Customer Service Manager

4 days ago


Dayton, New Jersey, United States Somfy Systems Inc Full time
Job Title: Customer Service Manager

At Somfy Systems Inc, we are seeking a highly skilled Customer Service Manager to lead our customer service functions and drive business growth.

Job Summary

The Customer Service Manager will be responsible for developing and implementing strategic customer service plans, metrics, and processes to provide industry-leading service. This role will also involve motivating and guiding sales teams to achieve goals, as well as ensuring compliance with company policies and procedures.

Key Responsibilities
  • Develop and implement customer service strategies to drive business growth and improve customer satisfaction.
  • Lead and motivate sales teams to achieve sales targets and improve customer engagement.
  • Ensure compliance with company policies and procedures, including pricing, business ethics, and sales cost management.
  • Work with the Business Data Intelligence Manager and Call Center Operations Lead to develop KPI measurements and improve internal team performance.
  • Identify trends in customer satisfaction or dissatisfaction and communicate with the Customer Care Representative, Account Manager, and Management as needed.
  • Maximize company achievement in customer satisfaction by effective teamwork among sales, logistics, and supply chain, engineering, and accounting.
  • Ensure employees and processes operate in an environmentally responsible manner.
Requirements
  • Highly skilled in strategic planning, organization, and execution.
  • Excellent written and communication skills, with ability to communicate to all levels of the organization.
  • High level of proficiency in Excel and PowerPoint and presentation skills with experience communicating on a management level.
  • Self-motivated, ability to thrive in a fast-moving, and constantly evolving environment.
  • Strong business acumen with a history of using data to solve problems, deep analytical and technical mindset, and an ability to drive and own business relationships.
  • Multilingual, Spanish a plus.
Education/Experience
  • Bachelor's degree (B.A.) from four-year college or university; and 5 plus years related experience or equivalent combination of education and experience strongly preferred.
  • Experience with ERP systems such as SAP strongly preferred.


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