Customer Service Manager

Leadership and Management: 

• Supervise and mentor a team of customer service representatives.
• Conduct regular performance reviews and provide coaching and development opportunities. • Handle escalated customer issues and provide resolution.
  
  

Customer Service Operations: 

• Oversee day-to-day operations of the customer service department.
• Set-up and maintain all customer accounts and related databases and ensure all information, including, but not limited to, customer “Bill To”, “Ship To”, credit and contact information, as well as product specifications, pricing, allowances, incentives, commissions, cash and freight terms is  accurate. 
• Work with peers to ensure all customer requests for pricing (i.e. RFP), information (i.e. RFI) and/or samples are fulfilled timely and accurately by the Customer Service team
• Enter, track and revise orders, as necessary and appropriate, to comply with customer requests and/or ensure customer compliance with previously agreed terms and conditions of sale. • Ensure that customer inquiries and complaints are handled promptly and effectively. • Develop and implement customer service policies, procedures, and standards.

• Quickly acquire robust knowledge of product, process, and customer success metrics. • Identify and drive activities to improve customer centricity, experience, satisfaction, and loyalty. • Actively engage in problem-solving opportunities, particularly when there is a risk to customer satisfaction, and influence a solution that will provide a positive customer experience.
  
  

Communication and Coordination: 

• Act as a liaison between customers and various departments within the company. • Coordinate with operations, sales, and logistics teams to ensure timely delivery and quality of service.
• Communicate effectively with customers to provide information and resolve issues.
  
  

Training and Development: 

• Develop and deliver training programs for customer service staff.
• Ensure that the team is knowledgeable about company products, services, and policies.
  
  

Reporting and Documentation: 

• Prepare regular reports on customer service performance and key metrics.
• Maintain accurate records of customer interactions and transactions.
  
  

Continuous Improvement: 

• Regularly audit, evaluate and revise all processes and procedures, customer service data and metrics as necessary and appropriate, to identify trends, areas of improvement, incorporate “best practices” 
• Implement strategies to enhance customer satisfaction and loyalty.
• Stay updated with industry trends and best practices in customer service.
• Take on Special Projects as assigned by management  
• Performs other related duties