Customer Success Manager
3 weeks ago
Job Description
Job Description
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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