Customer Service Director
6 days ago
About the Role:
The Customer Service Manager is responsible for overseeing the daily operations of the Customer Service Department, ensuring that customers and independent sales representatives receive prompt and excellent service. This position reports directly to the Director of Operations.
Key Responsibilities:
- Manage a team of Customer Service Representatives, communicate job expectations, and complete timely job performance appraisals.
- Manage the entire order fulfillment and servicing processes, including new account setup, order entry, customer claims, and customer returns, in accordance with the company's policies.
- Hire and train new staff, as approved by the President or his designee.
- Establish customer service goals and implement processes to reach the goals.
- Recommend and implement approved production, productivity, quality, and other customer-service standards.
- Develop and implement strategies to improve customer satisfaction and retention.
- Oversee the resolution of customer complaints and issues in a timely manner.
- Review customer activity, anticipate customer needs, and improve customer satisfaction.
- Develop and foster key relationships with customers.
- Improve customer service quality by identifying customer needs, evaluating and redesigning processes, and establishing and communicating service metrics by monitoring and analyzing results.
- Train Customer Service Representatives on best practices and the company's processes and policies.
- Monitor and review correspondence between Customer Service Representatives and customers and provide regular training and coaching to the Customer Service Representatives to enhance customer satisfaction.
- Monitor customer service metrics and provide regular reports to upper management.
- Meet customer service financial objectives by forecasting requirements, preparing annual budgets, and scheduling expenditures.
- Collaborate with other departments, such as sales and marketing, to enhance the overall customer experience.
- Prepare and disseminate ad hoc reports as needed.
- Be a premier resource for the customer service module in the company's software.
- Perform other duties as assigned.
Requirements:
- Great interpersonal and customer service skills.
- Strong leadership and management skills.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Proficient in using customer service software and tools.
- Knowledge of sales techniques and strategies.
- Proficient with Microsoft Office (especially MS Excel) preferred.
- Occasional overtime as required.
- Domestic and International Travel may be required, up to 25% of time.
Qualifications:
- Bachelor's degree in a business-related field (such as Business, Business Administration, or Communications) or equivalent of 4+ years of customer service management experience.
- 3+ years of customer service management experience acceptable with Bachelor's degree.
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