Customer Service Manager

LGG INDUSTRIAL

LGG INDUSTRIAL is a solutions-driven national distributor of hoses, gaskets, and conveyor products. Our skilled colleagues serve customers in various industrial segments to improve their operations and reduce their total cost of ownership. With locations across the United States and Canada, we aim to deliver consistent service and support across North America.

We desire to create an employee-centric place to work, a place where you can develop your skills and grow as a professional. We provide training and advancement opportunities to build a career and life-work integration to keep you at your best.

Our philosophy is that the success of our business is directly dependent upon the health and safety of our associates. We focus on maintaining a safe work environment and strive to achieve zero injuries through our safety-first culture.

ROLE PROFILE

Position: Customer Service Manager

Job Location: La Porte (Houston), Texas

Job Type : Full-Time

Status : Exempt

SUMMARY OF ROLE

Provide leadership and direction to the National Customer Service Teams achievement of performance objectives and achievement of customer satisfaction. Manages the development and implementation of customer service policies and procedures to ensure consistency. Leads the team in identifying technical sales opportunities and directs relationships between Customer Service, Operations, Purchasing and Outside Sales.

RESPONSIBILITIES

• Must maintain 100% commitment to safety policies and procedures.
• Create and foster a motivational work environment, which encourages professional development, team collaboration and high performance.
• Team Management - including recruiting, on-boarding, scheduling, time-keeping, training, work allocation, and problem resolution.
• Performance Management including addressing gaps in performance, coaching to improve performance, clearly setting expectations, and taking further disciplinary action as appropriate.
• Continually analyze department performance to improve customer service efficiency
• Identify new sales opportunities in cooperation with Account Managers. Qualifies new accounts for potential, delegate's action and follow up.
• Ensure all subordinates obtain the required level of product knowledge necessary to effectively promote LGG Industrial products.
• Build and maintain strong relationships with customers, and support team in effectively managing customer issues.
• Understand the needs of our customers and determine solutions that offer the best fit with LGG Industrial; make continuous improvement recommendations for all phases of customer support.
• When necessary, support Customer Service Sales Reps by processing requests for quotes.
• Review daily orders and quotes to determine judgment relative to pricing, sourcing, and communication to team, and managing effective workload.
• Respond timely to Customer Corrective Action Requests and ensure effective implementation of Corrective Action.
• Utilize ERP system for reporting, analysis, and strategic recommendations.
• Perform other duties as trained and qualified for

SKILLS AND ABILITIES

• Effective customer service interpersonal skills with the ability to negotiate and influence for positive outcome
• Ability to work independently and prioritize responsibilities
• Must have a sense of team response to satisfy sales goals and assure 100% customer satisfaction and the ability to interact effectively with all types of people.
• Inspirational leader that can motivate and work effectively in a matrix management with sales, manufacturing, customer service, supply chain, and Key accounts.
• Inherently possesses a contagious can-do attitude that energizes the workgroup and those around them
• Experience and passion for, motivating people, instilling accountability, and achieving results under tight constraints
• Requires excellent verbal and written communications skills, professional telephone etiquette, and the ability to handle stressful situations in an efficient, professional and courteous manner.
• Must possess a mechanical aptitude with the ability to read and interpret drawings to understand how to meet customer requirements; learn how our products are manufactured and utilized by our customers
• Ability to manage multiple teams

MINIMUM QUALIFICATIONS

• 3-5 years of management or supervisory experience
• College degree, Business Administration or Industrial Distribution preferred; will consider equivalent degrees
• In lieu of degree will consider minimum 7-10 years management experience in an industrial distribution setting
• Proven experience successfully managing a team of Customer Service/Inside Sales associates.
• 5+ years of customer service experience
• Strong Microsoft Office skills including Powerpoint and Excel.
• Previous experience utilizing an ERP system.
• Reliable transportation is a must
• Ability to work overtime, as required

PREFFERED QUALIFICATIONS

• Industrial setting experience

TOTAL REWARDS

• Competitive compensation plan, with a bonus potential
• Health Benefits: medical, dental, vision, short term and long-term disability available 1st of month following the date of hire
• 401k with company match
• Paid vacation, holidays and sick time

EQUAL OPPORTUNITY EMPLOYER

It is our policy to employ qualified persons without regard for veteran or disability status.

Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position.

Qualified Candidates Only. Although we appreciate your interest, only those selected for an interview will be contacted.

We will be accepting applications for this role through June 16, 2025.