Manager Customer Service
- Direct daily operations of the customer account coordinators; plan, prioritize, and delegate work tasks to ensure the proper functioning of the department
- Deliver prompt and professional solutions for customer inquiries via phone, email, online chat, etc.; resolve customer inquiries promptly and accurately to ensure customer satisfaction. Escalate as needed.
- Provide customers with product information, availability, and lead time, and make product recommendations
- Provide training to customer account coordinators: Provide comprehensive training and guidance to help deliver great customer experiences, including inside sales activities.
- Monitor and report on performance: Compile and analyze data, establish and communicate service metrics, and audit procedures and trends to share with upper management
- Review customer complaints thoroughly to identify and resolve issues impacting the service, efficiency, and productivity of customer account coordinators
- Facilitate interdepartmental collaboration by integrating customer service insights into strategic planning and reviews, fostering partnerships with departmental leaders
- Enhance operational efficiency by conducting thorough analysis, evaluation, and redesign of processes, and identifying opportunities for system enhancement
- Lead and develop a team of customer account coordinators, offering feedback and guidance as needed to foster growth and excellence
- Oversee the end-to-end management of customer orders, from purchase order to final shipping, ensuring meticulous documentation to track customer requests and inquiries.
- Provide administrative and operational assistance to ensure smooth product delivery to customers
- Supervise the budget allocated to the customer service department