Customer Service Manager

Safari Land•Casper, WY

15d

About The Position

Manage all customer care functions for assigned customer base. Responsible for ensuring that all customer requirements are handled and processed accurately and timely. Manage all customer service functions to ensure assigned customers are provided a world class, compelling customer care experience.

Requirements

Minimum three (3) years supervisory experience
Five (5) years customer service experience
Bachelor's Degree in a business related discipline or six (6) years additional equivalent combination of work experience or education required
Expert knowledge of ERP systems and processes
Excellent interpersonal skills
Excellent communication skills both verbal and written
Exceptional time management skills
Proven ability to multitask
Project management skills
Basic Automatic Call Distributor administration
Process improvement skills
Vendor managed inventory skills
Electronic B2B concepts and processes
Vendor compliance and customer satisfaction concepts
Enterprise cross-functional process knowledge
Basic contract development and administration
Forecast and demand planning
Customer Relationship Management (CRM) concepts

Nice To Haves

Master's Degree a plus
Visual knowledge a plus
Intermediate knowledge on Microsoft Office Suite
Intermediate knowledge on Microsoft Visio application
Intermediate knowledge of law enforcement equipment and industry a plus

Responsibilities

Plan, assign, and review the work of associates providing customer care support
Administer assigned Automatic Call Distributor queues and ensure personnel alignment to meet service levels
Manage the training, orientation, and continuing development of subordinate associates
Coach, counsel and mentor assigned personnel on work-related problems or questions
Responsible for workforce management of assigned associates
Develop and implement new and revised policies and procedures
Determine and assemble data, compose special reports, periodic correspondence or work related records to support sales or customer requests and/or requirements
Answer inquiries from subordinates and customers concerning escalated issues
Analyze workload trends and staff appropriately to meet customer’s expectations
Analyze call queue Key Performance Indicators (KPI) and initiate required corrective actions
Analyze Sale Order Life Cycle KPI’s and initiate process improvement projects as required
Initiate and coordinate system enhancement projects
Lead and/or participate in cross-functional teams and team projects
Use extensive experience and judgment to plan and accomplish goals
Manage expenses for assigned team
Manage a team of approximately eight (8) to twenty (20) associates
Responsible for the professional development, coaching, counseling, and training of assigned personnel