Customer Service Manager

4 weeks ago

Colmar, United States London Approach Full time

We are seeking an experienced and dedicated Customer Service Manager to lead our customer service team and elevate our commitment to delivering a best-in-class customer experience. As the Customer Service Manager, you will play a pivotal role in overseeing the management of private label accounts and ensuring the accurate maintenance and reconciliation of customer pricing. You will collaborate closely with the sales team and other internal departments, ensuring smooth operations and exceptional customer satisfaction.


Key Responsibilities:

  • Lead and mentor the customer service team to consistently deliver high-quality service, ensuring a seamless customer experience.
  • Oversee the management of private label accounts, ensuring all customer-specific pricing, project-specific quotations, purchase orders, and standard pricing are accurate and up-to-date.
  • Act as the primary intermediary between customers and internal teams, ensuring effective communication of pricing, order details, and project updates.
  • Ensure pricing accuracy and manage reconciliation processes, addressing discrepancies and implementing corrective actions as necessary.
  • Partner with the Sales and Operations teams to support overall pricing strategies, including price adjustments, promotions, and project-specific quotations.
  • Lead the process of customer pricing maintenance, continuously improving systems and practices to optimize efficiency.
  • Implement customer service policies, practices, and procedures that align with company goals and enhance the customer experience.
  • Drive continuous improvement initiatives to streamline processes and improve response times for customer inquiries and issues.
  • Prepare and present regular reports on customer service performance, identifying areas for improvement and working with cross-functional teams to implement solutions.

Requirements:

  • Proven experience in a customer service management role, preferably with a focus on pricing and private label accounts.
  • Strong leadership and team development skills, with a track record of coaching and mentoring customer service professionals.
  • Excellent communication and interpersonal skills, with the ability to collaborate across departments and build strong relationships with customers.
  • Detail-oriented with strong analytical and problem-solving abilities.
  • Proficiency in using CRM and ERP systems, as well as Microsoft Office Suite.
  • Ability to thrive in a fast-paced, dynamic environment, balancing multiple priorities while maintaining a high standard of service.

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