Customer Service Manager- East

Tyler Union in Anniston, AL is seeking a Customer Service Manager for our Anniston, Greenbrier Rd Facility.  

Tyler Union, a division of McWane, Inc. has a century of success in manufacturing and selling ductile iron fittings, joint restraints, and valve boxes for the waterworks industry. 

This is a salaried position with an excellent benefits package with health, life, dental, and vision insurance, short-term and long-term disability, vacation, and holiday pay.

Take a tour of Tyler Union here.

All candidates offered employment must submit to a drug screen, physical, and background check.  

Job Summary: 

In conjunction with the National Customer Service Manager, coordinate and direct the work of Customer Service Representatives and Order Entry Clerks, concentrating on ensuring all team members are using the same processes. Process improvement, documentation and continuous training are essential to success in this role. Work with the National Customer Service Manager to resolve customer complaints, order errors, and on promoting a positive work environment for all team members.

All job duties must be performed according to ISO requirements and by following established work instructions. 

Responsibilities and Job Duties to be shared with National Customer Service Manager include but are not limited to:

• Assist National Customer Service Manager in creating and monitoring department goals and procedures
• Research and approve credit requests
• Fill in as needed for order entry and Customer Service Representatives
• Lead continuous training/improvement efforts
• Coaching, mentoring and motivating team members to deliver exceptional customer service
• Establish and maintain work instructions for all processes
• Assist Customer Service and Territory Managers with customer complaints
• Monitor Customer Service staff performance to ensure that productivity and error goals are met
• Address department issues and concerns, resolving them promptly and efficiently
• Plan and prepare work schedules and assign employees to specific duties
• Recruiting, supervising and developing new team members
• Monitor and adapt Customer Service to balance work loads

Perform other duties as assigned by Management

Requirements and Qualifications:

• Associates’ or Bachelor degree in business management, marketing, or a related field preferred or an equivalent amount of education and experience.
• Minimum 5 years of related experience in an inside sales/customer service environment.
• Computer skills – Proficient in Microsoft Word, Excel, and Power Point.
• Working knowledge or Microsoft D365 and CRM a plus
• Previous experience leading a team of employees preferred.

Desirable Skills and Abilities:

• Knowledge required to perform this job successfully includes sales and marketing; administration and management; customer and personal service; personnel and human resources; education and training; mathematics; and economics and marketing.
• Skills required to perform this job successfully includes active listening; judgement and decision making; monitoring; speaking; critical thinking; reading comprehension; social perceptiveness; time management; coordination; persuasion; complex problem solving; writing; active learning; instructing; learning strategies; service orientation; systems evaluation; mathematics; and systems analysis.
• Abilities required to perform this job successfully include oral comprehension; oral expression; speech recognition; written comprehension; deductive reasoning; inductive reasoning; information ordering; written expression; and mathematical reasoning
• Work activities for this job include establishing and maintaining interpersonal relationships; communicating with supervisors, peers, and subordinates; communicating with persons outside the organization; resolving conflicts and negotiating with others

Working Conditions:

• This is an office position. A suitable candidate will maintain a positive attitude and work well in a team environment.
• Work activities associated with this job include sitting, interacting with computers; analyzing, processing, gathering, documenting and recording information; making decisions and solving problems; organizing, planning, and prioritizing work; communicating with supervisors.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The work environment is a typical office setting within a heavy manufacturing environment. As necessary, must wear common protective or safety equipment, such as safety shoes, glasses, gloves, hearing protection, and hard hats.