Customer Service Director

4 weeks ago

South San Francisco, California, United States Nelson Connects Full time
Customer Service Manager

Job Summary:

We are seeking a highly skilled Customer Service Manager to oversee our customer service department, developing policies, setting performance goals, and managing resources to meet objectives. The ideal candidate will have experience with Produce and Dairy products and be able to provide customer service leadership to a team of five (5) Customer Service Representatives.

Key Responsibilities:

  • Team Leadership: Oversee and manage the customer service team, providing training and support.
  • Employee Onboarding: Train and onboard new customer service representatives.
  • Performance Goals: Set customer satisfaction targets and collaborate with the team to consistently meet these goals.
  • Customer Loyalty Programs: Develop programs to improve client retention and increase revenue.
  • Policy Development: Establish and maintain customer service policies and procedures.
  • Order Management: Input customer orders from faxes, phone calls, and emails, and reach out to customers with missing orders.
  • Issue Resolution: Collaborate with the Warehouse, Operations, and Finance teams to resolve delivery, inventory, and billing issues.
  • Customer Support: Handle customer inquiries, process account verifications, credits, and send monthly statements and invoices.
  • Product Knowledge: Stay knowledgeable about the company's products and services to provide top-tier customer service.

Requirements:

  • Professionalism: Dependable, trustworthy, with a strong sense of urgency and attention to detail.
  • Initiative: A self-starter with a strong work ethic.
  • Customer Service Skills: Proven experience in delivering exceptional customer service.
  • Team-Oriented: Positive attitude and a team player.
  • Time Management: Excellent ability to manage time and multitask in a busy environment.
  • Technical Skills: Proficient in MS Word, Excel, email, and internet usage.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to articulate clearly in English.

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