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Customer Service Manager

JOB DESCRIPTION Responsible for managing Customer Service personnel, providing product knowledge training and overseeing product complaints to ensure positive resolution is obtained. Ensures that staff has all necessary information to provide accurate product information to employees and consumers via various media, verbal and written sources. Responsibilities Manage customer service functions Oversee the timely processing and troubleshooting of orders, invoicing, return goods, credits, and EDI processing. Manage technical customer service functions Advise representatives of settlement options. Provide input for resolving complaints litigation. Manage customer service and product information specialist personnel. Responsible for hiring, mentoring, motivating and evaluating associates. Conduct staff meetings and develop training programs to enhance efficiency and production levels. Develop and implement procedures on service enhancement. Develop and document processes to improve customer satisfaction. Establish performance metrics. Interact with all departments Responsible for interacting with other department to ensure guidelines are followed. Interact and improve process with other departments as needed. Requirements Educational requirement is bachelor's degree. At least 5-7 years customer service experience in a call center setting. Comfortable working in a fast-paced environment, multitasking is essential. Industry experience and product knowledge a plus. Knowledge of SAP system preferred but not required. Strong interpersonal, conflict resolution, and written and verbal communication skills. Ability to work effectively in stressful situations. Detail oriented service and mature attitude when dealing with customers. Working knowledge of office software such as: Microsoft, Lotus Notes Benefits: Medical, Dental and Vision Insurance Company Provided Life Insurance Paid Time Off (PTO) Company-paid short-term and long-term disability 401(k) plans Employer-funded pension plan Tuition Reimbursement Pay Range 75,000 to 100,000 per year. About DAP DAP is a market leading manufacturer, innovator and marketer of home repair and construction products including caulks, sealants, spray foam insulation, adhesives, and patch and repair products. DAP is part of RPM International Inc., a $6.1 billion, multinational company with subsidiaries that are world leaders in specialty coatings, sealants, building materials and related services. You will find DAP products in the hands of professional painters, remodelers, builders, and do-it-yourselfers, and in 60,000 retail outlets, ranging from home centers and mass merchandisers to your local hardware, pro contractor channels and paint stores. DAP's eight manufacturing and distribution facilities in the United States of America and Canada service North America and the world. At DAP, we hire the best people and give them a collaborative and rewarding work environment that empowers them to succeed! We support associates in continuous professional growth and collaborate on the steps it takes to get to the next level in their careers. Our associates enjoy a comprehensive benefits package including 401(k) with company match, pension, paid parental leave, competitive health insurance rates, employee stock purchase plan, tuition reimbursement, free wellness programs and more! Learn more about DAP's history, culture and benefits at www.dap.com/careers/ DAP - On the job since 1865.Apply for this ad Online! ....Read more...