What are we looking for

At Stone Systems (www.stone-systems.com) we are looking for a Customer Service Manager for our Shop located in Fairfield, NJ, who will have the opportunity to work in a multinational environment, in full expansion, surrounded by numerous challenging projects that you can be part of.

What you will do

The Customer Service Manager position coordinates and controls the activities of the customer service team to maintain and ensure customers are serviced promptly and properly by training and managing staff effectively. They are also responsible for meeting organizational and operational objectives.

Job Expectations

Direct the daily operations of the customer coordinators.
Plan, prioritize, and delegate work tasks to ensure the proper functioning of the department
Maintain high customer service levels.
Enforce customer service policies and procedures.
Handle complex and escalated customer complaints and service issues.
Monitor accuracy of reporting and database information.
Identify and implement strategies to improve quality of service, productivity, and profitability.
Coordinate and manage customer service projects and initiatives.
Complete job in Job Tracker and supplier sites when necessary.
Manage and evaluate staff performance.
Identify and address staff training and coaching needs.
Update Daily Operational Dashboard.
Promotes cooperation and commitment within a team to achieve goals and deliverables
Partner with the People Department to maintain office policies as necessary
Other duties as assigned by management

“Roles and responsibilities may evolve based on business needs; additional duties may be assigned without prior notice or consent.”

What you need to succeed

EXPERIENCE

Required:
5+ years of customer service experience
2+ years in a managerial role
Desired:
1+ year(s) of work experience in the stone industry

EDUCATION

Required:
High School Diploma/GED
Desired:
Associate Degree in Business or related areas

KNOWLEDGE

Required:
Proficiency in Microsoft Office (Excel, Outlook, etc.)

SKILLS

Required:
Ability to multi task and work in an extremely fast paced environment
Excellent communication skills, both verbal and written.
Ability to multitask
Customer Service oriented

PREFERRED BEHAVIORS

Required:
Self-confidence
Flexibility
Initiative
Safety oriented

What we do offer

Stone Systems (www.stone-systems.com) is the largest network of commonly owned stone fabrication shops in North America. Currently, there are 10 Stone Systems shops throughout the US. The company is part of the Cosentino group (www.cosentino.com), a dependable and reliable stone surface manufacturer with over 70 years of experience in the natural stone industry. In addition to having the largest production capacity of any manufacturer of quartz and other surfacing products, Cosentino also has a worldwide distribution network.

The salary range for this position is between $60,000-$70,000
Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
This position is also eligible Potential Annual Award depending on individual performance and Company performance, in accordance with the terms of the Company’s plan
Benefits:
The Company offers the following benefits for this position, subject to applicable eligibility requirements, including Medical, Dental, and Vision Insurance, Short-term and Long-term Disability and Basic Life and Supplemental Insurance. You will also be eligible to enroll in our 401(k) Retirement Plan, starting the first of the month.
Paid time off:
Vacation time will be accrued monthly and will be subject to change per the Company’s policy updates. 5 days of sick time. Full-time employees will receive 2 floating holidays to use each year. If hired after July 1, employees receive 1 floating holiday to use for that calendar year.

The compensation and benefits information are accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

About Cosentino

At COSENTINO, our purpose is to inspire People through innovative and sustainable spaces. We are the world-leading producer of architectural and decorative surfaces. Our products are designed to provide innovative and functional solutions for either home and business spaces, such as Kitchen and Baths worktops, outdoor open spaces, facades, etc. Innovation, sustainability, functionality, and beauty describe our value proposition to the different market stakeholders and end Clients. www.cosentino.com With a presence in more than 100 Countries and 5 continents, our business keeps growing consistently in all the geographies. as well as career opportunities for Talented people like you.
Cosentino is an Equal Opportunity/Affirmative Action Employer and Prohibits Discrimination and Harassment of Any Kind: Cosentino is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Cosentino are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Cosentino will not tolerate discrimination or harassment based on any of these characteristics." - https://rb.gy/xq0edq
*If you are an individual or veteran with a disability who requires any type of accommodation, please contact the People Department at (786) 686-5060 or at our email address: talentacquisition@cosentino.com*.

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Customer Service Manager Fairfield, NJ