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Client Relations Supervisor

2 months ago

Nashville, Tennessee, United States Bonded Filter Company Full time
Job Overview

Customer Service Manager

Bonded Filter Company is on the lookout for a dedicated and skilled customer service manager to oversee our customer success division. The primary objective will be to ensure exceptional service delivery to our clients by crafting efficient customer service protocols, launching customer loyalty initiatives, and establishing benchmarks for customer satisfaction.

The ideal candidate will possess substantial experience in a customer service role, with a deep understanding of contemporary industry practices and methodologies. In addition to being an outstanding communicator (both written and verbal), you will exhibit strong leadership and interpersonal capabilities.

We provide a competitive salary and attractive benefits package, including:

  • Comprehensive health insurance
  • Highly competitive salary
  • 401k plan with company contributions
  • Paid time off
  • Paid training opportunities
  • 8 paid holidays annually

*This position requires onsite presence during standard business hours, Monday through Friday.

Key Responsibilities:

  • Oversee daily operations within the Customer Success division for both in-office and remote team members.
  • Address customer service challenges promptly and effectively.
  • Develop and implement effective Customer Success procedures, policies, and key performance indicators (KPIs) that align with the company's objectives for customer retention and growth.
  • Comprehend customer expectations and service level agreements to coordinate with the team to consistently meet them.
  • Maintain thorough records and document all customer service interactions and activities using a customer relationship management (CRM) system.
  • Analyze service metrics and prepare comprehensive reports based on your assessments.
  • Engage in Sales Leadership meetings to provide customer feedback and propose enhancements for optimizing the customer experience.
  • Resolve issues to assist the Customer Success team in developing and communicating solutions for customer inquiries and needs.
  • Facilitate escalations from the Customer Success team to the Key Account Manager with detailed summaries.
  • Recruit, train, and retain new Customer Success Specialists.
  • Manage the approved budget for the customer service department.
  • Establish a support framework designed for customer retention and growth.
  • Stay updated on industry trends related to customer service across major sectors such as Grocery, Restaurant, Retail, Convenience Store, and FM Groups, as well as minor sectors like Industrial, Healthcare, and Institutional.

Qualifications:

  • Bachelor's degree in business administration or a related field.
  • A minimum of 3-5 years of demonstrated experience in a customer service role.
  • Proficiency in Microsoft Office Suite, including SharePoint, PowerBI, Teams, Word, and Excel.
  • Exceptional written and verbal communication skills.
  • Strong understanding of management practices and methodologies.
  • Excellent leadership and interpersonal abilities.
  • Experience with Salesforce or similar customer service CRM software.