Gemini, Inc. is a leader in custom manufacturing of architectural products for the signage industry and has been in business for more than 50 years. Our Corporate Headquarters is located in Cannon Falls, MN with 18 plants across the US. Check us out on-line at www.geminisignproducts.com to learn more about our products.

We are currently seeking a Customer Service Manager to join our team in Liberty Lake, WA. This is an established location with a team of over 65 personnel. This team works with the broader Customer Service department of 200 personnel across four locations in the U.S. and Canada.

Purpose Statement

Responsible for the processes and systems related to the servicing of customers and support of the customer service team members. Directs the delivery of administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction. Provides team members with the appropriate training, tools, direction and motivation to enable their success.

Essential Functions

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include safety, interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Manages policy deployment in the areas of safety, quality, delivery, cost/lean processes, customer satisfaction, and employee relations. This includes directing the team’s improvement efforts in the creation and monitoring of key process improvement measurements and their graphic display.
• Directs staffing, training and performance evaluations to develop and improve the inside sales function. Supports new member orientation and develop a culture that welcomes new members.
• Coach and motivate team in providing daily customer service and technical advice. Actively develops people to take on roles of greater responsibility.
• Helps customer service leadership develop goals, action plans, and time tables.
• Be a liaison for internal customers (i.e. production, accounting, operations committee, etc.) and external customers to resolve conflicts, solve problems, clarify requirements and negotiate resolutions for customers (including issuing credits or other compensation.)
• Makes effective independent decisions representing day-to-day issues that do not require team discussion, input or agreement.
• Assists sales and engineering with new product research, customer requirements and market trends.
• Maintain an exemplary customer service/problem solving attitude and handle difficult customer situations to our customer’s satisfaction.
• Assist in worksite analysis such as identifying unrecognized potential hazards and work related injuries. Ensures compliance with applicable occupational safety and health regulations.
• All other duties as needed for the benefit of the group or organization.

Skills and Abilities

• Strong leadership, coaching, communication, interpersonal, problem-solving and organizational skills.
• Must be highly organized with the ability to perform multiple tasks and priorities.
• Working knowledge of budgets and financial statements.
• Ability to think strategically while looking toward milestones, developing team members, and examining work flow to promote future growth.
• Ability to lead, inspire, and motivate ensuring Gemini customers experience exceptional service.
• Knowledge of scheduling practices.
• Ability to influence and adapt to continuous improvement driven change.

Qualifications – Education & Experience

• Bachelor’s degree from a four-year college (preferred) or a two-year associate’s degree and a minimum of five years of experience in similar role.
• Supervisory experience in a customer service or production environment.
• Strong leadership, communication, interpersonal relationship and problem solving skills.

Physical Demands/Environmental Factors

• Position typically operates in a professional office environment.
• Periodic travel is required to attend trade shows, visit productions sites and corporate offices, and visit customers.