The Customer Service Manager is a leadership role, required to supervise and oversee the strategy, planning and execution of the organization's overall customer experience goals. This includes liaising with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across touchpoints. The Customer Service Manager is an organization's highest authority responsible for creating, managing and executing the customer experience strategy of the organization.
The Customer Service Manager is responsible for championing the customer experience throughout the business to ensure exceptional service is continuously provided to all customers across all channels and platforms. The Customer Service Manager leads or oversees customer feedback, wants, and needs to enhance the brand experience for customers. The Customer Service Manager identifies and implements improvements to drive a best-in-class customer experience with the organization's services. The Customer Service Manager works closely with other teams to ensure the customer experience is optimized and customer expectations are exceeded.
Summary of essential job functions
Perform extensive research and report on various sales tools (software, reporting tools, etc.).
Continuously improve sales and operations coordinate tools and processes
Create professional sales presentations.
Report working sales initiatives to the Leadership and Management teams as required.
Performs other duties and responsibilities as assigned
Manage the steps of onboarding new customers according to approved process.
Ensure all required documentation for customer onboarding is completed and distributed properly.
Manage and update rates for new and existing customers and verify software is correct with corporate pricing department
Complete required reports and distribute.
Must work well in a team environment and strive to support the needs of both the customer and other departments.
Work with collections team to ensure customer is paying timely & invoice issues are resolved in timely manner to avoid delays. Communicate invoicing issues with corrective actions.
Ability to exercise immediate judgment using established procedures when interacting with the customer.
The freedom to act with little supervision allows the incumbent maximum opportunity to guide and direct the customer into desired actions
Identify, implement, and lead process improvement initiatives.
Have an in-depth understanding of the supply chain market.
Collaborate with the Sales Department to escalate customer issues, process improvements, and potential business opportunities.
Work in partnership with Operations on efficiencies and best practices
Requirements
Minimum requirements
5 years of experience managing operational customer service teams
Ability to learn and practice procedures when trained
Excellent interpersonal and communication skills, including telephone and email with both internal and external customers
Excellent time management skills, problem-solving, organizational, and analytical skills
Detail oriented.
Demonstrate comfort with uncertainty or ambiguity and exhibit a bias for action.
Ability to analyze complex data and report findings/trends and provide recommendations.
Ability to work in a team environment, cultivate strong customer relationships, and work independently.
Ability to build and foster internal relationships, including training and mentoring others
Ability to stay calm, positive, helpful, and optimistic in a fast-paced, sometimes stressful environment.
Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
Proven management and/or relationship management experience at a senior, strategic level role.
Demonstrate ability to motivate and communicate with others at all levels
Influential relationships skills, able to use these relationships to deliver service improvements
Able to adapt and succeed in a changing environment
Evidence of well-developed leadership skills.
Computer proficiency, Microsoft software, and the ability to quickly learn new applications.
Fluent in English, both in speech and writing.
Ability to travel, as needed
Preferred Qualifications
Strong understanding and experience with 3rd party warehousing and transportation.
SAP, Warehouse Management Systems (preferably High Jump), Transportation Management Systems (preferably TMW) and Business Intelligence experience.
Ability to analyze customer demand and interpret MRP (material requirements planning) data.
Bachelor's degree in business management, communication, similar discipline or equivalent experience.
Abilities required
These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential job functions.