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Client Relations Supervisor

2 months ago

St Louis, Missouri, United States Duke Manufacturing Full time

Duke Manufacturing, a long-established, family-owned global provider of food service equipment, emphasizes a culture rooted in our core Values: Courage, Integrity, Respect, Dignity, and Humility. Our mission is to Nourish Our World, and we strive to foster a workplace that empowers individuals to discover their passions and achieve their full potential.

Our commitment to innovation and our brand promise as Your Solutions Partner enable us to cultivate a collaborative and dynamic work environment focused on strategic customer partnerships, agile product development, and lean manufacturing principles.


Position Overview:

The Customer Service Manager plays a crucial role in managing the daily functions of Duke's customer service teams, ensuring optimal customer satisfaction, overseeing team performance, and implementing strategies aimed at enhancing operational effectiveness. The ideal candidate will possess robust leadership capabilities, a customer-centric approach, and a dedication to fostering continuous improvement.


Key Responsibilities:

1. Operational Oversight:

  • Manage the daily activities of the customer service team to ensure efficient service delivery.
  • Develop and execute operational policies and procedures to improve service delivery and operational effectiveness.
  • Ensure adherence to company policies, industry standards, and quality benchmarks.

2. Leadership Development:

  • Recruit, train, and supervise team members, providing continuous coaching and professional development.
  • Conduct regular performance assessments and offer constructive feedback to enhance team productivity.
  • Promote a positive and motivating workplace culture that encourages teamwork and high morale.

3. Customer Engagement:

  • Address escalated customer inquiries and complaints, ensuring timely and effective resolutions.
  • Implement initiatives to boost customer satisfaction and loyalty.

4. Performance Reporting and Analysis:

  • Prepare and present routine reports on customer service performance, highlighting key metrics and improvement strategies.
  • Utilize data analytics to pinpoint opportunities for process enhancements and cost savings.
  • Provide insights and feedback to the Quality Assurance Board regarding equipment performance issues.

5. Technological Advancements:

  • Assess and integrate customer service technologies and tools to enhance efficiency and customer experience.
  • Stay informed about industry trends and best practices, incorporating innovative approaches to elevate customer service operations.

Essential Qualifications:

  • Bachelor's degree in Business Administration, Communications, or a related discipline.
  • Demonstrated experience as a Customer Service Manager, Call Center Manager, or in a similar leadership capacity within the manufacturing sector.
  • Comprehensive understanding of customer service operations, metrics, and technologies.
  • Exceptional leadership, communication, and interpersonal skills.
  • Ability to analyze data, derive insights, and implement actionable improvements.
  • Customer-focused mindset with a commitment to delivering outstanding service.
  • Proficiency in customer service software and CRM systems.
  • Capability to manage high-pressure situations and resolve conflicts effectively.

Work Environment:

  • Flexible work arrangement available.

Duke is an equal opportunity employer.