Customer Service Manager, Care

Customer Service Manager

Why Join Us?
At LBB Specialties, we are dedicated to empowering innovation, building meaningful relationships, and fostering an environment where every team member can thrive. As part of our team, you'll work alongside industry experts, contribute to impactful projects, and help drive our company forward in the chemical distribution space. Join us as we bring innovation and growth to the forefront of our industry.

Your Impact
As a Customer Service Manager, you will play a vital role in overseeing the daily operations of the assigned customer service vertical team(s) and managing the entire sales order process, ensuring customer satisfaction through effective issue resolution, performance management, and staff training. This role involves analyzing feedback, addressing escalated concerns, and collaborating with other departments to align customer service efforts with company goals. Your efforts will directly contribute to our company’s success by ensuring customer satisfaction, improving team performance & service quality, and supporting overall company metrics.

Key Responsibilities

1. Overseeing daily operations: Manage the daily activities of the customer service team to ensure smooth, efficient operations and that team is meeting company metrics.
2. Team leadership: Lead, motivate, and develop a high-performing customer service team, providing guidance and support.
3. Issue resolution: Manage escalated customer complaints and complex issues, ensuring timely and effective solutions.
4. Performance management: Monitor and assess team performance through key metrics and feedback and implement corrective actions when necessary.
5. Training and development: Develop and implement training programs to enhance team skills and product knowledge.
6. Customer feedback analysis: Gather, review, and analyze customer feedback to identify trends, areas for improvement, and opportunities for service enhancement.
7. Collaboration with other departments: Work closely with other teams, such as sales, purchasing, logistics & regulatory, to ensure customer needs are met and business goals are aligned.
8. Reporting and metrics tracking: Review team orders daily to ensure they are on time and meeting company metrics.
9. Process improvement: Assess customer service processes to increase efficiency and effectiveness and maintain a culture of continuous improvement.
10. Ensuring quality service: Uphold high standards for customer service and ensure the team adheres to company policies and procedures.

What You’ll Bring

• Bachelor’s degree is preferred in related field and 5+ years of experience.
• Demonstrated expertise in supply chain including international shipments, mentoring & training teams, and leadership experience in driving a culture of change and continuous improvement.
• Strong understanding of MS Suite, ERP systems, Power BI, and ability to quickly learn other software.
• Excellent verbal & written communication skills, time management & organizational skills with ability to manage competing priorities on deadlines, analytical & critical thinking skills and problem-solving skills.
• A proactive, results-driven approach with the ability to work both independently and collaboratively.

Why You’ll Love Working Here

• Competitive Benefits: Comprehensive healthcare, 401(k) matching, and more.
• Flexible Work Environment: Hybrid and remote work options within the U.S.
• Professional Development: Access to learning opportunities and resources to grow in your career.
• Inclusive Culture: Be part of a diverse, collaborative, and supportive team.
• Industry-Leading Impact: Work with top brands in a dynamic field and contribute to meaningful growth.

Additional Information

• Location: Norwalk/Dallas (Hybrid)
• Travel: Minimum travel (10%)
• Work Authorization: Must be able to show evidence of authorization to work in the U.S. without employer sponsorship.

EEO Statement
LBB Specialties is committed to providing equal employment opportunities for all employees and applicants, celebrating diversity, and fostering a supportive, harassment-free work environment.

Disclaimer
This job description is not exhaustive and may be subject to change or additional responsibilities based on business needs.