Customer Service Manager
Posted
- Deliver a best-in-class customer experience by ensuring prompt, professional, and accurate responses to customer inquiries across all communication channels.
- Lead, coach, develop, and performance-manage a high-performing team of Customer Account Coordinators, fostering a culture of customer focus, accountability, collaboration, and continuous improvement.
- Recruit, onboard, and develop talent to ensure the organization has the capabilities required to support current and future business growth.
- Direct daily customer service operations by establishing priorities, allocating resources, and ensuring timely execution of departmental objectives.
- Serve as the escalation point for complex customer concerns, driving timely resolution and maintaining strong customer relationships.
- Provide customers with product information, availability updates, lead times, and product recommendations to support their business needs.
- Monitor customer feedback, satisfaction trends, service levels, and operational performance to identify opportunities for improvement and implement corrective actions.
- Oversee the complete order-to-delivery process, ensuring efficient and accurate management of customer orders from purchase order receipt through shipment and delivery.
- Partner with Sales, Operations, Supply Chain, Logistics, Product Management, Engineering, and Finance to resolve issues, improve customer outcomes, and align service activities with business priorities.
- Develop and implement training programs that strengthen customer service capabilities, product knowledge, systems proficiency, and inside sales support skills while promoting continuous learning.
- Establish, monitor, and communicate customer service KPIs and service-level expectations; analyze performance data and prepare reports and recommendations for leadership.
- Conduct audits of processes, procedures, and service activities to ensure consistency, compliance, and operational effectiveness.
- Lead continuous improvement initiatives focused on enhancing customer experience, improving efficiency, reducing complexity, and increasing scalability through best practices, automation, and process optimization.
- Facilitate cross-functional problem-solving, business reviews, and strategic planning activities that drive operational excellence and organizational objectives.
- Identify opportunities to improve productivity, reduce costs, and maximize operational efficiency while maintaining service excellence.
- Ensure staffing levels, tools, and resources adequately support departmental goals and customer requirements.