Manager Customer Service

## Description

• 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)