Customer Service Manager

Customer Service Manager

We're seeking a dynamic and empathetic Customer Service Manager to elevate our customer's experience. This role is ideal for someone who thrives in fast-paced environments, loves solving problems, and is passionate about building strong relationships with customers and team members alike.

Salary : $65,000 - $70,000 / yr DOE

Responsibilities

Customer Experience Management

o Ensure timely and effective resolution of customer inquiries, complaints, and feedback

o Monitor customer satisfaction metrics and implement strategies for improvement

o Develop and maintain customer service policies and procedures

Process Optimization

o Identify inefficiencies and implement process improvements

o Collaborate with other departments to streamline customer interactions

o Leverage CRM tools and analytics to enhance service delivery

Reporting & Analysis

o Track KPIs such as response time, resolution rate, and customer satisfaction scores

o Prepare regular reports for senior management

o Use data to inform strategic decisions and improve team performance

Conflict Resolution

o Handle escalated issues with professionalism and empathy

o Act as the point of contact for high-priority customer concerns

Skills / Qualifications

Bachelor's degree in Business, Communications, or related field (preferred)

3+ years of experience in customer service, with at least 1 year in a leadership role

Proficiency in CRM systems (e.g., Salesforce, Zendesk)

Strong analytical and interpersonal skills

Ability to manage multiple priorities and remain calm under pressure

Maintain a customer-first mindset in all interactions and decisions

Foster a positive, inclusive, and high-performing team culture

Stay up-to-date with industry trends and customer service technologies

Demonstrate excellent communication, problem-solving, and organizational skills

Be proactive in identifying challenges and proposing solutions

Ensure compliance with company policies and relevant regulations

Company Overview

Element is one of the fastest growing testing, inspection, and certification businesses in the world. Globally we have more than 9,000 brilliant minds operating from 270 sites across 30 countries. Together we share an ambitious purpose to 'Make tomorrow safer than today'.

When failure in use is not an option, we help customers make certain that their products, materials, processes, and services are safe, compliant, and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.

While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.

Industries across the world depend on our care, attention to detail, and the absolute accuracy of our work. The role we have to play in creating a safer world is much bigger than our organization.

Diversity Statement

At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming 'the world's most trusted testing partner'.

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following : age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

"If you need an accommodation filling out an application, or applying to a job, please email Recruitment@element.com"