Customer Service Manager

4 days ago

Sheboygan, Wisconsin, United States Paramount Staffing LLC Full time
Job Description

Paramount Staffing LLC is seeking a skilled Customer Service Manager to provide top-notch support to our valued clients. If you're passionate about leading teams, developing strategies, and enhancing customer satisfaction, we want to talk to you.

About Our Client

Our client is a family-owned leader in the Industrial Paint Manufacturing Industry, specializing in general industrial paints with national distribution. They are recognized for their innovative coating solutions and outstanding customer support. Ranked 19th among U.S. paint companies, they cultivate a collaborative and inclusive culture that prioritizes innovation, integrity, and excellence. Committed to employee growth and development, they strive to create a positive work environment where everyone can thrive.

Position Overview

The Customer Service Manager will lead the customer service team. The ideal candidate is passionate about delivering exceptional service and has a proven track record in managing customer support operations within the manufacturing or industrial sector. You will be responsible for developing strategies to enhance customer satisfaction, driving team performance, and collaborating cross-functionally to ensure seamless customer experiences.

Responsibilities
  • Daily Operations
    • Oversee the daily functions of the customer service department to ensure efficient service delivery.
    • Develop and implement policies and procedures that enhance the customer experience and maintain high standards.
  • Team Leadership and Development
    • Train, mentor, and motivate customer service representatives to reach their full potential.
    • Foster a collaborative team environment that encourages professional growth and accountability.
    • Establish processes that empower any representative to handle customer inquiries, ensuring consistency in service.
  • Customer Satisfaction and Issue Resolution
    • Address complex customer inquiries and complaints, providing timely and effective resolutions.
    • Conduct in-depth analyses of service failures and implement corrective actions.
    • Monitor customer issues to ensure effective remediation and long-term solutions.
  • Performance Monitoring and Reporting
    • Track key performance indicators (KPIs) such as customer satisfaction scores and response times.
    • Prepare and present reports to evaluate team performance and identify improvement areas.
    • Set and achieve targets for customer satisfaction and operational efficiency.
  • Cross-Functional Collaboration
    • Work closely with Sales, Operations, Supply Chain, and other departments to ensure a seamless customer experience.
    • Provide timely feedback to Sales and Operations teams regarding order status and changes.
    • Clearly define and manage interactions between customer service and other supply chain functions.
  • Strategic Initiatives
    • Develop and implement strategies to enhance customer service operations in alignment with company goals.
    • Lead initiatives to improve the customer journey and establish loyalty programs.
    • Stay informed on industry trends and best practices to drive innovative solutions.
  • Order Management
    • Ensure a flawless process from initial contact to final order receipt by the customer.
    • Assist Customer Service Representatives and Sales in troubleshooting orders requiring special handling.
    • Provide feedback for continuous improvement in the order-to-cash process.
Qualifications
  • Education and Experience
    • Bachelor's degree in Business Administration, Communications, or a related field.
    • 5+ years of experience in customer service management within the manufacturing or industrial sector.
  • Skills and Competencies
    • Leadership Skills: Proven ability to lead and manage teams effectively.
    • Communication Skills: Strong verbal and written communication abilities.
    • Technical Proficiency: Proficient in customer service software and CRM systems (e.g., Salesforce, SAP).
    • Analytical Skills: Ability to analyze data and make informed decisions.
    • Problem-Solving Abilities: Customer-focused problem-solving skills.
    • Process Improvement: Familiarity with Six Sigma or Lean Management principles is a plus.
    • Interpersonal Skills: Ability to collaborate and build rapport with others.
    • Customer Advocacy: Use customer interactions to drive business and advocate for their needs.
    • Positive Attitude: Maintain an upbeat and positive demeanor in customer interactions.

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