Customer Service Manager
This position is responsible for organizing and directing the activities of a call center staff to achieve outstanding customer service. The Customer Service Manager trains and guides Customer Service Representatives (CSRs) to execute their order management tasks to the highest level possible.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Additional responsibilities may be assigned.
Supervises and oversees activities of Customer Service Representatives.
Trains, assigns and coaches CSR’s to accomplish customer service requirements and objectives.
Reviews staff communications, job contributions and staff job expectations.
Develops and implements policies, improved policies and procedures.
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Follows up and resolves complaints (both internally and externally) and answers questions of customers (and CSRs) regarding services and procedures.
Must possess excellent written and verbal communication skills with the ability to communicate clearly and concisely with both internal and external customers, management, and all levels throughout the organization.
Strong organizational skills with the ability to adjust priorities, expediting work and manage time wisely.
Provides daily, weekly, and monthly reports to customers upon request.
Determines customer service requirements through customer collaboration to define, document, train and adhere to the agreed upon “Business Rules”; ensuring policies and procedures are in place to meet requirements for shipping, labeling, etc.
Ensures that customers are retained, satisfied, and that their needs are fulfilled.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks and participating in professional organizations.
Manages the Data Analyst/Invoicing Agent position for completeness, accuracy and timeliness.
Management and oversight of carrier relationships, performance and compliance.
SUPERVISORY RESPONSIBILITIES
Customer Service Representatives
Data Analyst/Invoicing Agent
EDUCATION and/or EXPERIENCE
Bachelor’s degree preferred. At least three to five years of strong customer service experience and/or two years of Supervisory experience with demonstrated ability to effectively lead and train personnel in customer service. Strong problem solving skills. Proficient computer skills; ie Microsoft Office, WMS. CRM System experience preferred (Salesforce, Zendesk, MS Dynamics, or similar).