Customer Service Manager

Customer Relations Manager

Position Overview:

The Customer Relations Manager will oversee customer service and relationship management activities, ensuring a high level of customer satisfaction and a positive overall customer experience. This individual will manage customer inquiries and escalations, maintain accurate customer records, and work closely with internal teams to resolve issues and improve processes.

Key Responsibilities:

• Manage day-to-day customer relations and service activities while ensuring a high level of customer satisfaction.
• Oversee customer inquiries, concerns, and escalations, ensuring timely and effective resolution.
• Maintain accurate customer information and activity within the CRM system.
• Utilize CRM data to monitor customer trends and identify opportunities for process and service improvements.
• Work closely with sales, operations, and other internal departments to resolve customer issues.
• Prepare and analyze customer service reports and performance metrics.
• Use NetSuite to access and manage customer and order-related information.
• Utilize Excel for reporting, data analysis, tracking, and maintaining customer service metrics.
• Help develop and improve customer relations processes and procedures.
• Provide leadership, guidance, and support to the customer service team.

Qualifications:

• Customer service, customer relations, or account management experience, preferably in a leadership or management capacity.
• Strong CRM experience and ability to manage customer data and workflows.
• Hands-on NetSuite experience is required.
• Strong Excel skills are required.
• Excellent communication, problem-solving, and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and a customer-focused mindset.