Customer Service Manager
6 days ago
We are seeking a skilled Customer Service Manager to join our team in Mills River, USA. As a key member of the Americas Fulfillment Leadership Team, you will be responsible for managing day-to-day operations, including service level monitoring, task allocation, and completion.
About the Role
You will define the vision of our Customer Service Team in the Americas, acting as a liaison between UPM Raflatac and our customers. This role involves coordinating with sales, fulfillment, claims, operations, and product development teams to ensure supreme customer satisfaction. You will monitor digital evolutions, refine operational quality, improve group effectiveness, and support professional development to achieve business goals.
Key Responsibilities
* Manage day-to-day operations, including service level monitoring, task allocation, and completion
* Enhance customer relationships and increase sales effectiveness
* Ensure high standards in all customer service activities
* Provide strategy and direction to the customer service team
* Identify methods to hold the team accountable to KPIs and deliver timely feedback on exceptions
Requirements
* 5-7 years of experience in customer service management
* Background in Business Administration, Management, or Marketing
* Familiarity with CRM systems (e.g., Salesforce), data analysis tools (e.g., Power BI), and other relevant technologies
What We Offer
* A competitive salary range of $120,000 - $160,000 per year
* Comprehensive benefit package, including medical, dental, and vision insurance, paid time off, and a 401(k)-retirement plan
* Opportunities for professional growth and development within a global organization
Join Our Team
We are an equal opportunity employer, committed to fostering diversity and inclusivity. If you are passionate about delivering exceptional customer experiences and leading a high-performing team, we encourage you to apply.
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