Customer Service Manager

Job Description

Job Description

Customer Service Manager based out of Grand Rapids, MI

Company Overview:

Sparks-Mol, is the OEM and Distributor/Reseller Division of Belt Power, LLC., the nation’s leading fabricator specializing in conveyor system solutions for the processing, manufacturing, and material handling industries. We are committed to delivering high-quality, value-added, and innovative solutions that are precisely engineered to meet our customers’ unique needs. Our comprehensive product line includes a wide range of conveyor belting, drum motors and rollers, belting accessories, and conveying equipment components.

Job Summary:

The Customer Service Manager at Sparks-Mol will be responsible for leading and managing the customer service operations. This role focuses on delivering exceptional customer experience, driving sales performance, and fostering a high-performance team environment to support business growth and customer satisfaction.

Responsibilities:

• Customer Relationship Management:
  • Build and maintain strong relationships with key customers and stakeholders.
  • Serve as the escalation point for complex customer issues, ensuring timely and effective resolution.
  • Analyze customer data and feedback to identify trends and implement improvements.
  • Drive initiatives to enhance customer satisfaction, retention, and loyalty.
• Customer Service Strategy:
  • Develop and implement strategies aligned with company goals to enhance customer service effectiveness.
  • Establish and maintain service standards, policies, and procedures to ensure consistent, high-quality customer interactions.
  • Collaborate with cross-functional teams (Sales, Marketing, Operations) to align efforts and drive results.
  • Monitor industry trends and customer feedback to identify opportunities for innovation and improvement.
• Budgeting and Resource Management:
  • Develop and manage the department’s budget, ensuring efficient use of resources.
  • Monitor expenses and identify cost-saving opportunities without compromising service quality.
• Technology and Systems:
  • Evaluate and implement tools (e.g., CRM systems, live chat platforms) to improve efficiency and customer experience.
  • Stay current with emerging technologies and recommend solutions to enhance operations.
• Leadership and team Management:
  • Lead, coach and motivate a team of customer service representatives.
  • Set clear performance goals and provide regular feedback and development opportunities.
  • Conduct team meetings to align on objectives, address challenges, and share best practices.
  • Foster a positive and collaborative work environment to encourage teamwork and employee development.
  • Address and resolve team conflicts or performance issues as needed.
• Performance Measurement Reporting:
  • Define and track key performance indicators (KPIs) for the department.
  • Analyze metrics such as response time, resolution rate, and customer satisfaction to identify areas for improvement.
  • Prepare and present performance reports to senior leadership, highlighting trends and actionable insights.
• Training and Development:
  • Identify skill gaps and develop training programs to enhance team capabilities.
  • Lead training sessions on customer service best practices, product knowledge, and communication skills.
  • Provide ongoing coaching and support to ensure continuous improvement and professional growth.
• Respect, protect, support, company culture.
• Observe all prescribed safety rules and regulations.
• Required to wear Personal Protection Equipment (PPE)
• Always represent Belt Power in a professional manner.

Requirements:

• Bachelor's degree in business administration, management, or a related field (or equivalent work experience).
• Strong leadership and team management skills.
• Strong communication and interpersonal skills.
• In-depth understanding of customer service principles.
• Strong problem-solving abilities.
• Proficiency in CRM systems and related technologies.
• Ability to work under pressure and resolve customer escalations effectively.
• Adaptability to evolving business needs and priorities.

Desired Characteristics:

• Demonstrates leadership skills; has the ability to direct and empower others to complete tasks, support initiatives, and create a sense of unity.
• Ability and desire to quickly learn new processes and systems.
• Reliability, integrity, accuracy, positive attitude, organized, proactive, and adaptable.

Physical Demands:

The Customer Service Manager may lift and / or move up to 50 pounds and will require manual dexterity and strength in arms and feet to manipulate equipment controls. Tools, and other items used to make adjustments and/or minor maintenance. Will use hands, arms, back, and shoulders to handle, installs, position, move items, and manipulate other objects. Could be in a sitting, standing, bending, kneeling, or sitting position for long periods of time.

Work Environment:

While performing the duties of this position, the Customer Service Manager will be regularly exposed to working near moving and mechanical parts and equipment. The noise level in the work environment can be loud.

Position Type and Expected Hours of Work:

This is a full-time position in office, shop, and at the customer site. Typical workdays and hours are Monday through Friday, 8am to 5pm. Frequent overtime hours, and weekend work may be required.

Pay Range: $75,000 - $90,000