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Customer Service Manager

2 months ago

Minneapolis, United States Robert Half Full time

We are seeking a highly skilled and motivated Customer Service Manager to oversee and manage all aspects of our client’s customer service department. This role is integral in ensuring customer satisfaction and driving sales growth. The ideal candidate will have a strong background in customer service management, excellent leadership abilities, and a proactive approach to problem-solving.


Responsibilities:

  • Lead and supervise a team of Customer Service Representatives to achieve high performance and professional growth.
  • Develop and implement metrics to measure customer service performance.
  • Conduct regular training and development sessions to enhance team skills and knowledge.
  • Regularly analyze data to identify trends, areas for improvement, and opportunities to enhance the customer experience.
  • Oversee the day-to-day operations of the customer service department, including order processing, issue resolution, and customer inquiries.
  • Serve as a liaison between customers, sales, marketing, and production teams to ensure clear and effective communication of customer requirements and expectations.
  • Foster and maintain strong relationships with key customers, addressing their needs and concerns promptly and effectively.
  • Act as the primary point of contact for escalated customer issues and complaints.
  • Ensure efficient and accurate handling of customer orders, returns, and exchanges.
  • Assist in planning and coordinating manufacturing activities in cooperation with the production team.
  • Ensure timely delivery of products by organizing and reviewing order entries and communicating with internal and external customers.
  • Assist in sales and marketing initiatives, such as questionnaires, bids, trials, sample distribution, and promotional activities.
  • Utilize feedback from associates and customers to promote continuous improvement in quality, service, and communication.
  • Ensure compliance with all company policies and work instructions within the Customer Service Department.


Qualifications:

  • Bachelor’s degree in business, communications, or related field, or equivalent combination of education and experience.
  • Minimum of 5 years of customer service management experience, preferably within a manufacturing, packaging, or distribution environment.
  • Proficient in Microsoft Office applications, preferred experience utilizing an ERP.
  • Strong understanding of order entry policies and practices.
  • Familiarity with total quality management principles as they relate to customer service.
  • Excellent problem-solving skills and the ability to manage ambiguous situations.
  • Strong conflict management and resolution skills.
  • Exceptional communication skills, both oral and written.
  • Strong organizational skills with the ability to set priorities and manage multiple tasks simultaneously.
  • Commitment to delivering high-quality customer service and fostering a customer-centric culture.