Senior Customer Service Operations Manager
1 day ago
This is a full-time Direct Hire opportunity for an experienced Senior Customer Service Operations Manager to lead and develop the customer support team, ensuring timely and effective resolution of customer inquiries, technical assistance, and aftersales services, while continuously improving processes to exceed customer expectations.
About the RoleThe ideal candidate will have excellent data analyzing and review skills, ability to teach and mentor, Office 365 professional know-how, preferable SAP knowledge, and experience working with Amazon Sales Platforms or Auto quotes preferred. The salary range for this position is $75,000 - $100,000 per year based on factors such as education, work experience, work location, specific job duties, certifications, etc.
Key Responsibilities:- Streamline complete Order Process
- Management of outbound materials (finished goods & spare parts)
- Order incoming (collection and insertion in the system) for x4 brands
- Management and relationship with customers for entire order process
- Invoice processing and provides input to Planning & Warehouse Dept.
- Supervising day-to-day operations in the customer service department for all brands
- Responding to customer service issues in a timely manner
- Management of online orders and coordination with Tech Dep for installs
- Creating effective customer service procedures, policies, and standards
- Supervising reports on inventories for spare parts and equipment
- Management of DEMO machines, tracking of Demo machines and keeping fleet
- Responsible for placing orders for restocking of spare parts and inventory
- Responsible for ensuring orders are in the system and coordinating with warehouse the shipment
- Communicating with customers; front facing customer communication
- Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis
- Supervision of inbound orders, proper input in systems and logistics of outbound orders
- Maintaining accurate records and documenting all customer service activities and discussions
- Assessing service statistics and preparing detailed reports
- Hiring and training new customer service agents
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