The Customer Service Manager is the leading role in the Customer Service Department. The ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.
The main objective of this position is to plan, coordinate and control the activities, of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.
Duties and Responsibilities:
Observe all company Health and Safety policies and utilize safe working practices.
Adhere to Quality Management System in performance of tasks.
Develop and implement customer service policies and procedures
Define and communicate customer service standards
Review and assess customer service contracts
Oversee the achievement and maintenance of agreed customer service levels and standards
Direct the daily operations of the customer service team
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Ensure the necessary resources and tools are available for quality customer service delivery
Review customer complaints
Track customer complaint resolution
Handle complex and escalated customer service issues
Monitor accuracy of reporting and data base information
Analyze relevant data to determine customer service outputs
Identify and implement strategies to improve quality of service, productivity and profitability
Collaborate with company management to support and implement growth strategies
Coordinate and manage customer service projects and initiatives
Ensure budget requirements are met
Evaluate and performance manage staff
Identify and address staff training and coaching needs
Skills:
Communication skills
Customer service focus
Supervisory skills
Problem analysis and problem-solving
Decision-making
Planning and organizing
Initiative
Flexibility
Presentation skills
Stress tolerance
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. '
Ability to communicate clearly and professionally, both verbally and in writing
Strong work ethic and team player mentality
Strong decision making and problem-solving skills
Ability to work independently with little supervision
Ability to handle and resolve customer related issues in a patient and friendly manner
High sense of commitment to customer service with respect to treating and caring for customers
Knowledge of Microsoft Office including Outlook, Word, and Excel
Required Education and Experience
Bachelor's degree in business administration or relevant.
A minimum of 5 years of proven experience in a customer service position.
High degree of proficiency in MS Excel, Word, PowerPoint, and Outlook.
Outstanding written and verbal communication skills.
Good understanding of management practices and techniques.
Excellent leadership and interpersonal skills.
Supervisory Responsibility
This position has supervisory responsibilities
Work Environment
This job operates in a professional office environment. This role 'routinely uses standard office equipment such as computers, 'phones, photocopiers, filing cabinets and fax machines.
While performing the duties of this job, the employee will be visiting manufacturing sites and may be subject to typical manufacturing hazards (moving pieces of equipment, loud noises, chemicals, etc.).
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. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool as necessary.
Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m., or otherwise as mutually agreed, must remain flexible and open to possible schedule changes in order to meet business needs.
Travel
Regular customer and trade show visits are expected, which will include air travel.
ITAR Requirements
To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
AAP/EEO Statement
Axiom is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.