Customer Service Manager

4 weeks ago


Bridgewater, United States Spectrum Staffing ServicesHRStaffers Inc. Full time

RESPONSIBILITIES

  • Set standards across the team and lead a customer centric approach
  • Lead the team as one integrated team
  • Develop the team: from administrative to proactive, customer focus
  • Oversee the achievement and maintenance of agreed customer service levels and standard KPI’s
  • Be in close contact with the sales and supply chain
  • Collaborate with commercial managers to prioritize and ensure USA business continuity in a smooth way
  • Bring the wide company perspective into the team
  • Create and implement standardize processes and procedures to the team related to the daily activities, within the systems we use (ERP, CRM, BY): samples handling, questionnaires, complaints, CN, RFC, order to invoice handling
  • Support commercial manager with sales, RFC and WP analysis and gap follow up
  • Follow up service quality level
  • Follow up on new projects/customers added into the team, keep the work balance across the team
  • Follow up on some key strategic customers and all contract/BPO
  • Executing customer communication activities (QA related notifications or marketing)
  • Guiding the team in the event of a crisis to ensure support to our customers.

QUALIFICATIONS

  • Business / commercial education is a plus
  • Minimum of 5 years of relevant B2B experience
  • Minimum of 3 years of team leading experience
  • Ideally experience with a value-added solution provider
  • Fluent in English and excellent written and verbal communication skills.
  • Analytical mindset
  • Desire to work in an international, multicultural environment
  • Discipline to initiate first contact and to make the first step
  • Service orientation
  • Experience with Microsoft, CRM/ERP software
  • Sound conversation techniques


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