Customer Service Manager

JOB SUMMARY
The Customer Service Manager is responsible for the hiring, training, and supervision of the Customer Service Department. Responsible for developing, implementing, and maintaining department objectives. Manages sales support and account support functions within the department to ensure the highest level of customer satisfaction through various customer service activities.

RESPONSIBILITIES

• Develops and promotes the department’s goals and objectives through the management of planning and supervising activities
• Develop, implement, and maintain department procedures. Analyze and identify changes to increase department efficiency and improved service
• Monitor and analyze CS effectiveness reports (daily, weekly, and monthly) to enhance department efficiency
• Responsible for overall order entry process – review flow accuracy, ensure cut off times are adhered to, communicate with Sales Management regarding potential issues
• Communicate sales opportunities to the Sales team in order to maximize sales penetration
• Hire, hold the team accountable, training, write schedules, manage CMP process and conduct 30,60,90 day reviews

QUALIFICATIONS
Education
High School Diploma or equivalent

Experience
3 years or more of customer service or call center experience

Skills

• Good communication skills
• Proved ability to communicate effectively to satisfy the customers’ needs
• Experience managing individuals, motivating, training and disciplining a staff
• Good computer skills - Working knowledge of MS Office (Word, Excel, Outlook) a plus
• Bilingual English/Spanish a plus
• Ability to handle multiple tasks
• Strong organizational skills and ability to handle crisis situations effectively
• Good Operational knowledge of a distribution warehouse environment

 
Decision Making Authority
Most important decisions made fully independently:

• Weekly schedules, hiring (90%), job responsibility with-in department
• Customer credits under $500
• Incentive payout, change of procedure or implementation of a new procedure