Customer Service Operations Manager
7 days ago
Customer Service Operations Manager
About the RoleWe are seeking a highly skilled Customer Service Operations Manager to lead our customer service team in North America. The ideal candidate will have a strong track record of improving operations, standardizing processes, and increasing efficiency.
Responsibilities- Oversee day-to-day operations of the customer service team, with team members in multiple locations
- Create long-term vision and strategy for the customer service team that aligns with the company's goals and objectives
- Responsible for personnel management to maintain a strong team through training, policy deployment, process improvement, employee engagement, career development, and succession planning
- Standardize aftermarket quote to cash process
- Develop and establish metrics that can be measured, tracked, and acted upon such as customer response times and escalation
- Work closely with the team on countermeasures where metrics are not being met
- Leverage technology tools or software systems to develop internal automation and improvements
- Review current customer services roles & processes to search for improvements that can be implemented in terms of efficiency and productivity
- Implement changes that drive customer satisfaction and enhance the customer experience while meeting the company's goals
- Build relationships with customers and sales representatives
- Work across multiple departments within the organization for optimal success in the following, but not limited to, pricing, delivery, customer contracts, logistics
- Customer focused, trustworthy, team player, results focused, adaptability, attention to detail
- The ideal candidate will have a minimum of 4 years of professional experience within sales, logistics, customer service, or order fulfillment, as well have strong time management skills, ability to meet deadlines, and a strong work ethic
- Experience leading and/or managing a team
- Strong grasp on sales tactics and customer relations
- Creating training programs and process improvement
- Exceptional communication (written and oral) skills
- Experience successfully managing multiple accounts simultaneously, collaboration and working successfully with multiple departments
- Experience using ERP and CRM systems
- 2-year degree required
- 4-year degree in Business, Engineering, or Agriculture related field preferred or equivalent work experience
- Proficient with Microsoft programs including Word, Outlook PowerPoint, and Excel
- Effective organizational, interpersonal and communication skills
- Technical knowledge base and the desire to learn more
- Dependability, attention to detail and the ability to follow and interpret procedures
- Ability to multi-task and handle stressful situations regularly
CPM Acquisition Corp. offers competitive compensation and benefits, including paid holidays and vacations, 401k, medical/dental insurance, tuition assistance, and more.
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