Humera - Administrative and Professional Staffing

Customer Service Manager

St Paul, MN, USA
May 21, 2013
May 23, 2013
Employment Status
Full Time
Job Description:
Humera is looking for an energetic and service oriented candidate to fill a direct hire Customer Service Manager position with a surgical instrumentation design and manufacturing company located in St. Paul. In the role of the Customer Service Manager, you will lead the operation of the Customer Service department while still providing professional, polite, and accurate support to customers.
  • Provide support to customers:
    • Make sure that the customers are receiving professional, polite, timely, accurate results and responses about their orders, questions, and needs
    • Answer phones on a timely and accurate basis, being courteous and professional at all times
    • Responsible for the processes of printing orders, credit memos, invoices as need on a timely and accurate basis
    • Act as the lead internal liaison for the customer to resolve their questions and needs using resources and corporate policies and procedures as necessary
    • Responsible for investigating and determining the cause and remedy for any customer issues and complaints
  • Lead the operation of the Customer Service department:
    • Provide a positive example for the department, performing courteous, timely, accurate, and consistent work habits, following policy and procedures consistently in order to assist the customer
    • Work closely with the Sales Operations Manager and Assistant Customer Service Manager to show common leadership in the department
    • Establish and maintain a flow within the department
    • Train new associates and provide supplementary training of existing associates on all tasks and responsibilities of the position using work instructions and resources
    • Continually look and suggest ways to improve company processes and services to increase efficiency and level of service to customers
    • Prepare and conduct all performance reviews
  • Assist with other tasks as assigned by the Sales Operations Manager and as needed by the company

    Required Skills, Knowledge, and Abilities:
    • High school diploma required, additional education preferred
    • 8+ years in customer service management
    • Background and experience in supervision and training
    • Experience and understanding of International Business
    • Foreign language skills preferred
    • Business to business customer service experience desired
    • Ability to work well and in a cooperative way with other departments, and to show positive, consistent work habits and leadership
    • Ability to assist others through example
    • Excellent computer skills and order entry skills
    • Knowledge of Microsoft Office
    • Excellent phone skills including answering multi-line systems and handling international calls
    • Ability to multitask without losing focus or accuracy and to delegate responsibility to others
    • Proficient with web based shipping documentation
    • Prior experience in medical/surgical field helpful