Customer Care Manager

Henderson, KY

SITEX Corporation is a progressive, family-owned company looking for a full-time, Customer Care Manager for its Henderson, KY location. This position is demanding and ideal candidates must be detail oriented and possess good organizational skills as the job entails frequent interactions with both internal personnel and external customers. Candidates should be assertive and confident as this role can be stressful and require a lot of demanding activity causing priorities to change from day to day. The Customer Care Manager will support the SITEX Service and Sales teams in their efforts to efficiently provide, SITEX customers and prospects with textile rental services of the highest standard, on schedule and in line with budgeted costs ensuring the goals of the department are met and act as a liaison between customers, RSSS, and management.

Benefits

  • Safe, Clean Work Environment
  • Competitive Salary
  • 401(K) Retirement Plan with company contribution
  • Health, Dental, Vision, and Company Paid Life and Voluntary Life Insurance, Accident, and Disability
  • Employee Assistance Programs and Comprehensive Wellness Program
  • Paid Time Off & Paid Holidays

Duties and Responsibilities

This position will report to and work closely with the Director of Operations:

  •  Take incoming customer service calls; respond to and/or resolve customer inquiries/complaints; create detail of relevant information and forward to the appropriate service department personnel for follow-up and resolution; ensure customer needs are met.
  •  Oversee route accounting functions; process customer and account source documents while reviewing for deficiencies; prepare invoices; resolve discrepancies procedurally while maintaining daily schedule; report continuing deficiencies to management.
  • Oversee Accounts Receivable effort – receive daily customer cash / stamp checks and apply to account; verify transaction information; research and resolve payment and account discrepancies by investigating documentation and scrutinizing adjustment requests; prepare and mail statements; notify customers of insufficient payments or delinquency.
  • Various reporting, tracking and data entry functions; communications to and from internal and external customers in the form of voice, fax, mail, and electronic mail.
  • Assume front desk receptionist duties as needed.
  • Maintain familiarity with product offerings, promotions, and price book.
  • Maintain / Improve operations by following policies and procedures and reporting opportunities for process improvement.
  • Maintain customer confidence and protect operations by keeping information confidential.
  • Complete required training hours.
  • Manage the customer care department

Requirements

  • Can-do, get-the-job-done TEAM attitude
  • Associates degree preferred or 3 years relevant experience required.
  • 2-5 years of Customer Service experience preferred
  • Excellent attention to detail
  • Excellent verbal an written communication skills
  • Strong interpersonal skills and customer orientation
  • Prior experience and proficient with multi-line phone systems and customer interaction via phone and internet
  • Computer proficiency and knowledge of basic computer software systems (i.e. Microsoft Excel, Word, Outlook, PowerPoint, Publisher)
  • Ability to communicate professionally with customers and co-workers
  • Ability to work independently on assigned tasks as well as identify areas for improvement and accept direction on assignments
  • Attention to detail and strong organizational skills are a must
  • Ability to add, subtract, multiply or divide in all units of measure. Ability to compute rate, ratio and percent
  • Ability to respond to common inquires or complaints from team members, customers, and management

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