Customer Service Manager

Customer Service Manager

Nonn\'s has been a trusted name in flooring and interior finishes for over 40 years, known for our commitment to quality, value, and exceptional service. We\'re looking for a Customer Service Manager to lead the service department at our Springfield Corners location (near the intersection of Highways 12 and 19 north of Middleton). This key leadership role reports directly to the President and is responsible for managing a high-performing team and ensuring a smooth, positive customer experience from start to finish.

Essential duties and responsibilities include the following. Other duties may be assigned:

• Direct and assist in the daily performance of customer service and technical support.
• Field complaints and questions regarding customer service issues.
• Communicate with department heads to ensure coordination of activities such as sales, installation, accounting and purchasing.
• Oversee service support staff and technicians.
• Oversee training of technicians and cross-training of service support staff.
• Participate in establishing technicians\' work schedules.
• Ensure that the schedules are correctly implemented and that jobs are assigned effectively and completed properly.
• Consult with specific department personnel to verify availability of parts to ensure quality and timely service calls.
• Verify billing is processed immediately and accurately.
• Understand and communicate credit/collections guidelines.
• Work with accounting department to resolve customer payment problems.
• Conduct timely and constructive evaluations, coaching conversations and discipline with direct reports.
• Hire any vacant positions within the department and provide new hire orientation and training.
• Create and analyze data and reports to improve department operations and procedures and create communication and training curriculum for these improvements.
• Report findings and recommendations to leadership team.
• Follow and enforce all safety policies and procedures; initiate and lead safety meetings.

Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supervise service department associates. Set goals for performance and deadlines in ways that align with company\'s plans and vision. Organize workflow and ensure that employees understand their duties or delegated tasks. Provide mentoring, performance coaching, and discipline as needed to ensure employee engagement and job success.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• 5+ years of customer service experience in the service industry, preferably in construction, remodeling or home goods.
• 3+ years of experience leading teams.
• Previous work experience reviewing technical data.
• Previous work experience using Microsoft Office applications as a daily requirement.
• Previous work experience using a CRM application, preferably related to the construction industry.
• Ability to lift up to 20 pounds without restriction and on a regular basis.
• Ability to communicate in English both verbally and in writing for training and project updates and to independently handle external and internal requests.
• Math skills acquired through high school diploma or equivalent to understand bids and measurements, calculate fractions and percentages, convert square feet and square yards, and understand basic financial transactions.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Ability to sit at computer monitor for long periods throughout the day.
• Must possess the ability to stand for long periods of time; to reach with hands and arms; to move among and between offices; to handle mail and documents; to sit, stoop, kneel and crouch; to lift and move up to 20 pounds; to see well enough to discern differences in quality of documents and files.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• General working conditions
• May have to meet tight deadlines
• Warehouse and office environment

Our benefits include:

• Health Insurance (Medical, Prescription, Dental, and Vision)
• Life Insurance
• Paid Holidays and Time Off
• 401(k) Plan with company matching

Artisan Design Group is committed to a policy of equal employment opportunity for applicants and employees. It is the policy of Artisan Design Group to apply recruiting, hiring, training, promotion, compensation, and professional development practices without regard to actual or perceived race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, age (40 or older), disability or certain classifications based on genetic information, or any other characteristic protected by federal, state or local laws, regulations or ordinances. We are committed to helping individuals with disabilities participate in the workforce and ensuring equal opportunity to apply and compete for jobs. If you need any assistance at any point in the application or hiring process due to a disability and you need accommodation, please email Accommodations@adgus.net . Please do not use this email address for any other questions. Only inquiries regarding accommodations will be addressed.