Microplane.com

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Customer Service Manager in Russellville, AR

Grace Manufacturing is a world class leader in machine manufacturing, specialty precision products and other industries. Microplane®, one of Grace’s divisions, is the premier brand worldwide for exceptionally sharp and high-quality culinary tools.
Microplane is seeking qualified candidates for a Customer Service Manager position.
This FT position will offer a blended schedule of office-based time at our Russellville, Arkansas Corporate location, for at least two days a week and remote for the remainder of the week.
As a leader in the Microplane Business Unit, this position works alongside the management team; and carries the responsibility for executing sales and customer service initiatives for Business-to-Business (B2B) and Direct-to-Consumer (DTC/B2B) channels; activities related to the profit and loss statements.
While working with department leaders, this position establishes effective policies and procedures that benefit the organization and increase cash generation. This role will prioritize competing efforts, own and lead initiatives that cross departments, and provide analytical and consultative support for team members.

Key Responsiblities

Operations

  • Directly supervise the Customer Service Supervisor and indirectly supervise the Microplane Customer Service team.
  • Ensure the smooth and effective execution of Microplane operations to include personnel, reporting, account management, customer service and all related transactions.

Business-to-Business (B2B) and Direct to Consumer (DTC) Customer Service

  • Lead a team of direct reports in key & independent account managers.
  • Drive customer service initiatives to completion and success.

Leadership

  • Collaborate with Microplane management team to create and communicate strategic business plans, including customer service, operations and other key areas of the business.

Key Qualifications/Skills

  • A Bachelor’s degree required; MBA preferred.
  • 5+ years of experience in customer service operations and supervising a team.
  • Exposure to lean manufacturing principles a definite plus.
  • Deep understanding of systems/software, including high proficiency in Microsoft Office, expert level Excel and familiarity with enterprise resource planning (ERP) software.
  • Bilingual in Spanish a definite plus, but not required
Grace Manufacturing is proud to be Employee Owned (ESOP) and offers its employee-owners a competitive compensation and benefit package to include medical, dental, vision, paid vacation and 401k with match.
Grace Manufacturing is proud to be an equal opportunity workplace
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