One of Americas Fastest Growing Companies
We’re looking for an experienced candidate to join our team in the role of Customer Service Manager. As a Customer Service Manager, you will oversee an experienced team of customer service/inside sales professionals who make sure all of our more than 2,000 customers have products and service that are properly fueling culture at their locations. You will also be a fit with our company culture, and be passionate about providing the highest level of customer service.
In this role you will ensure the company delivers the highest level of customer service possible and play a fundamental role in achieving our ambitious upsell and cross sell goals. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
In addition, you will supervise, train, coordinate schedules and clearly communicate interdepartmentally to ensure that all customer service requests are completed in an efficient manner; and customer satisfaction is at one-hundred percent.
An ideal candidate will have:
- 5 years of proven working experience as a customer service manager
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Working knowledge of customer service software, databases and tools
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- High School Degree required/College Degree preferred
You’ll be responsible for but not limited to:
- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customer issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop customer service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports
- Recruit, mentor and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Control resources and utilize assets to achieve qualitative and quantitative customer service and sales targets
- Adhere to and manage the approved budget
- Maintain an orderly workflow according to priorities
Some other skills and qualifications we look for:
- Customer Service
- Upselling/Cross selling Ability
- Process Improvement
- Decision Making
- Managing Processes
- Staffing
- Planning
- Tracking Budget Expenses
- Analyzing Information
- Developing Standards
- Emphasizing Excellence
Our supervisor will also need to:
- Directly supervise all members of the customer service team
- Carry out supervisory responsibilities in accordance with company policies and applicable laws
- Interview
- Hire and train employees
- Plan, assign and direct work
- Appraise performance
- Reward and discipline employees
- Address complaints and resolve issues
