Customer Service Manager

What does a cell phone in your pocket, a spaceship, and an electric vehicle have in common?

Ellsworth Adhesives specs in materials in each of those products!

Ellsworth Corporation, a global, industry leading distributor of specialty chemicals and equipment and adhesive manufacturer currently has a Customer Service Manager opportunity. This role reports into Glue Dots International, an Ellsworth Corporation company, located in Germantown, WI and is an on-site position working out of our Germantown facility.

Are you passionate about leading a team of customer support professionals? Want to continue to grow your career? This is an exciting time to be a part of Ellsworth, come join our team!

Ellsworth Corporation is a family-run company that has had continuous growth for over 50 years. We are an industry-leading global distributor, manufacturer, and packager of adhesives used by cell phone, medical device, space/aerospace, and electric vehicle industries! Click here to see our state-of-the-art facility and distribution center and learn more about our business, and here to find out more about the industries we serve, and here to learn about our consumer and manufacturing divisions.

You will drive team coaching, development, effectiveness and accountability through performance management of Supervisors, Account Specialists, and/or Customer Service Representatives.

Responsibilities

• Manages team performance to ensure Service Level Agreements (SLA’s) are being met (quotes, orders, Return Material Authorization (RMA’S), expedites, and order status requests).


• Proactively identifies and creates action plans for potential breakdowns in the customer experience and gets ahead of customer issues.


• Partners with Outside Sales to understand roadblocks and proactively drives continuous improvement initiatives forward.


• Demonstrates subject matter expertise (SME) in many topics and is expected to contribute to training material/initiatives/topics or conduct training in the department and handles complex customer escalations.


• Assists with quality monitoring orders and phone calls. Trouble-shoots opportunities that arise and provides solutions for continuous improvement.


• Monitors KPIs and implements countermeasures when off-course.  

PERKS & BENEFITS  

As an industry leader, we offer a competitive wage, bonus plan, and a comprehensive benefit package which includes Health, Prescription, Dental, Vision, Life, Disability, Flexible Spending, 401(k), Employee Assistance, Paid Time Off and Holidays, Wellness Program, Social Events, Community Involvement and much more! Click Here for a summary of Employee Benefits. 

Qualifications

• 
  

  5+ years of Customer Service experience.

  
  


• 2+ years of Supervisory/Management experience


• Bachelor’s degree in Business, Sales, Marketing, or other related area preferred


• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems, intermediate Excel Skills preferred (VLOOKUP, pivot tables and reporting tools), experience with Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) platforms such as Microsoft Dynamics, preferred. 


• Demonstrated history of building a team.


• Demonstrated experience in developing team members.


•  Prior experience in chemical adhesives and/or shelf-life products and demonstrated technical aptitude preferred. 


• Superior attention to detail, as well as polished communication/interpersonal skills, and strong organizational skills. 


• Consistently demonstrates approachability with team members.


• Able to drive team engagement/motivate a team and maintain a positive attitude in a highly dynamic team and fast-paced environment with continuous challenges. 


• Excellent track recorded of taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.


• 
  

  Occasional travel - up to 15%

  
  

 #GDI #CustomerService #Leadership