Manager, Customer Service
JOB SUMMARY
The Customer Service Manager is responsible for the hiring, training, and supervision of the Customer Service Department. Responsible for developing, implementing, and maintaining department objectives. Manages sales support and account support functions within the department to ensure the highest level of customer satisfaction through various customer service activities.
RESPONSIBILITIES
Develops and promotes the departments goals and objectives through the management of planning and supervising activities
Develop, implement, and maintain department procedures. Analyze and identify changes to increase department efficiency and improved service
Monitor and analyze CS effectiveness reports (daily, weekly, and monthly) to enhance department efficiency
Responsible for overall order entry process review flow accuracy, ensure cut off times are adhered to, communicate with Sales Management regarding potential issues
Communicate sales opportunities to the Sales team in order to maximize sales penetration
Hire, hold the team accountable, training, write schedules, manage CMP process and conduct 30,60,90 day reviews
QUALIFICATIONS
Education
High School Diploma or equivalent
Experience
3 years or more of customer service or call center experience
Skills
Good communication skills
Proved ability to communicate effectively to satisfy the customers needs
Experience managing individuals, motivating, training and disciplining a staff
Good computer skills - Working knowledge of MS Office (Word, Excel, Outlook) a plus
Bilingual English/Spanish a plus
Ability to handle multiple tasks
Strong organizational skills and ability to handle crisis situations effectively
Good Operational knowledge of a distribution warehouse environment
Decision Making Authority
Most important decisions made fully independently:
Weekly schedules, hiring (90%), job responsibility with-in department
Customer credits under $500
Incentive payout, change of procedure or implementation of a new procedure
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