Customer Service Manager

6 days ago


Apopka, Florida, United States Matthews International Full time

About the Role

We are seeking a highly skilled and experienced Customer Service Manager to join our team at Matthews International. As a key member of our customer-facing team, you will be responsible for managing customer service representatives and ensuring that our customers receive the highest level of service.

Key Responsibilities

  • Manage the day-to-day activities of the Customer Service Department, including monitoring phone, email, and web logs to ensure that customer requests are being addressed in a timely and effective manner.
  • Develop and implement processes and procedures to improve the quality and efficiency of customer service, including establishing problem resolution expectations and timeframes.
  • Handle high-level customer inquiries, researching and investigating issues to provide timely and effective responses.
  • Collaborate with internal departments, including Sales, Distribution, and Field Services, to provide world-class service to our customers.
  • Prepare and present call center performance reporting to management and clients.

Requirements

  • Bachelor's degree in Business or related field.
  • Advanced degree (MBA, Masters) preferred.
  • 6+ years of progressive customer relations experience, or equivalent combination of education and experience.
  • 3+ years in a leadership role (direct or indirect).
  • Working knowledge of MS Office Suite, Outlook, and Internet applications.
  • Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management, and planning skills.
  • Strong verbal and written communication skills, including analysis, interpretation, and reasoning.
  • Solid understanding and application of mathematical concepts.
  • Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as internal and external clients.
  • Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
  • Ability to work with and influence peers and senior management.
  • Self-motivated with critical attention to detail, deadlines, and reporting.

About Matthews International

Matthews International is a global leader in the design and manufacture of technologically advanced crematoria equipment, as well as cremation-related products and services. We are a total solutions provider for combustion products and services with a passion for the environment and success for our clients. We are committed to continually finding new solutions for a varied customer base.

Matthews International affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability, or any other characteristic protected by federal, state, or local law. Equal Opportunity Employer Minorities/Women/Veterans/Disabled.



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