We are seeking a Customer Service Manager to be responsible for maintaining customer satisfaction by providing problem-solving resources. The Manager will plan, coordinate and control the activities of the customer service team. 

The Role:
  • Achieve customer service objectives by providing CS information, recommend strategic plans and reviews, prepare and complete action plans, implement production, productivity, quality and CS standards
  • Improve CS quality results by studying, evaluating, and redesigning processes, establishing and communicating service metrics, monitoring results, and implementing changes
  • Establishes performance requirements and regularly monitors performance to ensure adherence to service and productivity levels. Provides coaching for performance improvement and development.
  • Handle escalated calls from distributors/customers for resolution
  • Meet CS financial objectives with forecast requirements, preparation of rough budget and monitoring of expenditures
  • Determine CS requirements by maintaining contact with customers, conduct surveys,analyze reports, benchmark best practices

Required Education, Experience and Qualifications
  • 5+ years of experience in a customer service manager role with experience writing standard Operation Procedures (SOPs). 

  • Training new and current employees. This role will be tasked with creating a new hire training program, which goes hand in hand with formalizing our processes in a written format in order to train everyone consistently.

Required Skills
  • Effective written and oral communication skills, including professional phone skills. 
  • Strong leadership abilities; able to inspire and coach employees to accomplish strategic goals and related tasks.

 

This is a full time position

Visit Careers at SDHR Consulting

Personal Information









Attachments

Other Information