Customer Service Manager

About Us Ibex Metal is a roll forming company which creates custom metal products for roofing, siding, trim and more. Our Mission is to provide an exceptional customer experience through supreme products with precision and agility (like an Ibex). We are the first company of our kind in Boundary County and are committed to constant improvement as we grow our presence in the Inland Northwest. Our key differentiator is producing highly customized orders, with a wide range of colors and textures, within short lead times and service like no other. As such, demand is high and growth is vigorous. Over the past few years, we have expanded our facilities, acquired first class equipment and curated a fleet of custom vehicles for onsite roll forming. Energy continues to build, with greater growth in sight. To prepare, we are building a state of the art facility on prime real estate and hiring a strategic team. About the Role Therefore, we are on the hunt for the next key member of our team: Customer Service Manager. This is a new role for Ibex with high expectations. Customer Success is our main mission which makes this position of paramount importance. The role will set the tone for the department, maintaining and improving a culture of customer focus. It will make sure the team is not only doing the right things but doing things right as it pertains to our patrons. This position will not only oversee the team but will also lead by example with customer interactions in busy times. We see this taking shape by bringing on a seasoned Customer Service leader who knows the ingredients of building a successful team. Some of those ingredients will likely include coaching the team on customer service best practices, establishing operating processes to enable the team to meet company expectations. We also expect this person to be comfortable using CRMs, ERP and other softwares of the like to optimize their workload. The main object of this team is to help contractors, wholesalers and retail customers understand the solutions we offer based on their needs. It will also produce estimates from take-offs in addition to booking the order and making sure that Production is totally aligned with customer expectations. Although experience in metal or construction would be preferred, it is not required. What will be most important for this hire to have is the experience with running successful customer service teams. Someone who operates best with a great deal of autonomy and owning the accountability, will be key in this position. Responsibilities Overview Embody and demonstrate Ibex's core values to team and clients Manage a team of 2 customer service representatives (likely more soon) Establish team framework for managing inbound traffi c of all types Coach team on customer interaction improvement Develop departmental metrics to create standards for Collaborate with leadership to defi ne goals Maintain CRM and ERP data integrity Align with Production on a continuous basis Be the voice of the customer to the team Become intimately aware of client base and their respective needs Skillset / Qualifi cation Overview Excellent Communicator Possesses strong leadership skills (4+ yrs) Has Customer Service management experience (4+ yrs) Highly organized and proactive. Brings toolkit of industry specifi c Best Practices to implement Is an analytical thinker able to quantify and measure processes via KPIs Embodies a servant leadership approach Enables others to succeed Enjoys connecting with people: personable, and professional. Welcomes the challenge of codifying processes and systems Relishes the opportunity to help a start-up sustainably grow Compensation Overview Competitive pay: $70,000-$90,000/yr (depending on qualifi cations) Paid time off of 10 days per year Company 401k plan will match up to 4% with your 5% or 3% with your 3% Access to company healthcare plan: Health share (for catastrophic coverage) Annual Preventative checkups Telehealth Delta Dental Ameritas Vision HSA contributions Jump into an exciting start-up at an early stage to grow with it. Be a part of a stable organization that values Faith and Family. This role reports to the Sales Manager.

Job Type:

Full-time Pay:

$70,000.00 - $90,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance Application Question(s): What else would you like to tell us about why you think you would be a good fit for this role? From your former Customer Service Manager roles, describe a scenario of how you helped someone on your team navigate through a difficult situation? What CRMs and ERPs do you have experience using? As a new Customer Service Manager, explain what you would do to position the department for success in a young company? What is the most enjoyable part about being a customer service manager?

Work Location:

In person