Customer Service Manager
Customer Service Manager
Our client located in the Northern suburbs is seeking a Customer Service Manager. The division of responsibilities is 75% management of up to 7 Customer Service agents and 25% customer service during busy times. The customer service function at this company is highly technical where some orders are repeat orders and some are extremely complex. All orders are processed and taken via phone and email.
Overview:Responsible improving managing and improving the customer service team, tools, systems, and day-to-day workflow to handle customer needs - quotes, orders, concerns, etc. - in an efficient and professional manner. Collaborates closely with other departments (i.e., product, sales, operations, etc., to ensure customers’ needs are met. Must be highly effective at all levels of essential customer service functions (quoting, order entry, production instructions, sourcing, expediting and shipping instructions, status reports, etc.) Offshore communication, team management – training, continuing education, performance reviews, hiring and dismissal. Continuously review customer service agency workload to ensure even account distribution, adjusting as necessary and managing temporary assistance as needed.
Requirements:Bachelor's degree 5-7 years in related field (customer service, procurement, supply chain, etc.) and experience managing a customer and supplier-facing team
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