Customer Service Manager

4 days ago


Milwaukee, Wisconsin, United States Lesaffre Yeast Corporation Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Manager to lead our North America customer service team. The successful candidate will be responsible for ensuring exceptional customer satisfaction, driving business growth, and developing a high-performing team.

Key Responsibilities
  • Customer Service Leadership: Provide strategic direction and guidance to the North America customer service team, ensuring alignment with business objectives and customer needs.
  • Customer Experience Management: Develop and implement customer experience strategies to drive customer satisfaction, loyalty, and retention.
  • Team Management: Lead, motivate, and develop a high-performing team of customer service representatives, ensuring excellent communication, collaboration, and problem-solving skills.
  • Process Improvement: Identify opportunities for process improvement and implement changes to enhance customer service efficiency, effectiveness, and quality.
  • Performance Metrics: Develop and track key performance metrics to measure customer service performance, including customer satisfaction, first-call resolution, and resolution rate.
  • Collaboration and Communication: Foster strong relationships with internal stakeholders, including sales, marketing, and product teams, to ensure seamless communication and collaboration.
Requirements
  • Education: Bachelor's degree in Business Administration, Marketing, or a related field.
  • Experience: Minimum 5 years of experience in customer service management, with a proven track record of driving business growth and customer satisfaction.
  • Skills: Excellent communication, leadership, and problem-solving skills; ability to analyze complex customer issues and develop effective solutions; strong knowledge of customer service principles, practices, and technologies.
Preferred Qualifications
  • Language Skills: Fluency in Spanish or French is preferred.
  • ERP and CRM Knowledge: Experience with ERP and CRM systems, including Oracle, SAP, and Microsoft Dynamics.


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