Customer Service Manager

2 days ago


El Paso, Texas, United States Sanmina Full time

Job Summary

We are seeking a highly skilled Customer Service Manager to lead our customer service team and drive strategic initiatives to deliver exceptional customer experiences.

Key Responsibilities

  • Provide strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers.
  • Manage the activities of the team and make staffing decisions, training and development, and performance management of the staff.
  • Develop and implement customer contact strategies to improve customer retention and satisfaction.
  • Analyze operational processes and identify opportunities for service delivery improvements and value add to the customer/clients.
  • Liaise between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
  • Develop and manage return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy.
  • Manage market research to determine special pricing for non-standard items in the interests of ensuring appropriate profit margins are reached and maintained.
  • Select, develop, and evaluate personnel to ensure the efficient operation of the function.

Requirements

  • Meet established same-day on-time delivery goals.
  • Responsible for customer satisfaction by maintaining daily/weekly meetings with customers.
  • Maintain accuracy of customers' inventory.
  • Responsible for the direction of a team of 3+ employees, including training, managing employees and providing feedback and positive reinforcement.
  • Monitor operations for compliance and solving day-to-day operational problems.
  • Provide service information and adequate solutions to customers.
  • Responsible for customer reporting, as well as thorough knowledge of customers' products.


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