Manager Customer Service
About The Position
Manage the daily operations of the customer account coordinators, planning, prioritizing, and delegating work tasks to ensure the department functions properly. Deliver prompt and professional solutions for customer inquiries via phone, email, online chat, etc., resolving them promptly and accurately to ensure customer satisfaction. Provide customers with product information, availability, and lead time, and make product recommendations. Provide comprehensive training and guidance to customer account coordinators to help them deliver great customer experiences, including inside sales activities. Compile and analyze data, establish and communicate service metrics, and audit procedures and trends to share with upper management. Review customer complaints thoroughly to identify and resolve issues impacting the service, efficiency, and productivity of customer account coordinators. Facilitate interdepartmental collaboration by integrating customer service insights into strategic planning and reviews, fostering partnerships with departmental leaders. Enhance operational efficiency by conducting thorough analysis, evaluation, and redesign of processes, and identifying opportunities for system enhancement. Lead and develop a team of customer account coordinators, offering feedback and guidance as needed to foster growth and excellence. Oversee the end-to-end management of customer orders, from purchase order to final shipping, ensuring meticulous documentation to track customer requests and inquiries. Provide administrative and operational assistance to ensure smooth product delivery to customers. Supervise the budget allocated to the customer service department.
Requirements
- Bachelor’s degree preferred
- Seven (7) plus years experience in Customer Service Management
- manufacturing/industrial setting required
Nice To Haves
- Preferred experience establishing or revitalizing Customer Service organizations, while managing remote or international workforces.
Responsibilities
- Direct daily operations of the customer account coordinators; plan, prioritize, and delegate work tasks to ensure the proper functioning of the department
- Deliver prompt and professional solutions for customer inquiries via phone, email, online chat, etc.; resolve customer inquiries promptly and accurately to ensure customer satisfaction. Escalate as needed.
- Provide customers with product information, availability, and lead time, and make product recommendations
- Provide training to customer account coordinators: Provide comprehensive training and guidance to help deliver great customer experiences, including inside sales activities.
- Monitor and report on performance: Compile and analyze data, establish and communicate service metrics, and audit procedures and trends to share with upper management
- Review customer complaints thoroughly to identify and resolve issues impacting the service, efficiency, and productivity of customer account coordinators
- Facilitate interdepartmental collaboration by integrating customer service insights into strategic planning and reviews, fostering partnerships with departmental leaders
- Enhance operational efficiency by conducting thorough analysis, evaluation, and redesign of processes, and identifying opportunities for system enhancement
- Lead and develop a team of customer account coordinators, offering feedback and guidance as needed to foster growth and excellence
- Oversee the end-to-end management of customer orders, from purchase order to final shipping, ensuring meticulous documentation to track customer requests and inquiries.
- Provide administrative and operational assistance to ensure smooth product delivery to customers
- Supervise the budget allocated to the customer service department.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
