Customer Service Manager

We are Cleveland!

Cleveland Range, is a leading manufacturer and designer of steam cooking equipment. We have a long and proud history of serving the foodservice industry with quality and innovative cooking devices. Our current product offerings include steamers, combination steamer-ovens, kettles, braising pans and specialty application ovens.

The Customer Service Manager leads the customer service organization and drives a customer focused, responsive attitude through to the end user of the market for Cleveland. Manages customer challenges and opportunities through a process-focused approach, following duties personally or through subordinates. Establish best practices and customer satisfaction. Manages, plans and coordinates the Customer Service team to ensure quality, effectiveness, and efficiency meet both the organizational and external sales teams’ (Rep groups and Dealers) goals and expectations.

Major Accountability

• Fosters communication with the production scheduling team to ensure orders are entered and processed timely to meet customer needs. Promote cohesion between the two teams by educating the Customer Service team on production constraints and lead times.
• Maintain / Develop meaningful metrics and ensure goals are met. Sets the strategic direction for the team that aligns with company objectives and creates an environment / culture to exceed customer expectations.
• Lead customer service teams to ensure the execution of sales order entry and order management to meet all business requirements and individual and team goals.
• Provides support and issue resolutions to ensure best-in-class customer service. Identifies and escalates unresolved customer concerns or operational issues to the proper individual or department.
Collaborate with cross-functional teams to identify opportunities for process improvements and implement solutions to optimize customer experience. Specifically, collaborate with the shipping and warehouse personnel to minimize freight costs while balancing on time delivery.

Key Tasks and Responsibilities

• Plans, directs, supervises, trains, and motivates Customer Service Teams.
• Identifies and resolves customer concerns to drive customer-centric culture throughout the organization, emphasizing the importance of customer satisfaction in every decision and interaction.
• Lead customer service group to ensure the execution of sales order entry and order management to meet all business requirements including headcount, budget, accuracy, cost, responsiveness, and timely resolution.
• Fosters continuous Improvement culture to allow the organization to streamline activities and optimize the experience with the customer. Transaction efficiencies with automation, common practices, and eliminating waste as means to drive performance.
• Consistently operate in a manner that aligns to the Company Core Values. DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Specialized Skills, Knowledge, and Abilities

• The individual must have a high sense of best-in-class customer service and the personality to help others.
• Must be flexible and willing to adjust solutions and working hours to customer expectations with a strong sense of urgency.
• Excellent organizational and interpersonal skills with ability to connect and communicate with different audiences.
• Strong knowledge of the Cleveland products, Logistics processes, and QADEE/ERP system knowledge preferred.
• Proficient in the use of Microsoft Office software including Outlook, Excel, Word, PowerPoint, and Teams.

The salary range for the role is $80,000 - $100,000 per year. The Customer Service Manager is a salaried exempt role.

For more company information, visit www.Garland-Group.com

**This position is open to candidates who are authorized to work and reside in the following states: Alabama, Arkansas, Arizona, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Washington, West Virgina, Wisconsin or Wyoming. Due to payroll, tax, and employment law requirements, applicants must be located in one of these states at time of hire.