Job Description

DOWNTOWN WHOLESALERS, INC. (DTW USA) is North America’s leading distributor of quality water products to include water coolers, water filters, water bottles, accessories and many more.

Come experience a high-energy, fast-paced environment that is both competitive and rewarding! Learn about our Industry and soar with the support of a great team! We are looking for the best and brightest to join our Company. If you have passion and the expertise, DTW USA is the Company for you!

DTW seeks an energetic and customer service driven Customer Service Manager to ensure that all Customer Service tasks are completed in a timely fashion, the Customer Service Specialists maintain a high level of performance, and the standards of DTW Customer Service are achieved. The Customer Service Manager will possess the ability to multi-task, will be customer focused, all while managing processes to achieve speed, accuracy and call resolution.

KEY RESPONSIBILITIES

· Leads, directs & supervises employees in the Customer Service department with hands on approach, leading by example.

· Completes daily incoming lead reports, incoming & outgoing call reports for the customer service & sales departments.

· Trains, develops and coaches employees to perform assigned tasks

· Ensures departmental efficiencies through use of acceptable leadership techniques

· Responsible for all data entry of orders through the department assuring they are entered on time transferring from hand write sheets to Sage 100

· Reviews, schedules, creates schedules, reports, plans and objectives for the department

· Works with customer service reps and customers to deescalate situations and make the customer satisfied

· Develops and maintains a positive, respectful work environment

· Checks quality on incoming orders in addition to the quality of work being produced by customer service representatives

· Creates and implements a SOP (Standard operation procedure) for the customer service dept.

QUALIFICATIONS (KNOWLEDGE/SKILLS/ABILITIES/EXPERIENCE)

· 3-5 years supervisory experience, Management Experience is a plus

· Experience working in a large customer service center

· Ability to prioritize and thrive in a fast paced environment

· Experience working with a large amount of orders, sku’s, personal

· Ability to de-escalate situations including emails and calls

· Computer skills: Excel, Word, Outlook. Sage100 is a plus (easy to learn)

· Problem solver with the ability to be a creative thinker when presented with road blocks

· Excellent communication and organizational skills

· Ability to multi-task and manage time effectively

· High School diploma or GED

BENEFITS / PERKS

We believe every employee should be recognized and rewarded fairly for a job well done! We offer growth potential for motivated individuals, competitive compensation, and full benefits including medical, prescription drug, vision and dental care. Your financial well-being will be supported through our 401(k) retirement investment plan. Furthermore, we offer a challenging but fun work environment with a group of dedicated and passionate employees.

Our employee benefits package includes the following: • Medical • Dental • Vision • 401(k) Retirement • Paid Vacation Time • Paid Holidays

Company Description

Downtown Wholesalers, Inc. (DTW USA) is North America’s leading distributor of quality water products to include water coolers, water filters, water bottles, accessories and many more.