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Customer Service Manager

Harrisburg, PA, US, 17110

Pennsy Supply Inc

 

 

Job ID:  413980

 

Pennsy Supply is a CRH company. CRH is the leading vertically integrated supplier of asphalt, aggregates, cement, ready-mix concrete, and paving and construction services in North America. Our 24,100 employees at 1,300 operating locations provide our customers with top-quality, innovative products and services.

 

Summary:

  • Responsible for managing the customer service department, customer engagement, and managing customer satisfaction as an extension of transportation and sales.
  • Working collaboratively with our customers, supporting our goal to always have the right products, at the right time, in the right quantity and of the right quality in the right place.
  • Enables and motivates team to deliver exceptional customer service.
  • Manages team of customer service representatives supporting both internal and external customers reporting to the transportation manager.
  • Provide leadership for the development, planning, and execution of customer service strategies
  • Supports the success of the customer service representative staff and call center incoming and outgoing call volumes.

 

Essential Duties and Responsibilities:

  • Provides oversight to all ordering and dispatching activities, looking after master data and maintaining collaborative partnerships with business partners and customers
  • Supervises the creation and maintenance of credit-tracking log, backlog reports, and other miscellaneous reports as needed
  • Maintains pricing for all lines of business and maintains compliance for auditing purposes per SOX requirements
  • Provides product pricing back-up to accounts receivable as needed
  • Supports customer engagement initiatives, including customer events and meetings
  • Lead meeting planning for customer events
  • Coordinates and/or supports the creation of customer invitations, pamphlets, flyers, and gifts
  • Assists customers with resolution to invoicing and billing discrepancies
  • Reviews customer concerns and/or feedback, provides action plan to resolve problems
  • Handles customer problem resolution and acts as a customer relations liaison
  • Manage customer portal
  • Acts as a coordinator when needed between organization and IT, Sales, manufacturing, and/or transportation to support organizational strategy and goals
  • Acts as POS of coordinator between IT and OpCo to test, identify issues, and get resolutions, Salesforce and Tableau administrator
  • Works with accounts receivable department to research discrepancies on accounts and resolve customer issues
  • Accountable for all quotes processed through Inside Sales team
  • Establish and monitor key performance and baseline measurements to gauge efficiency
  • Lead and champion all strategic initiatives
  • Manage performance and quality of team
  • Maintains and manages customer intel
  • Responsible for pulling, manipulating, and analyzing applicable reports
  • Promote innovation and a continuous improvement culture by supporting and driving efforts across organization
  • Collaborate with other managers and employees to implement continuous improvement initiatives, technology changes, and other initiatives
  • Monitors calls and listens to recordings to ensure appropriate demeanor, technical accuracy, and conformity to procedures is followed by all customer service representatives
  • Monitors productivity of representatives and communicates key data to employees and management
  • Provides leadership to enable the team to understand their roles in the customer service and dispatch strategy
  • Fosters a culture of personal and professional growth through coaching, supporting, and listening to team and others
  • Performs other duties as assigned
  • Directs and oversees the training and quality of activities
  • Adhere to and follow all safety rules and regulations of OSHA/MSHA and Pennsy Supply, Inc. of the MIDA group

 

Other requirements:

  • Must possess strong analytical and interpersonal skills.
  • Knowledge Salesforce and Tableau
  • Comfortable pulling, manipulating, and analyzing reports
  • Preferred knowledge of Command, APEX, and Viewpoint
  • Must possess a strong skillset in the following competencies:  Directing Work, Courage, Driving Engagement, Customer Focus and Managing Complexity
  • Strict adherence to Pennsy Supply, Inc. policies and procedures
  • Regular and predictable attendance.
  • Demonstrate friendly and professional attitude
  • Be a team member and help achieve the common goals of the company.
  • Demonstrated knowledge to lead inside sales and customer engagement
  • Proficient in Microsoft Office
  • Must have ability to work effectively in a high pressure, multi-tasking environment that drive projects forward and meet or exceed deliverables
  • Strong customer service skills
  • Must have experience successfully leading a high performing team that collaborates well, trusts, and respects each other

 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Individuals must possess the following knowledge, skills and abilities to be able to explain and demonstrate that they can perform the essential functions of the job with or without reasonable accommodations, using some combination of skills and abilities. The qualified candidate must be safety-minded, motivated, and possess strong leadership skills.

Education and/or Experience:

Bachelor’s degree or two to four years related experience and/or training; or equivalent combination of education and experience. Proficient knowledge of construction management, sales, and customer service. Professional ethics, tact, and courtesy in dealing with management, team members, vendors and customers. Proficient with Windows, Excel, Word, and PowerPoint.

 

Language Skills   

Must be able to effectively communicate in verbal and written form to employees, management and clients.

 

Reasoning Ability     

Able to identify, define and resolve problems, collect data, establish facts and draw valid conclusions.

 

Stress:

Must have the ability to handle stressful situations as they arise.

Must have the ability to support real time decision making and troubleshooting.

 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

 

Specific vision abilities required by this job include

 

Frequently:

  • Stand
  • Walk
  • Sit 
  • Reach
  • Fine Motor

 

Occasionally:

  • Bend 
  • Kneel
  • Climb
  • Squat
  • Stand
  • Drive
  • Repetitive Motion

 

This position requires an employee to lift:

 

Frequently:

  • 0-10 lbs

Occasionally:

  • 10-25 Ibs

Not Applicable:

  • 25-50 lbs
  • 50-100 Ibs

 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

 

The noise level in the work environment is usually

 

Continuous:

  • Working with others

 

Occasionally:

  • Hot Weather
  • Cold weather
  • Wet Weather
  • Exposed to Noise

 

Not Applicable:

  • Exposed to high heat 
  • Moving Equipment

 

What CRH Offers You

 

  • Highly competitive base pay
  • Comprehensive medical, dental and disability benefits programs
  • Group retirement savings program
  • Health and wellness programs
  • A culture that values opportunity for growth, development, and internal promotion

 

 

About CRH

 

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of large international organization.

 

If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!

 

Pennsy Supply, a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

 

EOE/Vet/Disability--If you want to know more, please click on this link

 

 

 

Date Posted:  May 31, 2022


Nearest Major Market: Philadelphia
Nearest Secondary Market: Harrisburg

Job Segment: Inside Sales, Telemarketing, Manager, Supply, Sales, Management, Operations