Do you thrive on building high-performing teams and ensuring customer satisfaction? Are you passionate about creating a positive customer experience and possess a strong understanding of sales operations? If so, then this Customer Service Manager role is for you!
Responsibilities:
Customer Service:
Willing to learn and become an expert in all customer service duties
Lead and motivate a team of Customer Service Representatives to consistently exceed customer expectations.
Develop, implement, and monitor customer service goals and key performance indicators (KPIs).
Recruit, hire, onboard, and train new customer service representatives.
Coach and mentor team members, providing ongoing feedback and development opportunities.
Identify and resolve complex customer issues, escalating as necessary.
Analyze customer feedback to identify trends and areas for improvement in service and products.
Create and maintain a positive and productive work environment for the customer service team.
Wholesale Inside Sales Collaboration:
Partner with the sales team to establish and help measure inside and outside sales KPIs.
Champion the standardized use of our ERP within the sales department.
Assist with sales reporting and analysis.
Train and support the sales team on how to fully utilize our ERP system.
Oversee ERP customer data capture to ensure accurate and complete information.
Create and curate call lists for the inside sales team.
Analyze call reports to identify areas for improvement in sales techniques.
Data mine retailer databases to identify sales opportunities.
Willing to learn and become proficient in all inside sales functions
Qualifications:
Minimum 3-5 years of experience in a customer service leadership role.
Proven track record of success in exceeding customer satisfaction goals.
Strong leadership, coaching, and mentoring skills.
Excellent communication, interpersonal, and problem-solving skills.
Ability to work effectively in a fast-paced and dynamic environment.