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Customer Service Manager

Job Snapshot

Dayton, OH

Customer Service Manager


Job Description

We have a direct hire opportunity in the Dayton area for a Customer Service Manager.  The position manages 2 individuals on our customer service team who are responsible for processing phone and web orders and resolving customer concerns.

The Customer Service Manager is responsible for leading the customer service team which acts as the primary point of contact for community pharmacies, hospitals and all external customers.
Essential functions of the job include:
" Building, developing, and maintaining a high-performance team.
" Developing and sustaining a culture of customer service excellence.
" Developing proactive systems, policies, and processes to improve the customer experience.
" Ensuring customer concerns are resolved timely and satisfactorily.
" Coordinating with various internal stakeholders to maintain an awareness of customer service issues.
" Documenting of customer interactions in Customer Relationship Management (CRM) software.
" Serving as a subject matter expert on phone and online product ordering.
" Training the team on new products, processes, and customer service approaches.
" Generating metrics to represent customer contacts and outcomes.
" Representing the department at leadership team meetings.

Successful candidates must possess:
" Bachelor's degree in Sales, Marketing, or Business preferred; HS diploma or GED required.
" Working knowledge of MS Office suite.
" At least 2 years of previous B2B customer service experience required.
" At least 1 year previous supervisory experience in a call or fulfillment center environment preferred.
" Experience with a CRM and e-commerce software applications a plus.


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PDSI Technical Services is an equal opportunity employer, and does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, genetic information, national origin, age, disability, military service or veteran status or any other characteristic protected by law.  In order to provide equal employment and advancement opportunities to all individuals, consideration of employment staffing submissions are based on demonstrated skills, qualifications, work experience, expertise and expectations meeting the position requirements as specified by the client, including compensation