Customer Experience Lead

3 days ago


Wallingford, Connecticut, United States Times Microwave Systems Full time
Job Overview

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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