Customer service manager

Imperial Brady is a leading North American distributor and solutions provider for cleaning and facility care, foodservice, and packaging. With more than 13,000 employees and a broad supply chain network, we deliver national scale with local expertise. Built on strong customer relationships and deep industry knowledge, we go beyond distribution—delivering Supplies + Support through expertise, service, and a commitment to making every customer touchpoint a plus. #imperialbradyjobs

All correspondence will come directly from Imperial Brady and not a personal email address.

Imperial Brady has a Customer Service Manager role available in Romulus, MI! Join a strong and continuously evolving team that helps our business grow. If you’re looking for your next opportunity, Imperial Brady is a great place to take that next step.

The Customer Service Manager will manage all direct reports and provide direction to indirect reports in the branches. This includes ensuring customer service practices are well established and followed by customer service employees.

You Will:

• Be responsible for organizing training of customer service employees and become competent on the company ERP system while developing sufficient product knowledge via partnership with vendors.
• Direct Customer Service Representatives to recognize sale opportunities when dealing with customers and to improve the customer experience by selling additional items or services as needed.
• Conduct annual reviews, raises, promotions and terminations. Work with human resources regarding hiring, compensation, terminations, performance reviews and issues.
• Answer customer phone calls enter and bill orders. Assist external customers and internal partners with problems relating to shipping, pricing, billing, etc. while providing excellent service.
• Review and audit open order reports monthly. Monitor and minimize open-printed orders weekly. Provide weekly statistics for ‘all orders keyed and finished’ to executive management.
• Prepare and send out daily reports to Customer Service Representatives to allow order management.

You Have:

• Bachelor’s degree in business, marketing, or related; or equivalent experience.
• 5 years of experience managing/supervising customer service personnel in distribution or equivalent industry.
• 5 years of customer service experience within the distribution or manufacturing industry.
• Ability to operate with urgency and meet deadlines.
• Exceptional organizational skills.
• Ability to demonstrate good written and verbal communication and problem-solving skills.
• Experience with data entry while being detail oriented.
• Proficiency with Microsoft Office Suite.
• Ability to cope in a stressful and fast-paced environment.

We offer a dynamic environment for our more than 13,000 employees to work, learn, and grow professionally. We value our people and strive to create rewarding career opportunities by offering competitive salaries and benefits (medical, dental, vision), a 401(k) program with company match, life insurance, a generous paid time off package, educational reimbursement, paid family leave, and adoption assistance. We are excited to invite talented individuals with a passion for excellence to join our team.

Imperial Brady is an EEO Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history, or genetic information, political affiliation, military service, or other non-merit-based factors.

Our company is a Fair Chance employer, committed to providing opportunities for qualified individuals with past justice system involvement. We believe in assessing candidates based on their skills and experience. A conditional offer of employment will be contingent upon the successful completion of a background check, consistent with applicable federal, state, and local laws.

MASSACHUSETTS APPLICANTS:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.