Gumdrop Books Hiring for Customer Service Manager at Cameron, MO Full Time

About Us:

For over 45 years, Gumdrop Books has prided itself on delivering unparalleled product knowledge and customer service to the Pre-K to 12 school and public library markets. We are a major international distributor of educational products offering a vast collection of books, eBooks, online resources and classroom library materials from today’s top publishers. We work directly with educators and libraries worldwide providing onsite presentations and hands-on interaction of our products.

About the Job and Responsibilities:

We are currently seeking a Customer Service Manager to join our team. In this role, you will work with the customer service team and monitor their performance while still providing excellent service to the customer. You will work with customers to resolve their issues, hire and train new customer service representatives and provide customer service improvement solutions. You will be required to meet customer and company expectations.

• Hire and train new customer service representatives
• Manage customer service team, communicate job expectations, and evaluate job performance
• Answer customers’ questions, resolve problems, and maintain customer satisfaction by providing problem-solving solutions
• Address returns, refunds, credits, and shipment tracking
• Record, organize, and file customer interactions and profile/account changes accurately and efficiently
• Provide strategies to further improve customer service satisfaction results
• Audit customer service team procedures and trends to determine improvements
• Maintain customer service procedures and policies with customer service team
• Document customer service discussions and actions
• Maintain accurate records and files of documentation
• Provide resources for quality customer service
• Address and resolve team and customer conflicts
• Maintain a professional workspace and workflow
• Enforce company policies and procedures with customer service team

About You:

• Excellent customer service skills
• Ability to assess customers’ needs and provide solutions for a positive customer experience
• Able to think fast, find answers, and respond quickly to customer issues in an emphatic and professional manner
• Able to multitask, prioritize, and manage time efficiently
• Hire, train, motivate and mentor customer service team
• Excellent verbal and written communication skills
• Self-motivated and self-directed
• Comfortable in both a leadership and team-player role
• Creative problem solver who thrives when presented with a challenge
• Focused on customer service satisfaction
• Excellent at communicating over the phone and by email
• Basic computer skills and experience with tracking customer inquiry information, entering documentation, and updating customer profiles/accounts
• Able to concentrate on multiple problems at once
• Excellent time management and prioritization skills
• Ability to analyze and improve customer service satisfaction results
• High school degree or equivalent; Bachelor’s degree in business administration, business, or related field preferred

About the Compensation Plan and Benefits:

• Full-Time Position
• Hourly Rate – $15.00 to $17.00 / hour
• Health, Dental, Vision, Life and Disability Insurance available
• Paid leave and holiday pay
• 401K Plan, Flexible Spending Account

For consideration, submit your resume by clicking apply

Company Description

For over 45 years, Gumdrop Books has prided itself on delivering unparalleled product knowledge and customer service to the library and classroom market. We work directly with educators and librarians worldwide, providing onsite and remote presentations and convenient ordering options. As a major supplier and innovator in the industry, we execute and live by our motto every day… Exceptional Service, Unconditionally Guaranteed!

For over 45 years, Gumdrop Books has prided itself on delivering unparalleled product knowledge and customer service to the library and classroom market. We work directly with educators and librarians worldwide, providing onsite and remote presentations and convenient ordering options. As a major supplier and innovator in the industry, we execute and live by our motto every day… Exceptional Service, Unconditionally Guaranteed!