Customer Experience Lead
3 days ago
We are seeking a highly skilled Customer Service Manager to join our team at Times Microwave Systems. This role will be responsible for leading a team of customer account representatives, ensuring timely order processing, and improving processes to streamline activities and raise customer service quality.
Key Responsibilities:
- Lead and motivate a team of approximately 12-14 customer account representatives.
- Responsible for order processing in a timely manner and escalation where needed.
- Improve processes to streamline activities, raise customer service quality.
- Create and monitor metrics to measure effectiveness such as quote response time, order entry time, etc.
- Ability to manage up and professionally interact with all levels of management.
- Manager customer expectations, as well as inter-company and inter-department.
Requirements:
- Minimum 2-year degree or equivalent work experience.
- Minimum 8-years' experience in inside sales &/or customer service with supervisory responsibility.
- Highly organized and personable with a strong verbal and written communication skills.
- Familiar with ERP systems – preferably Oracle.
- Proficiency with excel, CRM, and data analytics.
- Estimated salary: $85,000 - $110,000 per year, depending on location and experience.
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