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Customer Service Team Manager

3 months ago

Hopkinsville, United States White Full time

We empower employees to create a better future by upholding safety standards, solving complex problems, continuous improvement, and fostering inclusivity. Every part and every voice matters.


JOB DESCRIPTION:


This position requires a diverse range of responsibilities to ensure successful customer service. It involves resolving customer issues, mentoring, and developing customer service representatives, ensuring accurate and timely order processing, and coordinating with operations planners. The role also involves promoting quality and continuous improvement, maintaining customer data, and fostering positive communication with stakeholders.


JOB DUTIES & RESPONSIBILITIES:


Take ownership of customer’s issues and follow problems through to resolution.

Mentor and develop customer service representatives: foster an environment where they can excel through encouragement and empowerment.

Serves as the escalated order contact for the customer.

Working with the CSRs, to ensure orders processed are accurate, timely, and complete.

Establish and maintain effective communication of information to Account Managers and other team members as needed, including internal and external customers.

Coordinate with operations planners any changes in customer requirements, new products, and phase-out of existing products.

Promote quality and continuous improvement.

Create or update standard work materials to drive the most efficient process of servicing our customers.

Supports sales & marketing with customer master data maintenance.

Communicate and interact with internal and external personnel with a positive and friendly demeanor.


EDUCATION & REQUIREMENTS:


Bachelor’s degree, master’s degree is preferred.

Ideally have five years of experience in a customer service role, with a minimum of 3 years leading a team and experience working in Demand Planning or Order Handling in a multinational corporation.

Approach tasks and interactions with a positive and proactive attitude.

Strong oral and written communication skills, along with organizational abilities and a diligent work ethic.

Proficiency in Microsoft Office Suite (i.e. Outlook, Word, Excel, etc.)

Effective knowledge and experience with SAP and ERP Business systems is required.

Critical thinking skills, excel as a collaborator and effectively build positive working relationships with all team members - regardless of their location.

Must possess a service-oriented mindset, which is crucial for building trust and strong relationships with customers.

Effective time management and adaptability to changing business needs are imperative.