Customer Service Manager

Description

Purpose of Position

The Customer Service Manager is responsible for leading the customer service department to ensure high levels of customer satisfaction and drive continuous improvement in service operations. This role provides strategic direction for the customer service team, establishes service policies and performance standards, and collaborates across functions to enhance the overall customer experience.

Key Responsibilities

Strategic Leadership & Department Management

• Develop and implement customer service strategies aligned with company objectives.
• Establish key performance indicators (KPIs) to ensure the team meets or exceeds service expectations.
• Create and enforce policies and procedures to improve operational efficiency and customer satisfaction.
• Manage department budgets and allocate resources effectively to optimize operations.
• Take responsibility for work instructions within the department to ensure clarity and consistency.

Team Development & Leadership

• Lead, mentor, and develop the customer service team, including supervisors, leads, and representatives.
• Oversee training programs to enhance team skills and product knowledge.
• Conduct performance evaluations, provide constructive feedback, and implement improvement plans as needed.
• Foster a culture of accountability, engagement, and professional growth within the team.

Customer Relationship Management & Issue Resolution

• Serve as the highest escalation point for complex customer issues and complaints.
• Ensure that all customer interactions are handled professionally and efficiently.
• Build strong relationships with key customers to enhance service quality and loyalty.
• Implement feedback mechanisms to gather customer insights and drive service improvements.

Cross-Functional Collaboration & Process Improvement

• Collaborate closely with Sales, Operations, and Production teams to ensure seamless order fulfillment and customer satisfaction.
• Identify trends in customer inquiries and complaints, using data-driven insights to recommend and implement process improvements.
• Pursue technology and automation to increase the efficiency and accuracy of the department.

Reporting & Compliance

• Monitor and analyze customer service data, preparing reports for senior management.
• Ensure compliance with company policies, industry regulations, and customer requirements.
• Manage disciplinary actions and performance improvement processes within the department as necessary.
• Maintain a data-driven mindset, utilizing metrics to inform decisions and strategies for continuous improvement.

Additional Responsibilities

• Represent the Customer Service department in meetings with senior leadership.
• Participate in company initiatives and contribute to business growth strategies.
• Perform other duties as assigned.

Requirements

Qualifications

• 7+ years of customer service experience, with at least 3 years in a leadership or management role.
• Strong leadership, coaching, and conflict-resolution skills.
• Proven ability to develop and execute customer service strategies.
• Excellent communication and interpersonal skills.
• Experience in a manufacturing or industrial environment preferred.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel).
• Experience with CRM or ERP systems (Salesforce preferred).

Education

• Associate's degree preferred.