Customer Service Manager
Key Responsibilities
- Lead Daily Operations: Manage service levels, assign tasks, and ensure timely completion of all activities.
- Enhance Customer Relationships: Drive sales effectiveness while delivering an exceptional customer experience.
- Collaborate Across Teams: Work closely with sales, production, shipping, and other departments to meet customer needs.
- Set Strategic Direction: Provide clear guidance to the customer service team on order management and communication standards.
- Promote Accountability: Foster a culture of responsibility aligned with best practices.
- Measure and Improve Performance: Use KPIs to track results and deliver timely, constructive feedback.
- Leverage Technology: Utilize CRM tools (e.g., Salesforce), analytics platforms (e.g., Power BI), and spreadsheets to inform decisions and achieve positive outcomes.
Key Requirements
- Experienced Leader: Hold a degree in Business Administration, Management, or Marketing, with 5-7 years in customer service management, preferably in a leadership role. Experience in paper, packaging, or labeling industries is a plus.
- Culturally Aware: Familiar with International business environments; Spanish proficiency is highly beneficial.
- Process-Oriented: Skilled in managing projects that improve service processes, including quality management and continuous improvement.
- Tech-Savvy: Proficient with CRM systems (e.g., Salesforce), data analysis tools (e.g., Power BI), and AI-assisted technologies.
- Financially Skilled: Strong understanding of budgeting, financial principles, and P&L management.
- Change Agent: Capable of implementing change effectively, resolving conflicts constructively, and maintaining positive relationships.
- Performance-Driven: Experienced in setting and monitoring KPIs (e.g., NPS, handle time, first-time resolution, order entry quality) and providing actionable feedback.
- Operational Expert: Adept at leading and improving Order Entry operations, including processes, people, and tools.
- Customer-Focused: Committed to meeting customer expectations and adapting to evolving needs with flexibility.
- Collaborative Communicator: Able to work across departments and with stakeholders to ensure a seamless customer experience.
FAQs
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