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Customer Success Manager
2 weeks ago
HiFyve is hiring a Customer Success Manager on the Space Coast
- Pay: $50k - $70k (based on experience)
- Bonus opportunities
- Full Benefits Package
- Incredible 401k matching
Job Responsibilities
- Supervise and guide a team of customer support representatives, ensuring adherence to company standards for service quality.
- Monitor and review interactions between representatives and customers, including orders and correspondence.
- Keep representatives updated on changes to company products and services.
- Compile performance reports for the customer service team.
- Develop and maintain knowledge-based documents like FAQs and instructions.
- Identify areas for improving customer service procedures and suggest management changes.
- Serve as a bridge between Sales, Customer Service, and other manufacturing departments.
- Manage sales team emails and handle various requests such as quotes and inquiries.
- Assist with various departmental tasks including customer calls, orders, and filing.
- Communicate with customers regarding shipping errors, damaged freight, etc.
- Design and implement training programs for new and existing employees to ensure quality service.
- Recommend updates to technology, equipment, and policies to enhance customer service.
- Provide regular sales updates to the sales staff.
- Oversee and assist with inventory control and delivery monitoring.
- Coordinate sales and marketing-related tasks, including bulk mailings, event planning, and merchandise shipping.
- Assist Human Resources with event planning and vendor coordination.
- Completing recruitment and performance evaluations
Qualifications
- 3 years of experience in customer service manager role required
- Industry knowledge in manufacturing experience preferred
- Experience utilizing SAP or similar software preferred
- Strong communication skills, both verbal and written.
- Comprehensive understanding of customer service protocols and principles.
- Highly organized with acute attention to detail.
- Demonstrated ability to handle customer concerns professionally and calmly.
- Effective mentorship and guidance of customer support representatives.
- Proficiency in Microsoft Office Suite or equivalent software.
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