Customer Service Manager

Join to apply for the Customer Service Manager - Retail role at IPEX by Aliaxis1 day ago Be among the first 25 applicantsJoin to apply for the Customer Service Manager - Retail role at IPEX by AliaxisJob SummaryWe are seeking a strategic and customer-focused Customer Service Manager to lead our retail support. This role will ensure exceptional service delivery to our retail partners, including home improvement chains, buying groups, and independent retailers. The ideal candidate has strong leadership skills, a deep understanding of retail dynamics, and a background in customer service or sales operations within a manufacturing environment.ResponsibilitiesLead and mentor a team of customer service representatives handling retail accounts in North America.Ability to lead a team through transformation and new system implementation.Monitor team performance and implement KPIs to track order accuracy, response times, and customer satisfaction.Ensure timely resolution of issues related to orders, pricing discrepancies, returns, and delivery.Manage the customer service team by providing direction, goal setting, and performance reviews.Arrange training on products, systems, and processes for continuous growth and improvement.Liaise with Sales to stay updated on market conditions, needs, and challenges.Implement best practices to maximize team efficiency and review customer service resources and processes.Team DevelopmentProvide direction, goal setting, and performance reviews for the customer service team.Coordinate training on products, systems, and processes.Communicate company activities and changes to keep the team engaged.Collaborate with Sales to stay aligned with market needs.Review and improve customer service resources and processes.Resource PlanningEnsure adequate resources are assigned to serve customers efficiently.Hire customer service representatives and administrative staff as needed.Retail Partner SupportServe as the primary escalation point for major retail accounts.Develop strong relationships with retailer customer service teams, buyers, and logistics contacts.Coordinate with Sales, Logistics, and Marketing for retail programs, promotions, and product launches.Process & Systems OptimizationPartner with IT and ERP teams to improve order-to-cash processes.Drive automation and digital tools tailored to retail partner needs.Ensure compliance with retailer-specific standards and SLAs.Retail Analytics & ReportingAnalyze service metrics and retailer scorecards for improvement opportunities.Provide regular service performance updates to leadership.Collaborate on forecasting and planning for inventory and order accuracy.AdministrationManage activities of the customer service team, including dispute lists, credits, and RMA approvals.Enforce best practices for transaction processing.Participate in projects to support company success and seek improvement opportunities.Skills & QualificationsPost-secondary education and/or business management experience.Minimum 5 years of customer service management experience.Advanced experience with SAP environment.Experience with retail customers and understanding of their expectations.Proficiency in Microsoft Office, especially Excel.Strong leadership, administrative, and analytical skills.Positive attitude and ability to foster a productive environment.Excellent communication skills across all management levels.IPEX is committed to providing accommodations for individuals with disabilities during the recruitment process. Candidates can request accommodations by contacting HR at askhr@ipexna.com. #J-18808-Ljbffr