Customer Service Manager

We are seeking a hands-on Customer Service Manager with a strong focus on e-commerce operations to lead our small but dedicated team. The ideal candidate will be adept at order processing, resolving customer issues efficiently, and utilizing technology platforms like Salesforce and Oracle to enhance customer service.

Key Responsibilities:

• Lead a team of 3-4 specialists in order processing and customer service, overseeing all customer interactions and transactions.

• Manage key performance indicators (KPIs) to drive continuous improvement in order processing times, call response times, case management, and discrepancy resolution.

• Ensure accurate pricing, address billing issues, and handle mis-shipments promptly.

• Fulfill requests for catalogs, brochures, and safety data sheets (MSDS) as needed.

• Handle collections and discrepancies for international orders.

• Supervise administrative functions of the support team, ensuring smooth workflow and effective communication.

• Collaborate with the e-commerce team on email and SMS marketing campaigns to enhance customer engagement.

• Generate and distribute reports regularly to track performance and identify areas for improvement.

• Process orders through Amazon Vendor Central and provide feedback on cancellations to optimize inventory management.

• Provide assistance and guidance to team members as required.

• Address consumer inquiries and complaints related to product issues or problems.

Essential Qualifications:

• College degree preferred.

• Proven experience with e-commerce platforms such as Amazon, Walmart, and Shopify.

• Familiarity with e-commerce software like Gorgias or Bazaarvoice.

• Strong knowledge of customer service principles and practices.

• Experience with administrative procedures and record-keeping.

• Proficiency in Salesforce is desirable.

• Demonstrated experience in leading and motivating a small team.

• Familiarity with telecommunications systems, preferably RingCentral.

Working Hours:

• Monday to Friday, 8:00 a.m.

• 5:00 p.m.

• Flexible schedule with the option for both in-office and remote work.

Benefits: M-D Building Products, Inc. offers a benefits package that includes Medical, Dental, Vision, On-Site Clinic, Voluntary Life Insurance, Lab Card Program, Group Term Life & AD&D, Flexible Spending Accounts, Dependent Care Flexible Spending Account, Short

• Term and Long-Term Disability, 401(K) with Company Match, Paid Time Off, Tuition Reimbursement, Education & Development, Mental Wellness (Employee Assistance Program), and Voluntary Benefits including Accident, Critical Illness and Hospital Indemnity Insurance.

M-D Building Products, Inc. provides equal employment opportunities for all current employees and applicants. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

Location: Oklahoma City, OK