Customer Service Manager (Utility Poles) (Finance)
Position Overview
Stella-Jones is seeking a Customer Service Manager to lead a team of customer service supervisors and their respective teams within the company's Utility Pole division. This role is pivotal in driving exceptional customer experiences through strong leadership, performance management, operational efficiency, and strategic communication. The Customer Service Manager will set clear expectations, streamline operations, and foster collaboration across departments to align with company goals.
This position supports the growth of our Pole division, and will be based on-site at either our Lufkin, Texas, or Brierfield, Alabama office, and requires up to 25% travel across the U.S. and Canada. To learn more about our utility pole products (including a 1-minute video overview), visit our product page: https://www.stella-jones.com/en/products/utility-poles
Key Responsibilities
Team Leadership:
- Lead and support a team of exempt and non-exempt employees, cultivating a positive and productive work environment.
- Equip supervisors with the tools and training needed to effectively manage their teams.
- Manage 4 direct reports while positively influencing the broader team.
- Empower team members through coaching and development rather than micromanagement.
Performance Management:
- Establish clear performance goals aligned with departmental and organizational objectives.
- Conduct regular performance reviews, provide feedback, and implement improvement plans as needed.
Operational Excellence:
- Oversee daily customer service operations, including order processing, issue resolution, and customer interactions.
- Implement best practices to optimize workflows and improve departmental efficiency.
Key Performance Indicators (KPIs) - Success in this role will be measured by the following KPIs:
- First Contact Resolution Rate: Increase the percentage of customer issues resolved during the first interaction.
- Order Accuracy & Timeliness: Ensure high accuracy and on-time processing of customer orders.
- Team Engagement & Retention: Foster a positive team culture that supports high engagement and low turnover.
- Response Time: Reduce average response time to customer inquiries and internal requests.
- Training & Development Completion: Ensure 100% completion of required training programs for team members.
- Cross-Functional Collaboration: Demonstrate effective collaboration with other departments through joint initiatives and feedback.
Qualifications
- 10+ years of customer service work experience
- 2+ years of supervisory/managerial experience (5+ years preferred)
- Experience in wood products, industrial goods, utilities, or other B2B industries
- High school diploma required; Bachelor's degree preferred
- Proficiency in Excel (formulas, pivot tables, VLOOKUP)
- SAP experience preferred
- Excellent leadership, organizational skills, and attention to detail
- French language skills are a plus
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