The Customer Service Manager will oversee and manage the customer service department, ensuring excellent service standards, responding efficiently to customer inquiries, and maintaining high customer satisfaction. This role involves managing a team of customer service representatives, developing customer service policies, and implementing strategies to improve the customer experience.
Responsibilities
Lead, mentor, and manage a team of customer service representatives.
Develop and implement customer service policies and procedures.
Handle complex and escalated customer service issues.
Monitor and analyze customer service metrics and KPIs.
Collaborate with sales, operations, and logistics teams to ensure customer satisfaction.
Develop training programs and conduct regular training sessions for the customer service team.
Oversee order processing, returns, and customer account management.
Ensure timely and accurate communication with customers regarding orders, delivery schedules, and product information.
Identify opportunities for improving customer service processes and implement improvements.
Prepare and present regular reports on customer service performance to senior management.
Stay updated on industry trends and best practices in customer service.
Requirements
Experience working with ERP software
Strong customer service skills
Excellent communication skills, both written and verbal
Ability to problem solve to find the best solution to meet customer needs
De
Qualifications
Bachelor’s degree in Business Administration, Management, or a related field (preferred).
Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role.
Experience in the wholesale distribution industry is a plus.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Proficiency in customer service software, CRM, and Microsoft Office Suite.
Ability to handle stressful situations and resolve conflicts effectively.
Strong organizational and multitasking abilities.
Customer-focused with a passion for delivering exceptional service.
Preferred
Related experience in the fence, shutter or aluminum industry
Familiarity with Netsuite ERP
Familiarity with Hubspot CRM
Familiarity with blueprint takeoffs
Benefits
Health insurance (medical, vision, dental, life)
Paid time off
401k
Schedule
Monday to Friday
7:00am to 4:00pm
1 hour lunch
You should be proficient in:
Customer Service
Leadership / People Management
ID:yUx7fb Ref #: 334057
Seniority level
Entry level
Employment type
Full-time
Job function
Manufacturing
Industries
Automation Machinery Manufacturing
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