Customer Service Manager (Manufacturing)
United States
Full Time
Manager/Supervisor
Job Summary:
The customer service manager is responsible for managing customer service reps and monitoring their performance, while still providing excellent service to the customer. Customer service manager will resolve emergency issues, provide training for new employees, and will handle service issues beyond customer service rep capability. Meet all customer and company expectations.
Responsibilities
The customer service manager is responsible for managing customer service reps and monitoring their performance, while still providing excellent service to the customer. Customer service manager will resolve emergency issues, provide training for new employees, and will handle service issues beyond customer service rep capability. Meet all customer and company expectations.
Responsibilities
- Recruiting, hiring, and training new customer service representatives,
- Researching strategies to further improve the customer experience.
- Developing standards and procedures
- Documenting customer service discussions and actions
- Maintaining accurate records and files of documentation
- Provide sales goals and encouragement to achieve goals.
- Managing budget and expenses
- Setting and maintaining all customer service procedures and policies
- Addressing returns, refunds, credits, and shipping tracking numbers
- Recording, organizing, and filing customer interactions and profile/account changes.
- Providing resources for quality customer service
- Implementing customer service strategies to improve quality of service.
- Addressing and resolving team and customer conflicts
- Anticipating and resolving customer service issues
- Maintaining a professional workspace and workflow
- Evaluating representative performance.
- Required - High school degree or equivalent.
- Preferred - Bachelor’s degree in business administration, business, or related field;
- 5+ years’ experience in customer support, client services, sales, or a related field;
- Must have previous working knowledge of overhead doors.
- Excellent customer care and focus, ability to assess customer needs and provide correct answer, path, troubleshooting or method for a positive customer experience.
- Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
- Able to multitask, prioritize, and manage time efficiently
- Encouraging to team and staff; able to mentor and lead
- Able to analyze data and sales statistics and translate results into better solutions
- Excellent verbal and written communication skills
- Self-motivated and self-directed
- Comfortable in both a leadership and team-player role
- Creative problem solver who thrives when presented with a challenge.
- Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking merchandise, scheduling with Microsoft Office Suite or similar software.
- Excellent time management and prioritization skills.
- Ability to answer phone, listen actively, relay information, and type basic information simultaneously; and
- Customer Focused for a positive customer experience and resolution.
- Able to work in a high stress environment.
- Occasionally walk the manufacturing floor for familiarity of product and processes
- Prolonged sitting behind a desk.
- Read and write continuously.
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