Customer Service Manager

SGII Inc dba SeneGence•Sapulpa, OK

23d

About The Position

SeneGence International Inc., a privately owned network marketing company specializing in personal care products, is seeking a Customer Service Manager. This role involves leading service activities in a high-volume, multi-shift, and multi-function service center. The Customer Service Manager is responsible for ensuring positive interactions with the independent sales force and end consumers, maintaining staffing levels, and delivering exceptional service.

Requirements

Team player with 3-5 years of call center/customer service experience, including management.
Associates Degreeor equivalent education and experience.
Ability to mentor, coach, and promote employee growth.
Self-starter with the ability to thrive in a high-paced and stressful working environment.
Proficiencyin learning and adhering to customer care policies, processes, and principles.
Proactive assessment and independent thinking abilities.
Strong multitasking, organizational, and time management skills.
Excellent verbal and written communication skills for obtaining and conveying information and writing policies and procedures.
Proficiencyin Microsoft Word, Excel, and Outlook for producing business correspondence and reports.
Consistent and regular attendance is expected.

Nice To Haves

Previousexperience in network marketing or similar industry.
Knowledge of SeneGence products and the independent sales force.
Familiarity with customer care policies and principles.
Proficiencyinadditionallanguages.

Responsibilities

Supervise day-to-day operations in the customer service department.
Oversee global training content for new SeneCare agents and ensure alignment across the company.
Address customer escalation requests and complaints for assigned markets.
Collaborate with management and HR for employee hiring and separation.
Manage time and attendance records for customer service staff.
Provide direction and leadership to the Customer Operations function, including setting goals and expectations, assigning responsibilities, and measuring performance outcomes.
Resolve customer issues and recommend corrective measures for process improvements or policy changes.
Create and distribute reports to Marketing and Operations on distributor issues, back orders, website updates, shipment tracking,special events, marketing programs, and commissions.
Maintain the customer service training manual and onboard new customer service agents.
Meet or exceed goals for the Customer Service Department as defined by the Director of SeneCare.
Disseminate information on product specials, new product launches, contests, marketing programs, and events.
Other duties as requested by businessneed.