New

Customer Service Manager

ICM Corporation
uniform allowance
United States, Wisconsin, Milwaukee
500 West Oklahoma Avenue (Show on map)
Jul 24, 2026
Responsibilities include, but are not limited to the following: Coordinates schedules of all customer service staff, ensuring they do not work more than 48 hours weekly. Ensures all incoming phone calls are answered in an expedient manner. Verifies all departments are supplying satisfactory back up. Responsible for sorting and distributing all incoming faxes, or ensuring someone else is taking care of it. Reviews all incoming eBuy orders. Reviews all mailed in and Internet orders. Pays special attention in checking for duplicate orders. Verifies that all new orders are entered into Customer Service software correctly by the staff. Verifies that all return-replacement requests are handled properly with professional attention to detail. Verifies that all status requests are entered properly with an "S" and "Status" report is printed and reviewed daily. Follows up to ensure that statuses are being answered within 24 hours and the customer is being called. Distributes all follow up reports on a daily basis. Reviews daily sales report for accuracy. Replies to inquiries or questions emailed to PPU website. Ensures late orders (over 2 weeks) are called. Resolves problems on any status that has not been answered. Verifies that any status that is not found in system has not been entered before the customer is informed. Reviews customer surveys and calls all disgruntled customers personally. Ensures customers are called and problems resolved on any new orders that are unable to be processed by accounting or purchasing. Returns order to appropriate person for immediate processing. Reviews, sorts, and tabulates orders daily. Reports sales figures for all companies to the President daily and weekly. Contacts all customers personally with major service problems. Trains staff in all areas of customer service including Customer Service software Completes other projects or duties as assigned. Ensures every Customer Service Representative is properly trained on all catalogs. Train and remind staff to get key codes and e-mail addresses from customers and ensure they are noted on orders. Administers the phone system, including reviewing all phone records and providing employee phone records to the appropriate supervisor for evaluation. Provides back up to all companies in both customer service and answering phones. Assists the Human Resources Manager in the interviewing and hiring process of new Customer Service Representatives. Distributes, reviews, and files all catalog page corrections. Verifies all corrections are give to the Internet Department so updates an be made on our websites in a timely manner. Standardizes work areas for all employees. Ensures all Customer Service Representatives work areas are kept neat and organized. Eliminates blind transfer calls. Ensures all good and bad surveys are logged. Resolves bad survey issues. Monitors 30-50 phone calls for quality assurance weekly. Determines if customers need new catalogs. Ensures all Customer Service Representatives are logged in at all times except for breaks. Check all active 800 numbers two times per year to make sure they are working properly. Review the following reports daily: manager (M), status (S), called twice (2), several calls (7), hold - open (HO), and Back Door Hold. Oversee telephone "hold music" and update as needed. Ensure all incoming "EDI" orders are entered in a timely manner. Handle all order inquiries from Topeka customer service. Review all incoming orders for Fall River products to verify pricing, color, etc. Update the list of "discounted" products available on our websites. Add or delete products as needed. Review Action Code "C" report Review Action Code "B" report for Postal shipping claims Ensure positive feedback is entered in the c/s notes Work with Warehouse Manager to continue learning all new shipping programs available to the company (i.e., USPS delivery confirmation, UPS software, etc.), and market these programs to our customers. Distribute via e-mail or memo all Customer Service Training updates (i.e., GBL program, Delivery Confirmation) or any other company related announcements. Oversees uniform program and reviews/updates what products can be ordered, uniform allowance amounts, and CC problems.