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Customer Success Manager

4 months ago

Rockledge, United States HiFyve Full time
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.