Customer Service Manager

REPORTS TO: Head of Customer Service

SUMMARY:
We are looking for a competent Customer Service Manager, who manages the Customer Service Team by providing clear goals, strategies and initiatives and driving the necessary change to ensure achievement of divisional financial and non-financial metrics.

YOUR RESPONSIBILITIES WILL INCLUDE:
● Communicate, implement and interpret customer service policies and procedures.
● Develop, recommend, and coordinate the implementation of new procedures.
● Ensure the efficient utilization of customer service equipment (phones, computer terminals, etc.).
● Evaluate the effectiveness of customer service operations. Coordinate customer service function with other departments.
● Identify any customer concerns, investigate and resolve problems, and respond to customer inquiries.
● Oversee and conduct assessments of customer needs within assigned business, region or area.
● Champion customer needs and follow-up on customer inquiries.
● Provide responsive order management support including order entry, or expediting and shipment information to customers.
● Provide quoted pricing and inventory information to customers.
● Proactively communicate supply chain issues and provide alternatives.
● Maintain high levels of communication within customer service team.
● Partner with Inside Sales to achieve sales goals.
● Actively participate in training to expand technical skills and improve services provided to customers.
● Schedule and organize personnel to accommodate anticipated workflow.
● Recommend corrective services to adjust customer complaints.
● Ensure projects are completed on schedule and within budget.
● Develop and administer budgets, schedules, and performance standards. Exerts influence in the development of overall objectives and long-range goals of the organization.
● Subject to approval, modifies the organizational structure of centralized functions and units.

● Bachelor’s degree.
● 6+ years related experience or education, preferably in related industry. Prior management experience preferred.
● Effective leadership, development and training skills required.
● Excellent written, verbal and presentation communication skills.
● Excellent problem solving and analytical skills.
● Possess strong business acumen.
● Data driven and process oriented.
● Strong customer satisfactions focus skills.
● Knowledgeable on call center operations and product lines.

- Attractive salary
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Professional, dynamic working environment

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