Customer Service Manager

Responsibilities:

• Team Leadership & Management: Lead and manage a team of customer service personnel, providing guidance, coaching, and performance oversight to ensure high levels of service delivery.
• Operational Oversight: Provide leadership and support to field sales/support activities, various business groups, and/or the corporate organization in the areas of sales administration, order fulfillment, and general support administration.
• Strategic Planning & Control: Plan, organize, direct, and control the activities and staff necessary to deliver effective solutions, consulting services, and operational controls to one or more defined business areas or processes.
• Organizational Strategy Development: Develop and implement organizational strategies that are closely aligned with the needs of external customers, industry trends, market demands, and internal business partner objectives.
• Customer Satisfaction: Take full responsibility for achieving and exceeding defined customer satisfaction goals, continuously striving to enhance the customer experience.
• Process Improvement: Identify opportunities for process improvements within customer service operations to enhance efficiency, quality, and responsiveness.
• Stakeholder Collaboration: Collaborate effectively with various internal departments to ensure seamless customer interactions and integrated service delivery.

Required Skills:

• Proven experience in managing customer service personnel.
• Strong leadership abilities with experience in guiding field sales/support activities and business groups.
• Expertise in sales administration, order fulfillment, and support administration.
• Ability to plan, organize, direct, and control activities and staff to provide solutions and consulting.
• Demonstrated ability to develop organizational strategies aligned with customer and business needs.
• Track record of achieving customer satisfaction goals.
• Excellent communication, interpersonal, and problem-solving skills.