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Customer Service Manager

2 months ago

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Customer Service Manager Job Description

Do you thrive on building high-performing teams and ensuring customer satisfaction? Are you passionate about creating a positive customer experience and possess a strong understanding of sales operations? If so, then this Customer Service Manager role is for you

Responsibilities:

  • Customer Service:
  • Willing to learn and become an expert in all customer service duties
  • Lead and motivate a team of Customer Service Representatives to consistently exceed customer expectations.
  • Develop, implement, and monitor customer service goals and key performance indicators (KPIs).
  • Recruit, hire, onboard, and train new customer service representatives.
  • Coach and mentor team members, providing ongoing feedback and development opportunities.
  • Identify and resolve complex customer issues, escalating as necessary.
  • Analyze customer feedback to identify trends and areas for improvement in service and products.
  • Create and maintain a positive and productive work environment for the customer service team.
  • Wholesale Inside Sales Collaboration:
  • Partner with the sales team to establish and help measure inside and outside sales KPIs.
  • Champion the standardized use of our ERP within the sales department.
  • Assist with sales reporting and analysis.
  • Train and support the sales team on how to fully utilize our ERP system.
  • Oversee ERP customer data capture to ensure accurate and complete information.
  • Create and curate call lists for the inside sales team.
  • Analyze call reports to identify areas for improvement in sales techniques.
  • Data mine retailer databases to identify sales opportunities.
  • Willing to learn and become proficient in all inside sales functions

Qualifications:

  • Minimum 3-5 years of experience in a customer service leadership role.
  • Proven track record of success in exceeding customer satisfaction goals.
  • Strong leadership, coaching, and mentoring skills.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to work effectively in a fast-paced and dynamic environment.
  • Proficiency in Microsoft Office Suite.
  • Experience with customer service software a plus.
  • Additional Qualifications:
  • Working knowledge of sales operations and KPIs.
  • Experience with ERP systems