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Customer Support Operations Leader

2 months ago

Durham, North Carolina, United States Durham Exchange Club Industries Full time
Job Overview

Position Summary: The Customer Service Manager is accountable for overseeing and guiding the customer service and logistics teams to ensure optimal performance and satisfaction.

Key Responsibilities:

  • Lead the customer service and logistics teams, fostering a collaborative environment.
  • Establish and nurture robust relationships with clients by understanding their unique business requirements.
  • Prepare and manage quotations and proposals for potential business ventures.
  • Formulate pricing strategies that align with organizational goals while ensuring customer satisfaction.
  • Assist in developing pricing frameworks that support budgetary and financial objectives.
  • Coordinate activities across departments, including customer service, logistics, and production scheduling.
  • Facilitate project planning meetings involving quality assurance and customer service teams.
  • Monitor production output and implement necessary adjustments to meet customer expectations.
  • Communicate customer requirements effectively with production leadership to optimize scheduling.
  • Address and escalate customer feedback as necessary.
  • Analyze and report on customer satisfaction metrics to ensure continuous improvement.
  • Resolve service and billing issues, collaborating with relevant departments to prevent future occurrences.
  • Maintain professional relationships with staff, clients, and other business contacts.
  • Advise executives on customer service and product introduction initiatives.
  • Engage regularly with clients to assess their needs and identify opportunities for service expansion.
  • Manage customer expectations to foster mutual satisfaction and credibility.
  • Keep comprehensive records and documentation of activities and outcomes.
  • Ensure compliance with organizational policies and procedures.
  • Promote a positive work environment and high staff morale.
  • Handle personnel matters, including recruitment and performance evaluations.
  • Support the organizational vision and contribute to achieving strategic goals.
  • Develop tools for measuring productivity and enhancing operational efficiency.
  • Communicate effectively and maintain a cooperative attitude.
  • Encourage employee development through feedback and learning opportunities.
  • Foster a growth-oriented culture while holding staff accountable to policies.
  • Continuously assess personal and professional development needs.
  • Maintain a balanced focus on customer and client outcomes.
  • Perform additional duties as assigned.

Qualifications:

  • Associate or Bachelor's degree in business or a related field, or a minimum of five years of successful sales experience.
  • Extensive experience with CRM systems and strong conflict resolution skills.
  • Customer-centric mindset with the ability to engage effectively at all organizational levels.
  • Proficient mathematical and communication skills.
  • Strong initiative and ability to manage multiple projects efficiently.
  • Detail-oriented with excellent organizational capabilities.
  • Awareness of economic trends and adaptability to changing requests.
  • Valid driver's license and reliable transportation.