This drive leads us to revolutionize the door industry and help people walk through walls.</Strong>

Lake, Charles LA (LMW)

Masonite Careers

<div class="elementor-element elementor-element-8e366bd color--green elementor-widget elementor-widget-heading" data-id="8e366bd" data-element_type="heading.default">OUR CULTURE:</div> <div class="elementor-element elementor-element-7677bec elementor-widget elementor-widget-text-editor" data-id="7677bec" data-element_type="text-editor.default"> <div class="elementor-widget-container"> <div class="elementor-text-editor elementor-clearfix"> <div class="elementor-element elementor-element-5205513 elementor-widget elementor-widget-text-editor" data-id="5205513" data-element_type="text-editor.default"> <div class="elementor-widget-container"> <div class="elementor-text-editor elementor-clearfix"> <p style="margin-top: 0in;"><span style="font-family: 'Segoe UI',sans-serif;"><br />At Masonite, we understand that people are key. We are a composite of diverse people who come together by showing support and respect to one another.</span></p> <p style="margin-top: 0in; box-sizing: border-box; margin-bottom: 1rem;"><span style="font-family: 'Segoe UI',sans-serif;">We hire people that demonstrate integrity under pressure. Integrity is at the foundation of everything we do. It is in each door we make, in our commitment delivery and in our honest and sincere communication.</span></p> <p style="margin-top: 0in; box-sizing: border-box; margin-bottom: 1rem;"><span style="font-family: 'Segoe UI',sans-serif;">Our employees are flexible, versatile and resilient. Our ability to weather any storm, to bend without breaking, is what allows us to hear the knock and open the door with confidence, no matter what&rsquo;s on the other side.</span></p> <p style="margin-top: 0in; box-sizing: border-box; margin-bottom: 1rem;"><span style="font-family: 'Segoe UI',sans-serif;">We hold the door open for each other and for new ideas. We want everyone to freely contribute ideas and add value, so we are positive and encouraging. This collaborative environment is what makes Masonite a transparent, fair company- one that doesn&rsquo;t hide behind closed doors.</span></p> <p style="margin-top: 0in; box-sizing: border-box; margin-bottom: 1rem;"><span style="font-family: 'Segoe UI',sans-serif;">This drive leads us to revolutionize the door industry and help people walk through walls.</span></p> </div> </div> </div> </div> </div> </div> https://www.masonite.com/

keywords: position summary,management,leadership,administration,quality assurance,motivate,logistics,knowledge,skills,education,experience

Full time

Overview: The Customer Service Manager is responsible for leading a team of Customer Service professionals located in our manufacturing plant. <br /><br />This position is accountable to provide Customer Service leadership to exceed Customer expectations; grow and develop their employees; execute the business plan, and improve efficiencies through process improvement and innovation. <br /><br />This position requires excellent problem-solving, analytical, interpersonal, communication, and customer service skills. The Customer Service Manager reports directly to the Plant Manager.
Responsibilities: <ul> <li>Accountable for the overall management of the <span class="WFV2">Customer&nbsp;Service</span> team, including but not limited to selection, on-boarding, training <span class="WFV2">&amp;&nbsp;development,</span> performance management, salary recommendations, <span class="WFV2">employee&nbsp;relations,</span> demonstrating leadership and modeling coaching behaviors.</li> <li>Administer <span class="WFV2">company&nbsp;policies</span> and procedures as they relate to Order Entry, Customer Service, <span class="WFV2">Logistics,&nbsp;Warranty</span> and Returns</li> <li>Establish <span class="WFV2">relationships&nbsp;and</span> communicate with customers at various levels</li> <li>Maintain appropriate coverage and support to service our Customers and exceed their expectations</li> <li>Provide <span class="WFV2">senior&nbsp;management</span> with regular reports on status of performance and projects</li> <li>Motivate the&nbsp;customer service team to work effectively and efficiently, creating standardization within the team and sharing best practices across teams</li> <li>Set department targets and goals and be responsible to meet or exceed these goals</li> <li>Interact with <span class="WFV2">several&nbsp;departments</span> such as: Logistics, SIOP, IT, Purchasing, <span class="WFV2">Accounting,&nbsp;Operations</span> and Sales to ensure all orders can be shipped on time and&nbsp;complete</li> <li>Lead initiatives to cultivate the growth and development&nbsp;of the Customer Service team through strategic planning and superior Customer Service</li> <li>Member of the Plant Leadership Team and the&nbsp;Residential Customer Service Leadership Team</li> <li>Ensure ongoing Sarbanes Oxley (SOX) compliance</li> <li>Follow&nbsp;all Company related safety/environmental rules and regulations</li> <li>Act as focal point for customer communications through customer service personnel, order management, order-fulfillment, back-order discrepancies, customer complaints, understanding business priorities</li> <li>Anticipate reactions of people to change in systems and business plans and plans accordingly</li> <li>Recognize own/teams reactions to change process</li> <li>Identify early successes to maintain momentum; implement communication plan</li> </ul>
Requirements: <ul><li>Extensive knowledge of Customer Service concepts and best practices</li><li>Ability to foster a common vision which supports the organizations goals; perseverance necessary to focus on, and achieve long-term objectives; capability to orchestrate continuous change.</li><li>Demonstrated ability to understand complex business issues and to provide appropriate, effective, technical solutions</li><li>Anticipates Customer needs accurately by leveraging the voice of the Customer</li><li>Quickly establishes and maintains credit-ability with customers</li><li>Proven success in building and leading teams, collaborating cross-functionally and managing diverse thinking</li><li>Bachelor’s Degree preferred</li><li>A minimum of 6 years of related experience (at least 2+ years of supervisory/management experience REQUIRED)</li></ul>