Customer Relations Manager

Job Description:Founded in 1999, Signature Hardware is an e-retailer with over 60,000 products for the kitchen, bath, and home. Built on a deep heritage in the plumbing industry, we are the first home hardware e-commerce company selling products under our own label in the United States. We have approximately 400,000 square feet across three distribution centers on our Erlanger, Kentucky campus. We pride ourselves on fostering a work environment where innovative ideas and collaboration are celebrated, and hard work is rewarded with competitive compensation, top-of-the-line health benefits, and a generous profit-sharing program. Because we believe that a business is only as strong as its employees, we offer training and career development opportunities to help our associates grow as the company grows. From mentoring and education to cross-department exposure, we ensure that every team member feels motivated and encouraged to progress.The Customer Relations Manager assists with the oversight of daily Customer Relations activities along with managing a team of people and working in a fast-paced environment, while providing great customer service. Typical subordinate activities are customer contacts inquiring about product related issues to include sales and problem resolution. The Manager will be directly responsible for the monitoring of contacts and ensuring that Signature Hardware Customers are afforded the best possible service, while supporting business and sales initiatives through effective and efficient performance of self and team. The Customer Relations Manager should focus on ensuring their direct reports are following guidelines, using their time effectively and following-up with Customers in a timely manner.The Customer Relations Manager will coach their direct reports and interact with various Managers from other departments including warehouse, purchasing, brand marketing, and product development to align Customer Relations representatives with company goals. The Customer Relations Manager reports to the Sr. Customer Relations Manager to ensure the volume of work produced meets or exceeds quality, service, and sales standards.Essential Functions:Maintain and develop a productive team by training and providing professional development.

Effectively monitor and manage individual Customer Relations representatives’ goals and performance.

Address and resolve customer complaints.

Develop and maintain workflow plans and prepare team strategies.

Assign, monitor, and set objectives for Customer Relations representatives.

Approve and maintain timecards for direct reports.

Complete bi-annual performance reviews for direct reports.

Practice and ensure compliance with company policies and procedures.

Communicate solutions, successes, and opportunities to the Sr. Customer Relations Manager.

Execute all other requirements, policies, and procedures set by Management.

Ensure key operational tasks are being performed in a timely manner.

Requirements:Ability to lead, coach/develop and motivate individuals and teams.

3+ years people management experience.

2+ years call center experience.

Ability to prioritize and delegate effectively.

Ability to create and present a plan to enhance the culture of sales as a team.

Prior Customer Relations experience is strongly preferred.

Ability to embrace change, coaching skills, and desire to train others while maintaining a positive attitude.

Ability to organize, prioritize, and multi-task.

Knowledge of Microsoft Office software (Outlook, Word, Excel, PowerPoint, Access, etc.).

Industry experience and market knowledge are preferred.

Signature Hardware is dedicated to providing meaningful benefits programs and products to our associates and their families—geared toward benefits, wellness, financial protection, and retirement savings. Signature Hardware offers a competitive benefits package that includes medical, dental, vision, retirement savings with company match, paid leave (vacation, sick, personal, holiday, and parental), employee assistance programs, associate discounts, community involvement opportunities, and much more!-The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.Equal Employment Opportunity and Reasonable Accommodation Information (https://www.ferguson.com/content/careers/reasonable-accommodation)