Customer Service Manager

The Company

TFS is the nation’s largest provider of brand-independent facilities, fleet, and asset management services for companies in the manufacturing, distribution, healthcare, hospitality, and numerous other industries. As the leading subject matter experts in mission critical capital assets specific to the warehousing and distribution of goods, TFS is a key supply chain partner for the customers we serve.

TFS, along with OnPoint Capital, is a leading provider of comprehensive, full life-cycle fleet management for material handling industries. Based in Perrysburg, OH, TFS provides a broad range of single-source, brand independent solutions to streamline warehousing and materials management operations.

At TFS we believe that Our People are what make us great and help us deliver exceptional customer service! We offer industry leading benefits to include:

• Competitive pay: Plus incentive opportunities!
• Full benefits package that starts day one: Includes medical, dental, vision, 401K with match, company-paid life insurance and disability coverage.
• 8 paid holidays
• PTO: Full-time employees enjoy a generous paid time off policy, accruing more time throughout their tenure with TFS
• Training and mentoring: Learn from our experts in the industry

The benefits listed are subject to change at any time. Please speak with an HR Representative for details. In the case of conflict between the information listed and the official plan documents, the plan documents will always govern.

Job Summary

The Customer Service Managers (CSM) are expected to provide exceptional customer experiences. They do not operate in a call center setting. Each CSM is assigned specific accounts and customers, but as with all team environments they could be called upon to assist others when needed. The CSM works in Salesforce on a daily basis and maintains accurate customer data and fees. The CSM manages the onboarding of new customers from introduction to billing. The CSM is responsible for approving work orders that will be billed and looking for cost savings. They create, analyze and distribute reports for their accounts. In this role the CSM fosters relationships with customer contacts, helps them to source rental equipment when needed, answers questions and advocates on their behalf. The CSM resolves issues for customers and vendors and escalates when needed. They are the primary contact for all customer communication, whether written or verbal.

This role interfaces frequently with Account Executives, Data Entry and Finance teams as well as the executive leadership team. Externally they interact with vendors and customers.

Key Job Responsibilities:

• Be the face of TFS to the customer.
• Onboard new customers from initiation to project close.
• Successfully resolve customer, vendor issues.
• Manage customer and vendor relationships.
• Escalate issues or potential issues to Management and/or sales teams.
• Create, analyze and distribute reports.
• Review work orders and other charges for accuracy, find cost savings and approve charges.
• Source equipment from vendors as needed within requested timeframes.
• Foster positive business relationships intra and inter team as well as with customers.
• Input and review data for accuracy in the system, make changes as needed.
• Work on Special projects as needed.
• Meet approval and reporting deadlines.
• Assist and coach teammates.
• Travel is not expected in this role.
• Other duties as assigned

*This job description is subject to change at any time.

Job Requirements:

• While collegiate training not needed, it is highly preferred.
• Experience in asset tracking/control, inventory management, fleet management or relevant is helpful. Minimum of 3 years experience is preferred.
• Proficient in Excel and Word is expected.
• Proficient in Salesforce preferred.
• Must be able to work remotely largely self-directed but not afraid to ask questions.
• Ability to multi-task, prioritize, and manage time effectively.
• Well-organized and high degree of attention to detail.
• Someone who is curious and appreciates a varied environment.
• A team player with high level of dedication and customer focus.
• Knowledge of material handling equipment and specifications highly preferred.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit or stand up to 8 or more hours; use hands to type, maneuver, handle, or feel; and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is performed primarily in an open-office setting, with co-workers working side-by-side and a moderate level of activity being performed by co-workers across the office. The noise level in the work environment is moderate.

TFS, Ltd. considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other legally protected status.