Description:
Customer Service Manager
Responsibilities will include:
- Oversee Customer Service Teams in OHIO and MEXICO (total staff of 8 with 2 direct reports)
- Ensures teams are promptly addressing customers’ request, orders, questions, and concerns in a timely and accurate manner, while exercising the highest level of service and quality
- Improve customer support by substantially reducing customer response times and implement IT tools to upgrade service visibility, both internally and directly for customers
- Support Sales by promoting products to existing customers that are not currently being purchased
- Support Operations and Production with issues related to customer order requirements
- Introduce and upgrade IT skills with current staff to streamline order entry, processing, and tracking
- The Sr. Customer Service Manager reports to the VP of Sales.
Essential Functions
- Lead and develop customer service teams to deliver unparalleled customer service
- Communicate expectations, procedures, and policies to team.
- Assist in setting and monitoring performance objectives
- Manage department personnel issues including performance reviews, counseling, and progressive disciplinary actions
- Review daily and weekly reports, monitor service targets and exceed service standards
- Participate in customer service branch audits and perform regular department audits of staff and processes.