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Customer Service Operations Manager
2 months ago
We are seeking a highly skilled Customer Service Manager to lead our customer service team at Paramount Staffing LLC. As a key member of our team, you will be responsible for developing and implementing strategies to enhance customer satisfaction, driving team performance, and collaborating cross-functionally to ensure seamless customer experiences.
Key Responsibilities:- Daily Operations: Oversee the daily functions of the customer service department to ensure efficient service delivery, develop and implement policies and procedures that enhance the customer experience, and maintain high standards.
- Team Leadership and Development: Train, mentor, and motivate customer service representatives to reach their full potential, foster a collaborative team environment that encourages professional growth and accountability, and establish processes that empower any representative to handle customer inquiries, ensuring consistency in service.
- Customer Satisfaction and Issue Resolution: Address complex customer inquiries and complaints, providing timely and effective resolutions, conduct in-depth analyses of service failures and implement corrective actions, and monitor customer issues to ensure effective remediation and long-term solutions.
- Performance Monitoring and Reporting: Track key performance indicators (KPIs) such as customer satisfaction scores and response times, prepare and present reports to evaluate team performance and identify improvement areas, and set and achieve targets for customer satisfaction and operational efficiency.
- Cross-Functional Collaboration: Work closely with Sales, Operations, Supply Chain, and other departments to ensure a seamless customer experience, provide timely feedback to Sales and Operations teams regarding order status and changes, and clearly define and manage interactions between customer service and other supply chain functions.
- Strategic Initiatives: Develop and implement strategies to enhance customer service operations in alignment with company goals, lead initiatives to improve the customer journey and establish loyalty programs, and stay informed on industry trends and best practices to drive innovative solutions.
- Order Management: Ensure a flawless process from initial contact to final order receipt by the customer, assist Customer Service Representatives and Sales in troubleshooting orders requiring special handling, and provide feedback for continuous improvement in the order-to-cash process.
- Education and Experience: Bachelor's degree in Business Administration, Communications, or a related field, and 5+ years of experience in customer service management within the manufacturing or industrial sector.
- Skills and Competencies: Leadership Skills, Communication Skills, Technical Proficiency, Analytical Skills, Problem-Solving Abilities, Process Improvement, Interpersonal Skills, Customer Advocacy, and Positive Attitude.
