Our Customer Service Manager has excellent interpersonal skills and the ability to build a team that works well together and provides superior service. As a Customer Service Manager, you will lead day-to-day activities of a highly visible, customer service and logistics team. You will translate data into a story that will help drive the team towards achieving individual, team, and business metrics.
Duties and Responsibilities:
Accomplish customer service and logistic objectives by recruiting, selecting, training, coaching, and disciplining employees; communicate job expectations and plan, monitor, appraise, and review job contributions and compensation actions.
Achieve customer service and logistic objectives by contributing customer service information and recommendations to strategic plans and reviews; prepare and complete action plans as well as implement production, productivity, quality, and customer-service standards, resolve
problems, complete audits, identify customer service trends, determine system improvements, and implement change
Determine customer service and logistic requirements by maintaining contact with customers and sales; visiting operational environments; conducting surveys; benchmarking best practices; analyzing information and applications
Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes
Maximize customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems
First level of escalation to help the team resolve more complex customer or carrier issues in a timely manner
Enhance the customer experience by working with partners across the organization to continually improve the tools and process.
Bachelor's degree or related experience
5+ years of experience in customer service in a fast-paced industrial environment
Working knowledge of SAP
3+ years of experience leading a customer service organization
Proficiency in Microsoft Office Suite including Microsoft Word (creating, saving, formatting documents), Microsoft Excel
(ability to create, copy, edit, send, navigate using tabs, and save spreadsheets), Microsoft Outlook (ability to open and send emails, categorize
emails, and use of calendar) and Microsoft PowerPoint (ability to create, editing, and formatting presentations).
Excellent verbal and written communication skills
Strong attention to detail, organizational and multi-tasking skills are a must
Persistent, resilient, persuasive, and able to tackle situations head-on
The ability to quickly learn and master a wide array of new concepts, products, and services
Excellent efficiency and organizational skills