Background
Pelsis is the world's leading manufacturer and provider of products and solutions to the global pest control industry. It develops leading brands for commercial and retail customers, delivering innovative pest control and garden care products to a global customer base.
Leading brands – Our reputation is built on leading brand heritage, developed with extensive knowledge of our customers and markets and supported by experts in each field. Many of our brands have a number one market position and are built on a reputation of high-quality products and support services, alongside innovative new products and services developed to meet ever-changing trends and needs. We continually work to develop our brands and products to support our distributors and customers across our territories.
Leading products – Customer insight is at the heart of our product innovation program, allowing us to develop world class products designed with sustainability, serviceability, design and quality in mind. Our close working relationships with customers is key to our product development ethos, giving us insight into their needs and those of end-users and consumers.
Job Summary
We are seeking a dynamic and results-driven Customer Service Manager to lead and optimize our Customer Service team in Jackson, GA. The ideal candidate will possess exceptional leadership, communication, and problem-solving skills, along with a keen ability to analyze customer trends and drive continuous improvement in the customer experience. This role is critical in ensuring seamless communication with customers, processing domestic and international orders, and collaborating closely with internal departments to meet and exceed customer expectations. The Customer Service Manager will also play a key role in developing strategies to improve customer satisfaction, team performance, and process efficiency.
Responsibilities
- Lead and mentor the customer service team to achieve key performance metrics and enhance customer satisfaction.
- Develop and implement customer service strategies to optimize order processing and complaint resolution.
- Oversee and process domestic and international orders, ensuring accuracy and timely fulfillment.
- Manage the approvals process for discounts, promotions, samples, and returns in collaboration with Sales and Finance teams.
- Liaise with logistics and carriers to ensure accurate delivery information, such as Proof of Delivery (PODs) and Estimated Time of Arrival (ETAs).
- Coordinate with cross-functional teams, including Sales, Operations, Shipping, and Finance departments, to provide comprehensive support and resolve customer issues.
- Manage and issue credits, refunds, and returns as needed.
- Continuously analyze customer feedback and data to identify areas for service improvement.
- Ensure accurate, efficient processing of customer orders and provide timely communication regarding order status and inquiries.
- Handle escalated customer complaints, providing timely resolutions and escalating to management when necessary.
Key Accountabilities
- Ensuring customer issues are addressed efficiently and customer satisfaction is maintained.
- Maintaining outstanding customer service standards, ensuring all customer interactions are handled professionally and courteously.
- Developing a deep understanding of product ranges to offer product advice, guidance on selection, and technical support.
- Training and developing the customer service team, ensuring they are equipped with product knowledge and service skills.
- Monitoring team performance to ensure accurate order entry and professional handling of customer inquiries.
- Ensuring timely responses to all customer queries and proactively addressing potential issues.
Candidate Requirements:
- Leadership skills with proven ability to manage and motivate a team in a high-paced environment.
- Proficiency in Microsoft Office applications (Word, Outlook), with experience in D365 & SAPB1 being highly desirable.
- Attention to detail and the ability to manage multiple priorities while meeting deadlines.
- A proactive approach to problem-solving, with a focus on continuous improvement and customer satisfaction.
- Strong communication skills for effective interaction with both customers and internal teams.
- Familiarity with carrier tracking systems via the internet is preferred.
- Experience in customer service within a product-based industry is a plus.