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Customer Service Manager

2 months ago

Ann Arbor, Michigan, United States SMART USA Inc Full time

Job Summary:

Cabinetworks Group, a leading company in the industry, is seeking a highly skilled Customer Care Supervisor to join our team at SMART USA Inc. As a key member of our customer service team, you will be responsible for the daily administration of customer care functions and department activity relating to order processing, quoting, and warranty administration.

Key Responsibilities:

  • Supervise a team of Customer Service Representatives to ensure smooth and timely workflow of all customer orders received and in process in the system.
  • Monitor critical operational parameters to meet or exceed customer expectations and ensure optimal individual and team performance in all key areas.
  • Assign and coordinate work, manage staffing workload requirements, review employee performance, provide feedback, resolve employee issues, and administer company policies.
  • Monitor daily/weekly operational statistics and reporting trends, variances, and problems against departmental service level objectives as defined by management.
  • Conduct regular quality assurance monitoring and feedback sessions with employees.
  • Conduct daily team meetings to review status of open issues, outstanding requests, and any conditions that may affect customer satisfaction.
  • Manage to budget requirements.
  • Initiate and participate in continuous improvement activities (Kaizen) to drive the department Management Operating System (MOS) objectives.
  • Ensure business processes are in compliance with SOX standards and regularly review and address control issues.

Requirements:

  • 2 years prior customer service and/or customer interfacing experience.
  • Demonstrated successful experience functioning in a lead capacity.
  • Intermediate proficiency with Microsoft Office Suite.
  • Demonstrated understanding of business processes and workflows.
  • Excellent problem-solving and analytical skills.
  • Excellent interpersonal and communication skills with the ability to interact with all levels of the organization.
  • Demonstrated successful ability to build positive relationships and partnerships within department, across the organization, and with customers.
  • Demonstrated successful capability to resolve conflict over sensitive or complex issues.