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Client Relations Supervisor

2 months ago

Nashville, Tennessee, United States Bonded Filter Company Full time
Job Overview

Customer Service Manager

Bonded Filter Company is seeking a dedicated and skilled customer service manager to oversee our customer success division. The primary objective will be to ensure exceptional service delivery to our clients by establishing efficient customer service protocols, launching customer loyalty initiatives, and defining customer satisfaction benchmarks.

The ideal candidate will possess substantial experience in a customer service role, demonstrating a comprehensive understanding of contemporary industry practices and methodologies. Strong communication skills, both written and verbal, along with effective leadership and interpersonal abilities, are essential for success in this position.

We provide a competitive salary and an attractive benefits package, which includes:

  • Comprehensive health insurance
  • Highly competitive salary
  • 401k plan with company contribution
  • Paid time off
  • Paid training sessions
  • 8 paid holidays annually

*This position requires onsite presence during standard business hours, Monday to Friday.

Key Responsibilities:

  • Oversee daily operations within the Customer Success division for both in-office and remote personnel.
  • Address customer service inquiries promptly and effectively.
  • Develop and implement robust Customer Success strategies, policies, and key performance indicators (KPIs) that align with the company's objectives for customer retention and growth.
  • Comprehend customer expectations and service level agreements to ensure consistent fulfillment by the team.
  • Maintain precise records and document all customer service interactions using a customer relationship management (CRM) system.
  • Analyze service metrics and generate comprehensive reports based on findings.
  • Engage in Sales Leadership meetings to relay customer feedback and propose enhancements for optimizing the customer experience.
  • Facilitate problem-solving to assist the Customer Success team in formulating and communicating solutions for customer challenges.
  • Manage escalations from the Customer Success team to the Key Account Manager with detailed summaries.
  • Recruit, train, and retain new Customer Success Specialists.
  • Administer the approved budget for the customer service department.
  • Establish a support framework that is focused on customer retention and growth.
  • Stay updated on industry trends across the major sectors (Grocery, Restaurant, Retail, Convenience Store, and FM Groups) and minor sectors (Industrial, Healthcare, and Institutional).

Qualifications:

  • Bachelor's degree in business administration or a related field.
  • A minimum of 3-5 years of demonstrated experience in a customer service role.
  • Proficiency in Microsoft Office Suite, including SharePoint, PowerBI, Teams, Word, and Excel.
  • Exceptional written and verbal communication skills.
  • Strong understanding of management principles and practices.
  • Outstanding leadership and interpersonal capabilities.
  • Experience with Salesforce or similar customer service CRM platforms.