Customer Service Manager

Robert Half is looking for a Customer Service Manager for an organization in the Racine, WI area. The role's main function is to manage and oversee customer service operations, with a focus on ensuring customer satisfaction, order processing, and team management. This role is a permanent position and involves skills such as Customer Service, Supervisory Oversight, Order Entry, and KPI Reporting.

Responsibilities:

• Respond to customer inquiries via phone and email in a timely and professional manner

• Process customer orders efficiently and accurately, ensuring high levels of customer satisfaction

• Follow up with customers on outstanding balances to ensure timely payment

• Coach and develop the team to continuously improve performance and customer service skills

• Hold team members accountable to performance metrics, providing feedback and guidance as necessary

• Handle additional project work as assigned, demonstrating flexibility and adaptability

• Communicate effectively with various departments to resolve customer issues and improve service levels

• Monitor and report on key performance indicators (KPIs) to track customer service effectiveness

• Implement strategies to improve customer service processes and procedures

• Oversee the day-to-day operations of the customer service team, ensuring smooth and efficient operations.

Requirements:

• 5+ years of customer service experience

• 3+ years of experience in a supervisory position

• Proficiency in Order Entry systems and software, able to accurately input and manage data.

• Experience in KPI Reporting, able to create and analyze reports to inform strategic decisions.

• Strong problem-solving skills, able to identify issues and implement effective solutions.

• Strong organizational skills, able to manage multiple tasks and meet deadlines.

• Bachelors Degree in a related field