Customer Service Manager
- Must be bilingual - English/Spanish|Great opportunity to lead a growing customer service team for a growing company
We are seeking an experienced and dynamic Customer Service Manager to lead and manage our customer service department. The ideal candidate will have a strong background in customer service, preferably within a manufacturing environment, and possess excellent leadership, communication, and problem-solving skills. This role requires a proactive approach to enhancing customer satisfaction, optimizing service processes, and building a high-performing team.
Job Description
- Team Leadership and Development:
- Lead, mentor, and develop a team of customer service representatives to deliver exceptional service.
- Conduct regular training sessions to improve team performance and product knowledge.
- Set performance goals, monitor progress, and provide regular feedback and evaluations.
- Customer Interaction:
- Oversee the handling of customer inquiries, complaints, and feedback in a professional and timely manner.
- Ensure all customer interactions are logged and tracked accurately in the CRM system.
- Resolve escalated issues and complaints by identifying root causes and implementing effective solutions.
- Process Improvement:
- Analyze customer service processes and workflows to identify areas for improvement.
- Develop and implement strategies to enhance service efficiency and effectiveness.
- Collaborate with other departments to streamline operations and improve customer satisfaction.
- Performance Metrics:
- Establish and monitor key performance indicators (KPIs) to measure the effectiveness of the customer service team.
- Prepare and present regular reports on customer service metrics and trends to senior management.
- Utilize data and feedback to make informed decisions and drive continuous improvement.
- Customer Relationship Management:
- Build and maintain strong relationships with key customers and stakeholders.
- Develop customer loyalty programs and initiatives to increase customer retention.
- Ensure customers receive timely updates on product information, order status, and any changes affecting them.
- Product and Market Knowledge:
- Stay informed about the company's products, services, and industry trends.
- Provide insights and feedback to product development and sales teams based on customer interactions.
- Represent the customer perspective in cross-functional meetings and projects.
The Successful Applicant
- Bachelor's degree in Business, or equivalent customer service experience
- Must be bilingual in English/Spanish
- Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role.
- Experience in the manufacturing industry is highly preferred.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proven ability to handle customer complaints and resolve conflicts.
- Proficiency in using CRM software and Microsoft Office Suite.
- Strong analytical and problem-solving abilities.
- Ability to work in a fast-paced and dynamic environment.
Target compensation for the Customer Service Manager is $90,000 - $120,000 base salary.
Contact: Clayton Hamilton
Quote job ref: JN-062024-6458421
-
Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Other -
Industries
Appliances, Electrical, and Electronics Manufacturing, Industrial Machinery Manufacturing, and Manufacturing
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