Customer Service Manager

Customer Service Manager Job Description

Do you thrive on building high-performing teams and ensuring customer satisfaction? Are you passionate about creating a positive customer experience and possess a strong understanding of sales operations? If so, then this Customer Service Manager role is for you!

Responsibilities:

• Customer Service:
• Willing to learn and become an expert in all customer service duties
• Lead and motivate a team of Customer Service Representatives to consistently exceed customer expectations.
• Develop, implement, and monitor customer service goals and key performance indicators (KPIs).
• Recruit, hire, onboard, and train new customer service representatives.
• Coach and mentor team members, providing ongoing feedback and development opportunities.
• Identify and resolve complex customer issues, escalating as necessary.
• Analyze customer feedback to identify trends and areas for improvement in service and products.
• Create and maintain a positive and productive work environment for the customer service team.
• Wholesale Inside Sales Collaboration:
• Partner with the sales team to establish and help measure inside and outside sales KPIs.
• Champion the standardized use of our ERP within the sales department.
• Assist with sales reporting and analysis.
• Train and support the sales team on how to fully utilize our ERP system.
• Oversee ERP customer data capture to ensure accurate and complete information.
• Create and curate call lists for the inside sales team.
• Analyze call reports to identify areas for improvement in sales techniques.
• Data mine retailer databases to identify sales opportunities.
• Willing to learn and become proficient in all inside sales functions

Qualifications:

• Minimum 3-5 years of experience in a customer service leadership role.
• Proven track record of success in exceeding customer satisfaction goals.
• Strong leadership, coaching, and mentoring skills.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work effectively in a fast-paced and dynamic environment.
• Proficiency in Microsoft Office Suite.
• Experience with customer service software a plus.
• Additional Qualifications:
• Working knowledge of sales operations and KPIs.
• Experience with ERP systems