Customer Service Manager

Own your future and become an employee owner with SJE®. SJE, a 100% employee owned company dedicated to water and wastewater control, markets its products globally under three brands: CSI Controls®, PRIMEX®, and SJE Rhombus®. Offering a broad end to end suite of products and services, including float switches, alarms, control panels, web-based SCADA and integrated systems, SJE is proud to provide innovative products with exceptional customer service. We are looking for the next exceptional employee owner to join the team representing the SJE brands dedicated to serving customers supplying over 40 global markets as a Customer Service Manager in our Detroit Lakes, MN location.

The Customer Service Manager is responsible for providing daily management to the Customer Service Team from staffing, scheduling, performance measurements, to coaching and staff development to ensure productivity in managing incoming calls and other customer inquiries. Key responsibilities include:
*Manage the Customer Service team, focused on responding to inquiries by understanding customer needs and providing timely quotes, order entry, confirmations, and resolving problems
*Challenge and support team members to improve knowledge and skills and create a culture to provide an exceptional customer experience
*Manage the team's use of the Automatic Call Distribution (ACD) system including training, documenting standard work, and effective call management
*Develop and track metrics to be used to improve customer satisfaction
*Collaborate with other departments, such as sales, engineering, marketing, and operations
*Build a strong multi-locational team atmosphere and foster collaboration
*Identify and implement process improvements

The ideal candidate should possess:
*Call center experience as a representative and a manager
*Familiarity with ACD phone systems
*Proven track record of success in a fast-paced environment
*Technical background and strong organization and communication skills
*Experience in the water/wastewater industry
*History working with Reps/Distributor sales channels
*Computer experience using an MRP system and Microsoft Office

SJE offers our employee owners competitive wages, health insurance, full benefits package, opportunities for career advancement, extensive corporate training program, Employee Stock Ownership, 401(k) plans and up to 23 paid days off during the first year.

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