The Customer Service Manager will oversee Customer Service representatives; responsible for providing a strong customer experience through accurate and prompt order entry and fielding customer inquiries, customer communications, establishing and improving existing processes, creating and managing KPI’s targeting an improved customer experience. The manager will mentor and develop the Customer Service representatives and promote a productive work environment for the team and with cross-functional partners. The position will own the tactical execution of the day-to-day Customer Service responsibilities for a specific business, domestic only.
Key Tasks and Responsibilities
- Mentor and grow team members - coaching, career development, talent assessment, understand and leverage individuals’ skills and interests
- Create a collaborative, inclusive and productive work environment
- Manage workload of team and ensure business continuity
- Collaborate with cross-functional team members to profitably service customers
- Measure key performance indicators and service level agreements
- Conduct root cause analysis and identify opportunities for process improvements and team efficiencies and drive action plans
- Implement training guides, schedules and process tools
- Collaborate with peers to share best practices and standardize processes where appropriate
- Keep fluid and effective communication with customers.
Skills and Attributes Requirements
- Ability to coach, develop and motivate a team
- Excellent communicator with the ability to communicate and collaborate with all levels of management
- Strong understanding of the Order to Cash process
- Ability to multitask and prioritize workload under pressure while maintaining a positive attitude
- Strong problem-solving and analytical skills
- Ability to work in a matrix environment
- Process driven and ability to quickly learn new systems and implement change within the team
Education/Experience Requirements
- High School diploma required , Bachelor’s degree preferred
- Minimum 3 years’ experience in customer service, analytics, billing or supply chain preferably in a manufacturing environment
- Demonstrated management/leadership skills
- Minimum 2 years’ experience with ERP database system , preferably SAP or MS AX
- Preferred experience with a CRM software such as Salesforce
