Customer Service Manager

Job description

The Customer Service Manager is responsible for all sales job duties, from generating leads to closing sales. Duties and responsibilities include working closely with customers to determine their needs, answer their questions about our products and recommend the right solutions. You should be able to promptly resolve customer complaints and ensure maximum client satisfaction. To be successful as a Customer Service Manager, you should stay up to date with product features and maintain our store’s visual appearance in high standards. Ultimately, the duties of a Customer Service Representative are to achieve excellent customer service, while consistently meeting the store’s sales goals.

Primary Responsibilities

• Ensure high levels of customer satisfaction through excellent sales service
• Assess customers’ needs and provide assistance and information on product features
• Remain knowledgeable on products offered and discuss available options
• Respond to customer inquiries in an expeditious manner. (calls, texts, emails, etc.)
• Process POS (point of sale) purchases
• Actively seek out customers in store
• Welcome customers to the store and answer their questions
• Maintain in-stock and presentable condition assigned areas
• Handle returns of merchandise
• Build productive trust relationships with customers
• Comply with inventory control procedures
• Creating Bill of Materials for fabrication orders
• Transfer of inventory in the computer system
• Receiving product into the system for inventory purposes
• Develop proficiencies in our operating system with invoicing, sales orders, and quoting. (NetSuite)
• Assist in daily close out as required.
• Support the Outside sales team.
• Grow your product knowledge.
• Help maintain facility, showroom, and displays to provide a positive customer experience.
• Assist with inventory counts.
• Contribute to inventory integrity
• Work with high profile customer. Builders, masons landscapes on their hardscaping, lighting, turf, needs.
• Assist in developing Customer Service representatives
• Collect and provide industry intel as directed.
• Assist and support promotional marketing events as required.
• Operate within company policy and submit reports as requested
• Perform duties as requested by your supervisor
• Operate with FORTITUDE: Fun, Optimisms, Respect, Teamwork, Integrity, Trust, Unity, Drive, and Empowerment

Minimum Job Qualifications

• High school diploma or equivalent
• Experience working in the hardscapes industry 1 year (preferred)
• Retail Associate & Cashier experience 1 year (preferred)
• Basic understanding of sales principles and customer service practices
• Proficiency in English
• Bi-lingual, Spanish speaking strongly preferred
• Basic Math skills
• Hands-on experience with POS transactions
• Familiarity with inventory procedures
• Solid communication and interpersonal skills
• A friendly and energetic personality with customer service focus
• Forklift and equipment operation experience is a plus
• Computer knowledge is a plus
• Must be 18 years of age

Other Skills and Abilities

Physical Demands:

• Ability to routinely lift 50 - 75 lbs. without assistance
• Standing/walking continuously
• Stooping/bending continuously
• Twisting continuously

Work Environment:

This position works in a retail storefront that sells landscape materials to contractors and homeowners. Sales associates work outdoors in the elements rain or shine. Conditions can be dusty due to the product we sell.

Position Type/Expected Hours of Work:

Full-time position

Schedule:

• 8-hour shift
• Holidays
• Weekend availability

Benefits

Medical

Dental

Vision

401k

HSA