Senior Customer Service Manager

Brady Corporation

23h

About The Position

The Senior Manager, Customer Service, is responsible for leading and managing the customer service department to ensure the highest level of customer satisfaction. This role involves developing and implementing strategies to improve customer service operations, managing a team of customer service supervisors and representatives, and driving continuous improvement in customer service processes. The ideal candidate will have a strong leadership background, experience in customer service, and a proven track record of enhancing customer experiences.

Requirements

Leadership & Team Management
Strategic Planning & Execution
Performance Management
Customer Experience Enhancement
Resource Management
Cross-Functional Collaboration
Technology & Tools Management
strong leadership background
experience in customer service
proven track record of enhancing customer experiences

Responsibilities

Lead and manage a team of customer service reps and supervisors, providing guidance, support, and professional development.
Foster a positive and productive work environment that promotes teamwork, accountability, and excellence in customer service.
Develop and implement customer service strategies aligned with company goals to enhance customer satisfaction and loyalty.
Identify opportunities for process improvements and implement solutions to increase efficiency and effectiveness in customer service operations.
Collaborate to establish and monitor key performance indicators (KPIs) to evaluate the effectiveness of customer service teams and individual performance.
Conduct regular performance reviews, provide feedback, and implement action plans for continuous improvement.
Oversee the development and implementation of initiatives aimed at improving the overall customer experience across all channels.
Analyze customer feedback and complaints to identify trends and areas for improvement, ensuring prompt and effective resolution of issues.
Optimize staffing levels and scheduling to meet fluctuating demand while maintaining a high level of service.
Collaborate with other departments, including Sales, Marketing, and Product Development, to ensure a seamless customer experience.
Serve as the voice of the customer in cross-functional meetings, ensuring that customer needs and expectations are considered in decision-making.
Evaluate and implement customer service technologies, such as FreshDesk, Nice InContact, SF.com, to enhance service delivery.
Ensure that customer service teams are fully trained on the use of these technologies and that they are used effectively