Customer Service Manager
4 weeks ago
Rittal North America is seeking a highly skilled Customer Service Manager to lead our customer service teams. As a key member of our organization, you will be responsible for ensuring the highest level of customer satisfaction and enhancing the customer experience.
Key Responsibilities:
- Be the Voice of the Customer throughout the organization
- Define expectations & standards for team performance and manage accordingly
- Oversee hiring department staff to ensure efficiency and effectiveness
- Provide feedback to functional departments on performance and work to make improvements to processes to better service
- Monitor and track budget to ensure adherence
- Take part in and/or spearhead essential meetings to cultivate a performance-oriented culture
- Monitor, measure & evaluate the quality of response to ensure the appropriate service levels
- Working with the CS Supervisors identifying staff training and coaching requirements & needs
- Develop and implement strategies & policies to improve customer relationships and loyalty
- Ensure success in meeting & exceeding Customers' expectations
- Liaise with other departments to support the quality of service
- Implement and support growth strategies of the organizations
- Identify & implement tools to enhance the customer experience
- Participate in Trade Shows and Customer Visits
Requirements:
- 5+ years of experience managing customer service team
- Excellent communication skills both verbal and written
- Strong listening, analytical and problem-solving skills
- Effectively handle stressful calls in a professional manner
- Listens and follows the direction
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