Manager, Customer Experience

About Justrite Safety Group

At Justrite Safety Group, we're more than just a collection of industrial safety companies; we're a dynamic organization dedicated to protecting people, property, and the planet. Our ever-growing portfolio of companies collaborates to deliver advanced industrial safety solutions that set the standard for excellence.

As our business continues to grow, we continue to look for top talent to join our team as we lead the charge in revolutionizing industrial safety, ensuring that every worker returns home safe, every workplace remains secure, and our environment thrives for generations to come. With Justrite Safety Group, safety isn't just a priority—it's our passion.

The contribution you will bring to this role:

As the leader of our Customer Service team, you’ll manage a dedicated team committed to delivering exceptional service and support in the safety industry. Your role will involve guiding customer service operations to ensure high standards of responsiveness and problem resolution, while fostering a proactive approach to customer satisfaction. You'll have the opportunity to drive improvements, implement innovative solutions, and collaborate with top professionals across the company. This position allows you to make a significant impact on our customer relationships and uphold Justrite's reputation as a leader in safety and protection.  

In this role, you will report directly to the Senior Customer Service Manager, setting the stage for your career to soar! This role is your gateway to opportunities for advancement, with the potential to grow within the organization in 3-5 years as you make meaningful contributions to our organizational goals.

About the team:

As a member of our Customer Service team, you’ll join a dedicated team committed to delivering exceptional service and support in the safety industry. Your role will involve guiding customer service operations to ensure high standards of responsiveness and problem resolution, while fostering a proactive approach to customer satisfaction. You'll have the opportunity to drive improvements, implement innovative solutions, and collaborate with top professionals across the company. This position allows you to make a significant impact on our customer relationships and uphold Justrite's reputation as a leader in safety and protection.

What you will do at Justrite:

• Lead customer service organization, including day-to-day leadership, talent management, and staffing.  Establish strong customer relationships and mentor team to foster strong customer relationships as well.  

• Deliver ongoing feedback to team members on all aspects of the customer service process, including customer engagement, outreach volume and methodology, qualification processes, product positioning, up selling, negotiation and closing strategies.  

• Develop Customer Service Representatives by daily supervision of responsibilities and providing advice and direction to ensure a cohesive and effective approach to department leadership and guidance. Drive performance management of the team through effective day-to-day supervision and team development.  

• Provide account management for smaller accounts not assigned to inside sales. Contract regularly and deliver a sales performance goal as assigned  

• Identify, develop and drive key performance standards and metrics to drive desired culture and work toward their achievement.   Develop and implement standard operating procedures that ensure consistency and best practices. 

• Work closely with and establish positive and collaborative relationships with the Regional Sales Managers and Business Development teams to promote customer satisfaction.  

• Fully understand the customer pricing strategy and provide feedback to sales as needed  

• Partner with Marketing Team and cross-functional internal partners to make sure a consistent flow of information, training, and reporting to ensure the inside sales /customer service teams are knowledgeable and well versed in prospective new business opportunities.  

• Monitor sales and increase conversion levels while maintaining overall customer service.  

• Monitor call handling and trends to maximize service delivery.  


• Regularly generates and analyses reports/spreadsheets and various tracking tools to prepare monthly metrics for end of month to review with the team.  


• Contribute to continuous improvement initiatives by communication with key stakeholders and participating in continuous improvement initiatives and projects.  


• Guide resolution of escalated calls and issues by utilizing knowledge and available resources to resolve customer issues and negotiate sensitive and stressful situations. Act as internal trouble shooter for the team, finding and analyzing root cause.  

Your skills and expertise:

To ensure your success from day one in this role, Justrite requires the following qualifications at a minimum:

• Bachelor’s degree preferred, or equivalent relevant experience


• Minimum of 3 years in a people management role on a customer service team.


• Strong Call Center and Team Building Skills  

Additional qualifications that could help you succeed even further in this role include:

• Ability to develop and deploy customer service standard work  


• Experience in implementing and managing a metrics-based CS organization. Ability to measure and enhance call center KPIs  


• High level of comfort with technology -driven, fast paced environment that requires ability to quickly synthesize multiple sources of data.  


• Exceptional customer service skills.  


• Strong attention to detail, and ability to manage multiple priorities at once.  


• Strong strategic business sense and acumen  


• Negotiation skills, distribution strategy, and building relationships with key accounts.


• Microsoft Office Suite; Salesforce.com; ERP Platforms desirable â€¯ 

Compensation:

The position offers a competitive base salary and will be eligible to participate in the Justrite Sales Incentive Plan which offers a big opportunity to enhance the total compensation package.

Benefits:

Our benefits package at Justrite Safety Group is designed to be the best in the industry, offering everything you need to support your career and personal well-being. You will receive a competitive salary and benefits package. We understand the importance of work-life balance, so we offer flexible hours and remote work options, giving you the freedom to manage your time effectively. These options vary depending on the specific roles and business needs.  At Justrite, our benefits package is designed to help you thrive both in and out of the workplace.

Why Choose Justrite Safety Group?

As a leading name in the safety industry, Justrite provides a platform where you can collaborate with some of the best professionals in the field, learning from experts and contributing to cutting-edge solutions. The company's commitment to excellence and innovation ensures that you’ll be part of a team that is making a real impact. With a strong focus on career advancement, Justrite empowers its employees to thrive both personally and professionally, making it an ideal workplace for those looking to grow their careers in a meaningful and rewarding environment.

Join us and be part of a team dedicated to product excellence and making a positive impact in our company, and in our community!