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![Artemax](https://media.trabajo.org/img/noimg.jpg)
Customer Service Manager
2 months ago
**Position Overview**:
**Key Responsibilities**:
- Lead and develop a team of customer service representatives to achieve sales targets and deliver outstanding service.
- Provide guidance, coaching, and performance feedback to team members to support their professional development and ensure high performance levels.
- Identify opportunities to improve customer satisfaction, retention, and loyalty through proactive engagement and support.
- Utilize data analytics to track and analyze key performance indicators (KPIs) related to website sales, inbound calls, and customer satisfaction.
- Generate reports and insights to inform strategic decision-making and identify areas for improvement
- Oversee order processing and fulfillment to ensure accuracy, efficiency, and timely delivery of customer orders.
- Manage inbound call queues effectively, ensuring timely response to customer inquiries and sales opportunities.
- Monitor call performance metrics and implement strategies to optimize calls and order entry.
- Collaborate with leadership to create, monitor, and meet departmental strategic goals.
- Establish quality standards and performance metrics for customer service interactions, including website chat support and inbound calls.
- Conduct regular quality assessments and training sessions to ensure consistency and adherence to service excellence standards.
- Collaborate with other departments to address customer issues, resolve operational challenges, and improve overall service delivery.
- Take a lead role in the implementation of CRM systems to better service customers, maintain data integrity, and improve overall quality within the department.
- Ensure effective utilization of CRM tools by the team for customer interactions, order tracking, and data management.
- Provide training and support to team members on CRM usage and best practices to enhance productivity and customer service capabilities.
**Qualifications**:
- Bachelor's degree in Business Administration, Marketing, or related field required.
- Minimum 5 years experience in managing Customer Service or a Sales Leader role.
- Excellent communication and leadership skills, with the ability to interact effectively with customers, team members, and cross-functional stakeholders.
- Proficiency in CRM software, e-commerce platforms, and other relevant sales and customer service tools.
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven recommendations
**Benefits**:
***At Artemax, we offer free lunch every day for all employees, along with a competitive benefits package which includes, but is not limited to, the following:
- Medical, dental and vision insurance
- A 401(k) plan with competitive matching program
- Employee Assistance Program (EAP)
- Short and Long Term Disability
- Life insurance
- Personal Time off
- Paid holidays and more
**Equal Opportunity**:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.