Customer Service Manager

Summary

The Customer Service Manager is responsible for leading, directing, and controlling customer service and planning processes and procedures so that they meet the organization's overall business objectives and protect customer relationships and public reputation. As the Customer Service Manager, you will lead efforts to enhance our customer service operations through strategic initiatives and process improvements. You will champion change management, drive a customer-centric mindset, and inspire your team to exceed expectations. The ideal candidate is a visionary leader with a proven track record of successfully implementing changes in customer service and production planning environments and fostering a culture of continuous improvement.

Primary Responsibilities

• Develop and implement a comprehensive change management strategy for the Customer Service department.
• Lead and guide the team through organizational changes, ensuring a smooth transition and fostering a positive attitude toward change.
• Collaborate with leadership to develop and execute a strategic plan for elevating the customer experience.
• Identify and prioritize areas for improvement based on industry trends, customer feedback, and performance metrics.
• Inspire and lead a high-performing customer service team, promoting a culture of continuous improvement and excellence.
• Provide coaching, mentorship, and professional development opportunities to team members.
• Develop and monitor the application of operating systems including policies and procedures, operating structure, and information flow;
• Ensure the volume of work produced meets product/service standards and exceeds quality standards;
• Set and report benchmark metrics to drive customer service excellence. Utilize NPS as continuous improvement tool. Regularly analyze performance metrics and provide actionable insights to enhance operational efficiency.;
• Create tools and training materials for customer service so onboarding is consistent, and customer experience is seamless and performance is sustainable;
• Coordinate work activities to achieve the volume expected to meet operational requirements;
• Responsible for the day-to-day application of organizational policies and procedures;
• Monitor the performance of staff members and drive accountability according to established monitoring standards;
• Make hiring decisions and conduct performance appraisals;
• Liaise with other staff, particularly in Quality, Product management, Sales engineering and Sales, to ensure that customer service strategies and activities are integrated with other parts of the business and align to the overall corporate objectives.

Knowledge and Skills Requirements

• Bachelor's degree required.
• 10+ years of work experience in a commercial/customer-interfacing role;
• 5+ years of work experience in a management role;
• Strong strategic thinking and problem solving skills;
• Demonstrated ability to lead change initiatives and drive innovation;
• Results driven with a focus on achieving and exceeding performance targets;
• Be able to manage remote teams remotely;
• Ability to deal with customers & coworkers of different cultures;
• Technical aptitude;
• Analytical, detail oriented;
• Service-minded, ability to independently interface with customers;
• Pro-active and able to work independently;
• Experience with Microsoft Office products and CRM, Navision/ERP and QlikView;
• Strong in Excel, Word, and PowerPoint;
• Must be able to work in the US

Competencies

• Strong leadership;
• Building relationships;
• Customer focus level;
• Commercial awareness;
• Continuous improvement and innovation;
• Planning and organizing;
• Communicates effectively

Key Behaviors

• Are accountable to others
• Have the courage to challenge the status quo
• Are honest with co-workers and customers
• Able to be innovative problem solvers
• Are engaged team members
• Add value to the Company
• Expects excellence of self and others
• Overserves top customers
• Understands, simplifies and acts to improve processes

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk or hear; uses hands to finger, handle, or touch objects or controls. Duties include data entry 80% of the time. The employee may lift, push or pull up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.