Customer Service Manager

Main Points

• Fully Onsite position
• Salary 65k-70k
• Distribution, Warehouse or Logistics experience required

Customer Service Manager Job Responsibilities:

• Answers customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.
• Maximizes customer operational performance by providing help desk resources and technical advice.
• Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.
• Manages customer service staff, communicates job expectations, and performs appraisals and job reviews.
• Meets customer service financial objectives by forecasting requirements, prepares annual budgets, and schedules expenditures.
• Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Implements production, productivity, quality, and customer-service standards.
• Contributes customer service information and recommendations to strategic plans and reviews.
• Audits customer service procedures and trends and determines system improvements.
• Enforces company policies and procedures.
• Determines customer service requirements by maintaining contact with customers and visiting operational environments.
• Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.

Customer Service Manager Qualifications / Skills:

• Customer service skills
• Process improvement
• Strong decision-making skills
• Managing processes
• Staffing
• Planning
• Tracking budget expenses
• Analyzing information
• Developing standards
• Help desk experience

Education and Experience Requirements:

• High school diploma or equivalent
• Experience in customer service
• Some employers may prefer the completion of an undergraduate degree or certificate