Customer Service Center Manager

Erlanger, Kentucky
Depends on Experience  Monthly
Full Time
First Shift

ProLift Toyota Material Handling is searching for a Customer Service Center (CSC) Manager located in Erlanger, KY.  A successful Customer Service Manager Manager will direct efforts for the Erlanger, KY Customer Service Center through quality leadership and carry out ProLift’s vision and strategy. A successful CSC Manager will ensure the Erlanger CSC is meeting objectives for service, sales, parts and rent through quality leadership and providing exceptional service to ensure ProLift is an “Indispensable Partner” to their external and internal customers. 

Job Responsibilities (but not limited to):

  • Recruit, coach, retain and motivate all positions within the Customer Service Center
  • Promote ProLift’s philosophies, vision, strategies, and value of “doing the right thing”
  • Build teamwork to promote ProLift’s image to employees, customers, and vendors
  • Promote employee self-improvement through training, school, counsel and setting a personal example
  • Evaluate direct report employees performance and wage reviews
  • Set goals for Erlanger’s CSC for the operations and sales which will include quarterly reviews annual performance reviews
  • Maintain knowledge of our industry, competition, and products
  • Personal Sales within a select territory and/or select “targeted” accounts
  • Ensure maximum sales force performance by encouraging self-improvement through training, schooling, coaching and setting a personal example
  • Establish expectations with sales and operational teams, provide them support and hold them accountable
  • Ensure sales force is able to access, design and recommend the most effective and appropriate material handling solution to meet customers’ needs
  • Coach and Assist Sales Team (Equipment and Customer Service Sales Representatives) in satisfying customers, gaining new business and calling on major accounts routinely, include parts, service and rental accounts
  • Ensure customer satisfaction is always #1 priority with all staff Establish and maintain good working relationships with vendors & other dealers
  • Review all sales, G.P. and monthly management reports on department and manager performance
  • Take sales calls – new & used, as needed
  • Quarterly visits to top 10 customers
  • Review all Forklifts and other Industrial Equipment Sales, Gross Profit and other key management reports with Department Managers in the Erlanger CSC. 
  • Develop and meet (or exceed) annual business plans and budgets
  • Review & approve expenses – control costs
  • Fill in for various departments and sales force while others are on vacation when on vacation or as needed
  • Develop yearly business plan, budget with input from Vice President of Sales and Vice President of Operations
  • Keep all departments up to date on changes in market, venders, competition, etc.
  • TLM “’Toyota Lean Management” philosophy
  • Protects organizations values by keeping information confidential and ability to handle sensitive information
  • In conjunction with Regional Operations Manager’s oversight, additional operational resources will support the following areas:
  • Work with Centralized Purchasing to ensure customer satisfaction and inventory management
  • Meet environmental standards and in compliance. Know regulations of USDOT, OSHA, EPA and EEOC
  • Oversee maintenance of building & property
  • Respond to afterhours security calls
  • Fill out accident reports, worker’s comp, etc.
  • Review and update service billing rate as needed with sales management
  • Approve additions and replacements to rental fleet of Toyota forklifts and other Industrial Equipment

Education/Job Requirements:

  • High School Required, Bachelor’s Degree preferred or Work Experience Equivalent
  • 3-5 years’ experience in Management required, 5-8 years Material Handling industry preferred
  • Excellent Leadership & Motivational skills required
  • Proficient Accounting, Microsoft office and CRM(Customer Relation Management) software
  • Ability to work effectively with constant interruption a must and ability to adjust and initiate change throughout the organization
  • Be inquisitive and curious about new technologies to improve efficiency, accuracy & customer experience
  • Must be well organized with the ability to manage multiple tasks in a timely fashion
  • Excellent verbal and written communication skills
  • Excellent analytical skills in problem analysis and systems development

Available Benefits:   Medical, Dental Vision, Life Insurance, Short Term Disability, Paid Vacation, Paid Personal Days, Paid Holidays, 401K Matching, Profit Sharing, Paid Bereavement/Jury Duty Leave and Service Awards.