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Customer Service Manager

2 months ago

March Air Force Base, United States Furniture Distribution Company in Riverside, CA Full time $75,000
Job DescriptionJob DescriptionBenefits:
  • 401(k)
  • Dental insurance
  • Employee discounts
  • Health insurance
  • Paid time off
  • Vision insurance

The Customer Service Manager is responsible for managing the daily operations of the Customer Service Department and ensuring customers and independent sales representatives consistently receive quick and excellent service.

This position reports directly to the Director of Operations.

Duties/Responsibilities:
Manage a team of Customer Service Representatives, communicate job expectations, and complete timely job perform appraisals
Manage the entire order fulfillment and servicing processes to include, but not limited to, new account setup, order entry, customer claims, and customer returns in accordance with the companys policies
Manage the customer claim process to include acknowledging receipt of the claim, processing supplier chargebacks or submitting domestic freight claims, and recommending a disposition in accordance with the companys policies
Hire and train new staff, as approved by the President, or his designee
Establish customer service goals and establish and implement processes to reach the goals
Recommend and implement approved production, productivity, quality, and other customer-service standards
Develop and implement strategies to improve customer satisfaction and retention
Oversee the resolution of customer complaints and issues in a timely manner
Review customer activity, anticipate customer needs and improve customer satisfaction
Develop and foster key relationships with customers
Improve customer service quality by identifying customer needs, evaluating and redesigning processes, and establish and communicate service metrics by monitoring and analyzing results
Train Customer Service Representatives on best practices and the company processes and policies
Monitor and review correspondence between Customer Service Representatives and customers and provide regular training and coaching to the Customer Service Representatives that will enhance customer satisfaction
Monitor customer service metrics and provide regular reports to upper management
Meet customer service financial objectives by forecasting requirements, preparing annual budgets, and schedule expenditures
Collaborate with other departments, such as sales and marketing, to enhance the overall customer experience
Prepare and disseminate ad hoc reports as needed
Be premier resource for the customer service module in the companys software
Perform other duties as assigned

Requirements:
Great interpersonal and customer service skills
Strong leadership and management skills
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
Proficient in using customer service software and tools
Knowledge of sales techniques and strategies
Proficient with Microsoft Office (especially MS Excel) preferred
Occasional overtime as required
Domestic and International Travel may be required, up to 25% of time

Qualifications:
Bachelors degree in business-related field (such as Business, Business Administration, or Communications) or equivalent of 4+ years of customer service management experience
3+ years of customer service management experience acceptable with Bachelors degree