The customer service manager must plan, coordinate, and control the activities of the customer service team. This role also partners with our international team to ensure that customer requirements are being met. As a leadership position, the person in this role is expected to drive forward the goals of the organization including partnering with other department heads, as well as maintain and enhance customer relationships
RESPONSIBILITIES
Evaluate and manage staff performance to agreed customer standard levels and standards.
Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
Ensure the necessary tools and resources are available for quality customer service delivery.
Review customer complaints and track customer complaint resolution.
Train and coach staff.
Develop and implement customer service policies and procedures.
Identify and implement strategies to improve quality of service and productivity.
Manage returns and credit processing.
Recommend appropriate staffing levels to the VP of Customer Support Operations.
Once approved, recruit, interview and oversee the hiring of all new Customer Service team members.
Conduct performance reviews of direct reports, while counseling, motivating, and discipling staff as appropriate.
Comply with and ensure accountability for Company policies and procedures related to customer service standards, safety, and security procedures.
Ensure that all Customer Service employees are properly trained with appropriate documentation to evidence such training.
Assist all representatives in handling escalated issues.
Analyze customer pricing to ensure company profitability.
QUALIFICATIONS
Bachelor's Degree and 3-5 years of experience preferably in similar or related field. Experience exceeding 5+ years in customer service leadership role will be considered in lieu of a degree.
Manufacturing experience strongly preferred.
B2B experience/Account management required.
Customer/Client focused.
Excellent verbal and written communication skills.
Ability to solve problems logically and critically.
Demonstrate effective time management and organizational skills.