Customer Service Manager
3 weeks ago
Position: Customer Service Manager
Summary:
We are seeking an adept Customer Service Manager to lead our Customer Care, Order Entry, and Invoicing team. The ideal candidate will possess hands-on managerial skills and maintain a thorough understanding of our products and pricing. Upholding the highest standards of professionalism, they will ensure all customer inquiries are addressed promptly and courteously while spearheading continuous improvement initiatives to enhance overall customer satisfaction.
Responsibilities:
- Lead and manage the Customer Care team, overseeing day-to-day operations, performance evaluations, and budget planning.
- Maintain departmental accuracy through regular review of key reports and indicators.
- Identify and address training needs within the department to ensure staff proficiency in product knowledge and processes.
- Foster open communication with various departments and stakeholders to streamline operations and address customer needs efficiently.
- Proactively identify opportunities for quality and process improvements to elevate the customer experience.
- Collaborate with Sales/Marketing teams and distributors to facilitate special orders and programs.
- Analyze backlog and implement strategies for efficient order processing.
- Explore and implement new technologies to optimize customer service operations.
- Coach team members on best practices in time management, workflow, and stress management.
- Manage customer complaints and return authorization requests in accordance with company guidelines.
- Maintain adherence to ISO documentation and quality management procedures.
- Conduct regular assessments of customer satisfaction and implement improvements as needed.
- Oversee the overall pre and post-sale customer interactions
- Review and run daily/weekly/monthly reports and provide the appropriate updates/feedback to the team
- Work with internal departments (Purchasing, Production, Sales, Accounting, Shipping/Receiving, Quality) to improve processes and communication between departments
- Actively manage the order schedule alongside the Production Manager to meet customer and business needs.
- Bachelor's degree in Business Management or Administration.
- Minimum of 5-7 years of team management experience.
- Exceptional verbal and written communication skills.
- Proficiency in ERP, CRM, Microsoft Outlook, and Excel.
- Previous experience in a B2B manufacturing environment preferred.
- Strong leadership, problem-solving, and time management skills.
- Ability to build trust and rapport with employees and stakeholders.
- Strong knowledge in Business Process Development, documentation and implementation
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