Manager Customer Service

Job DetailsJob Location: Osborn Richmond - Richmond, IN 47374Salary Range: $84,000.00 - $102,000.00 Salary/yearJob Category: Management Direct daily operations of the customer account coordinators; plan, prioritize, and delegate work tasks to ensure the proper functioning of the department Deliver prompt and professional solutions for customer inquiries via phone, email, online chat, etc.; resolve customer inquiries promptly and accurately to ensure customer satisfaction. Escalate as needed. Provide customers with product information, availability, and lead time, and make product recommendations Provide training to customer account coordinators: Provide comprehensive training and guidance to help deliver great customer experiences, including inside sales activities. Monitor and report on performance: Compile and analyze data, establish and communicate service metrics, and audit procedures and trends to share with upper management Review customer complaints thoroughly to identify and resolve issues impacting the service, efficiency, and productivity of customer account coordinators Facilitate interdepartmental collaboration by integrating customer service insights into strategic planning and reviews, fostering partnerships with departmental leaders Enhance operational efficiency by conducting thorough analysis, evaluation, and redesign of processes, and identifying opportunities for system enhancement Lead and develop a team of customer account coordinators, offering feedback and guidance as needed to foster growth and excellence Oversee the end-to-end management of customer orders, from purchase order to final shipping, ensuring meticulous documentation to track customer requests and inquiries. Provide administrative and operational assistance to ensure smooth product delivery to customers Supervise the budget allocated to the customer service department Qualifications Bachelor’s degree preferred Seven (7) plus years experience in Customer Service Management; manufacturing/industrial setting required Preferred experience establishing or revitalizing Customer Service organizations, while managing remote or international workforces. Located primarily onsite (remote work available occasionally)