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Customer Service Manager - Stockton, CA

Stockton, CA, US, 95206

Oldcastle APG
APG West

 

Job ID:  314280

 

Sierra, a CRH company, is a division within Oldcastle APG.  APG is North America’s leading manufacturer and supplier of concrete masonry, dry mix, and hardscape products. With over $2B in sales, APG operates across 36 states and 5 Canadian provinces through a network of over 195 operating locations and more than 6,500 employees.

 

Job Summary

 

Responsible for overall supervision of customer service representatives (CSR) and client relations.  This will include ensuring high satisfaction of customers by training and managing staff effectively.

 

  • Supervise customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Resolve customer complaints or answer customers' questions regarding policies and procedures.
  • Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
  • Discuss job performance with employees to help improve skills and behaviors
  • Review reports pertaining to activities such as order entry, call logs, shipping to verify details, monitor work activities, or evaluate performance.
  • Analyzing information and evaluating results to choose the best solution and solve problems.
  • Work diligently with Operations, Finance and Sales teams to ensure prompt resolution of issues, complaints, or incidents.
  • Other duties and responsibilities related to the nature of the job may be assigned on a temporary or permanent basis as needed

 

Supervisory Responsibilities

 

  • Coach and train customer service representatives on daily assignments, procedures, or process changes.
  • Monitor performance of each contributor of the CSR team and proactively reallocate resources to meet immediate needs.
  • Plan and establish work schedules, assignments, or projects to meet business goals.

 

Requirements 

 

  • High School diploma or GED or equivalent training, experience and education.
  • Minimum 3+ years of experience managing people and leading teams in Customer Service or related field.
  • Excellent interpersonal skills: ability to establish and maintain effective relationships with employees and managers.
  • Excellent communications skills, verbal, written, in-person and by telephone.
  • Strong organizational and problem-solving skills
  • Skilled in Microsoft Office Suite

 

Preferences

 

  • Experience using Lawson Software and Salesforce

 

What CRH Americas 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 Americas

 

CRH Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.

 

Sierra, a CRH company, is a great place to grow! 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 career site. Please complete your online profile which will be sent directly to the appropriate Hiring Manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest in the CRH Americas family!

 

CRH Americas is an Affirmative Action and Equal Opportunity Employer.

 

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

 

Date Posted:  Sep 16, 2021


Nearest Major Market: Stockton

Job Segment: Temporary, Manager, Contract, Management