Customer Service Manager

Summary of Position

Under the supervision of the Director of Product Management & Business Development, this position is responsible for ensuring our customers receive outstanding customer service through effective management of the customer service team, by developing effective customer service procedures and by creating and maintaining a professional atmosphere within the department.

Principal Responsibilities

• Manage day to day operations and personnel within the customer service department.
• Create effective customer service procedures, policies, and standards, and develop key metrics to ensure your team continues to meet and exceed customer service objectives.
• Take ownership and coach your team on how to resolve customer issues, concerns, and complaints in a professional and effective manner.
• Ensure customer inquiries/concerns are handled promptly, accurately, and efficiently.
• Assist your team in processing and expediting orders, providing quotations, and communicating delivery times and expected ship dates to customers and the outside sales team.
• Coordinate the hiring, training, and development of the Customer Service team.
• Manage personnel issues and personality conflicts within the department to ensure team cohesion.
• Communicate effectively and professionally with co-workers to reach common company goals.
• Analyze statistics and compile accurate reports.
• Participation in the development and implementation of business systems, e.g. SAP (ERP system), CRM software, phone queue software, Guhring Academy e-learning training.

Take the initiative to find ways to improve existing policies and procedures