Customer Service Manager Mebane, NC
Customer Service Manager Mebane, NC
January 26, 2022 2022-01-26 22 : 03 Summary
The Customer Service Manager is responsible for leading, directing and controlling customer service processes and procedures so that they meet the organizations overall business objectives and protect customer relationships.
The incumbent will drive a continuous improvement mentality to enhance the customer experience.
Primary Responsibilities :
- Owns the overall end to end customer service function, from order entry to shipment.
- Manages the customer relationship and serves as a key point of contact to IntraPac customers.
- Leads a team consisting of Customer Service Representatives.
- Partners with sales and manufacturing to analyze customer requirements as they are related to our production plan and owns the proactive communication strategy to the customer.
- Proactively manages customers finished goods inventory levels.
- Oversees the coordinating of shipping.
- Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow.
- Ensures the volume of work produced meets product / service standards and exceeds quality standards.
- Sets and reports benchmark metrics to drive customer service excellence utilize NPS as continuous improvement tool.
- Creates tools and training materials for customer service so onboarding is consistent and customer experience is seamless and performance is sustainable.
- Recognizes and recommends operational improvements.
- Responsible for the day-to-day application of organizational policies and procedures.
- Monitors performance of staff members according to established monitoring standards.
- Liaises with other facility staff, particularly in quality, planning, and production, to ensure that customer service strategies and activities are integrated with other parts of the business and align to the overall corporate objectives.
- Other duties as assigned by management.
Requirements
- Bachelors degree preferred.
- 3+ years of work experience in a commercial / customer-interfacing role focused on manufacturing.
- Ability to positively work with customers & coworkers.
- Analytical, detail oriented.
- Strong organizational and communication / listening skills.
- Ability to maintain professionalism under stressful circumstances.
- Logical problem solver.
- Promotes a strong work ethic and team player mentality.
- Strong in Excel, Word, and PowerPoint.
- Must have unrestricted work authorization for the United States.
Job Location : Mebane North Carolina Description
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