Client Relations Supervisor

2 weeks ago


St Louis, Missouri, United States Duke Manufacturing Full time

Duke Manufacturing, a century-old, family-operated global provider of food service equipment, prides itself on fostering a long-term perspective that ensures stable employment within a collaborative environment. Our corporate culture is deeply rooted in our core Values: Courage, Integrity, Respect, Dignity, and Humility. Our Purpose is to Nourish Our World, and we strive to create a workplace that empowers each individual to discover their passion and reach their fullest potential.

Our innovative offerings and commitment to being a Solutions Partner for our clients cultivate a dynamic, fast-paced work atmosphere grounded in strategic partnerships, agile product development, and lean manufacturing principles.


Position Overview:

The Customer Service Manager plays a pivotal role in managing the daily functions of Duke's customer service teams, ensuring optimal customer satisfaction, evaluating team performance, and executing strategies aimed at improving operational effectiveness. The ideal candidate will possess robust leadership capabilities, a customer-centric approach, and a dedication to fostering continuous improvement.


Key Responsibilities:

1. **Operational Oversight:**

  • Supervise the daily activities of the customer service team to guarantee seamless service delivery.
  • Formulate and enforce operational guidelines and policies to boost service efficiency.
  • Ensure adherence to company standards, industry regulations, and quality benchmarks.

2. **Team Development:**

  • Recruit, train, and oversee team members, providing continuous coaching and development opportunities.
  • Conduct regular performance assessments and offer constructive feedback to enhance team output.
  • Encourage a positive and motivating workplace, fostering teamwork and high morale.

3. **Customer Engagement:**

  • Address escalated customer inquiries and grievances, ensuring timely and effective resolutions.
  • Develop strategies to elevate customer satisfaction and loyalty.

4. **Performance Reporting and Analysis:**

  • Compile and present regular reports on customer service performance, highlighting key metrics and improvement initiatives.
  • Utilize data analytics to pinpoint opportunities for process enhancements and cost efficiencies.
  • Provide insights to the Quality Assurance Board regarding equipment performance discrepancies.

5. **Technological Advancements:**

  • Assess and implement customer service technologies and tools to enhance efficiency and customer experience.
  • Stay informed about industry trends and best practices, integrating innovative approaches to improve customer service operations.

Essential Qualifications:

  • Bachelor's degree in Business Administration, Communications, or a related discipline.
  • Demonstrated experience as a Customer Service Manager, Call Center Manager, or similar leadership role within the manufacturing sector.
  • Comprehensive understanding of customer service operations, metrics, and technologies.
  • Exceptional leadership, communication, and interpersonal skills.
  • Ability to analyze data, derive insights, and implement actionable improvements.
  • Customer-focused mindset with a commitment to delivering outstanding service.
  • Proficiency in customer service software and CRM systems.
  • Capability to manage high-pressure situations and resolve conflicts effectively.

Work Environment:

  • Flexible work arrangements available.

Duke is an equal opportunity employer.



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