Customer Service Manager

The manager of customer service is responsible for all day-to-day management of the customer service department.  The key intent of this role is to further the implementation of the customer intimacy initiatives within all client accounts.  Daily focus will be on improving overall service and response quality while enhancing the capabilities of the customer service group on issues ranging from order entry & accuracy, knowledge of international shipping, and knowledge products.

 

Responsibilities:    -Manage the daily activities of 5-7direct reports on issues including: scheduling, task assignment, sales goals, changes to operating procedures

 

-Development of direct reports: consistent feedback and communication; conduct quarterly, semi and formal annual reviews; coordinate certification schedules for team members with Events team

 

-Work with other departments to improve business processes including: sales tracking/reporting, shipping, client management and communication

 

-Serve as a point of escalation beyond the sales support to resolve issues, break down barriers and assure that CSR’s are surpassing customer expectations

 

Requirements:       Excellent written and verbal communication

Strong sense of ownership and pride in work

Strong organizational and follow-up skills

Successful in the development and leadership of high performing teams

Proven track record of process improvement

Two to four years of relevant experience

                              Four Year Degree

 

Key Competencies:      Motivating Others, Action Orientated, Approachability, Listening, Problem Solving, Understanding Others, Conflict Management