Customer Service Manager
About The Position
The Customer Service Manager reports to the Sr Director of Program Management and develops strategic initiatives for targeted markets that support the Company’s strategic direction and long-term success. The role serves customers by planning, implementing, and evaluating customer service systems, and by directing staff. The manager leads customer service representatives supporting one of the company’s largest customers and is ultimately responsible for all direct reports. This person handles personnel and customer issues, works across internal departments to resolve problems, and oversees customer inquiries, orders, and complaints. The manager also recruits, hires, develops, and leads customer service representatives to support incremental revenue, while monitoring goals established by the Customer Experience Director and working to meet or exceed them.
Requirements
- At least 5 years of proven experience building, leading, and scaling enterprise customer service teams or remote teams.
- Experience hiring, training, developing, and leading a customer service team.
- Experience administering disciplinary action.
- Knowledge of just-in-time inventory.
- Institutional knowledge of enterprise sales tools and the competitive landscape.
- Advanced experience with enterprise sales tools and platforms, and fluency with CRM.
- Ability to multitask and effectively prioritize competing priorities in a dynamic, fast-paced, entrepreneurial environment.
- Strong problem-solving skills, with a diplomatic, effective, and efficient approach.
- Self-directed approach, sense of urgency, focus, and discipline.
- Strong work ethic, enthusiasm for learning and teaching, and business acumen.
Nice To Haves
- B.A. or B.S. in a relevant degree.
- An advanced degree.
- B2B enterprise fastener and/or distribution experience.
Responsibilities
- Develop strategic initiatives for targeted markets to support the Company’s strategic direction and long-term success.
- Plan, implement, and evaluate customer service systems and direct staff.
- Manage a team of customer service representatives handling one of the company’s largest customers, with responsibility for all direct reports.
- Oversee accountabilities and communicate and enforce company values, policies, and procedures.
- Plan, monitor, appraise, and review employees’ job contributions.
- Handle personnel and customer issues and work with internal departments to resolve issues at various levels.
- Respond to customer correspondence and inquiries, enter orders, and resolve complaints.
- Recruit, hire, develop, manage, and lead customer service representatives to drive incremental revenue.
- Monitor goals set by the Customer Experience Director for the manager and the team, and follow through to meet or exceed those goals.
- Identify, onboard, and retain new talent.
- Carry out inventory and sales metrics and responsibilities.
- Complete other related work as needed to support customer service and the organization’s mission.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
