Lions Floor is one of America's fastest-growing wholesale distributors of the highest quality hard-surface flooring matched with exceptional customer service and satisfaction. We are looking for highly motivated, enthusiastic individuals to join our team.

SUMMARY
Provide excellent Customer Service support by providing troubleshooting and problem resolution for all staff, resolving escalated issues to ensure that high quality customer service is provided. Manage a team of Customer Service Representatives (CSR) with the goal to keep the customer service department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention and to meet customers’ expectations.

ESSENTIAL DUTIES & REPSONSIBILITIES
Essential functions may include, but are not limited to, the following:

• Responsible to lead a team of CSR to answer customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.
• Maximizes customer operational performance by providing CSR help desk resources.
• Accomplishes customer service HR objectives by recruiting, selecting, training, and coaching.
• Manages CSR staff, communicates job expectations, and performs appraisals and job reviews.
• Meets customer service financial objectives by forecasting requirements, prepares annual budgets, and schedules expenditures.
• Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics monitoring and analyzing results.
• Implements production, productivity, quality, and customer-service standards.
• Contributes customer service information and recommendations to strategic plans and reviews.
• Audits customer service procedures and trends and determines system improvements.
• Determines customer service requirements by maintaining contact with customers and visiting operational environments.
• Processes claims, investigator reports, and liaisons with multiple departments for resolution.
• Enforces company policies and procedures.
• Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
• Perform additional duties as assigned by management.

EXPERIENCE

• Bachelor’s Degree or equivalent years of experience.
• Three or more years of proven work experience in a Customer Service management role.
• Experience working in a process manufacturing and business environment.
• Experience and understanding in ERP implementation of various system modules (including but not limited to Order to Cash, Plan to Produce, Warehousing) preferred.
• Proficiency in Microsoft Office, Google Suite, SAP (preferred), Teams, Software installation.
• Outstanding written & verbal communication with outstanding time management.
• Excellent knowledge of management methods and techniques.
• Advanced troubleshooting and multi-tasking skills.
• Excellent leadership and interpersonal skills.

WORK ENVIRONMENT

• Regularly required to sit, stand, bend, and occasionally lift or carry up to 35 lbs.
• Combination of field and office environment.
• May necessitate working in busy and loud environments.
• May be exposed to elements like cold, heat, dust, noise, and odor.
• 10% Travel to operational worksites as needed.
• This is not a work-from-home position.

All candidates are subject to a drug screening and background check and meet Lions Floor criteria. Lions Floor is an Equal Opportunity Employer is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation. Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the EEO/ADA Coordinator. EEO /ADA Coordinator contact: Lydia Kwon at (888) 575-9920.

All candidates are subject to and must pass a drug screen and background check in order to meet Lions Floor’s criteria.

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Santa Fe Springs, CA 90670: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Required)

Experience:

• SAP B1: 1 year (Preferred)
• Customer Service Management: 3 years (Required)
• ERP systems: 2 years (Required)

Work Location: In person

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