Customer Service Manager

Date Posted: Jun 27, 2024

  • Job Structure
  • Job Location Dickson, TN

Job Description

Overview:

We are seeking a proactive and experienced Customer Service Manager for our company. This role involves managing a team of customer service representatives, ensuring the timely processing of orders, and maintaining high-quality service standards. The ideal candidate will have full autonomy, a strong leadership presence, and a passion for personal and professional growth. This position is key to helping our company grow and thrive, making a significant impact on both our team and our customers.

Key Responsibilities:

Team Leadership & Development:

  • Lead, mentor, and develop a team of customer service representatives.
  • Conduct regular performance evaluations and provide constructive feedback.
  • Identify training needs and opportunities for professional development.
  • Handle hiring, interviewing, and firing of customer service staff as needed.

Customer Service Excellence:

  • Oversee and ensure the delivery of exceptional customer service.
  • Handle escalated customer inquiries and complaints, providing timely and effective resolutions.
  • Monitor and analyze customer service metrics to drive performance improvements.

Process Management & Improvement:

  • Develop and implement efficient customer service processes and procedures.
  • Ensure all customer orders are processed accurately and timely.
  • Address and resolve quality issues in collaboration with relevant departments.
  • Manage and update pricing information as necessary.
  • Oversee the paperwork side of order processing, ensuring all documentation is accurate and complete.

Coordination & Communication:

  • Collaborate with sales representatives, production staff, and purchasing vendors to ensure smooth order processing and fulfillment.
  • Communicate with personnel on the production floor several times a day to ensure order accuracy and timely delivery.
  1. Leadership & Initiative:
  • Take the lead in driving customer service initiatives and projects.
  • Proactively identify opportunities for process improvements and innovation.
  • Act as a role model and set a positive example for the team.

Qualifications:

  • 5+ years of proven experience as a Customer Service Manager or in a similar leadership role.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and make autonomous decisions.
  • Strong problem-solving skills and attention to detail.
  • Experience with POS systems and order processing.
  • Commitment to personal growth and development.

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