Supervise day-to-day operations in the Customer Service Department.
Essential Duties and Responsibilities include the following. Other duties may be assigned:
Assess and assign workload to Customer Service Representatives
Hire and train new customer service personnel
Complete reviews and targeted development plans for Customer Service Representatives
Communicate with customers to resolve escalated customer service issues, concerns, or complaints
Convey customer messages to internal departments: Sales, Purchasing, Quality, Operations, and Accounting
Negotiate ship dates, order quantities and pricing with customers as needed to ensure mutual success
Create effective customer service procedures, policies, and standards.•
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
Assist sales in customer visits and presentations.
Stay informed on the latest industry techniques and methods.
Support Company initiatives and communicate changes in policies with customers.
Encourage, develop and build strong relationships with both internal and external customers
Travel required up to 30%
Occasionally lift and/or move up to 25 pounds.
Directly supervises 2-3 employees in the Fortress Door Company Sales Department.
ERP experience required.
Internal Number: Requisition #: 20191120
About Fortress Door Company
The Lester Group is a diverse company offering contractor and retail based home centers, rental properties and real estate, and forest products in Virginia, North Carolina, and West Virginia.
Holdings include four full service building materials stores serving the needs of professional builders, contractors, re modelers and homeowners in four major Virginia markets. The company also has a rigorous residential and commercial real estate portfolio and over 18,000 acres of timberland and a door manufacturing plant.