Customer Service Manager

Customer Service Manager

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 department's 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

Bilingual English / Spanish a plus

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

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 within department

Customer credits under $500

Incentive payout, change of procedure or implementation of a new procedure