The Customer Service Manager is responsible for leading the Customer Service team to provide reliable, measurable, and high-quality customer experience via phone, email, chat, social media, and other communication methods. We are looking for a proven candidate to implement best practices that enable us to leverage customer experience as a competitive advantage.
Our ideal customer service manager is highly skilled in driving continuous improvement/process improvement. The candidate has experience with both defining and implementing from the ground up items such as KPIs, agent performance scorecards, a knowledge base, training programs, telephony systems, and CRMs.
Roles and Responsibilities
* Lead, inspire, and manage the daily work and performance of the department, which includes typical duties, such as managing inquiries, complaints, orders, returns, etc.
* Develop KPIs, reports, dashboards, and agent performance scorecards.
* Leverage data analytics and technology. Drive continuous improvement and remove waste.
* Implement and enforce policies, procedures, and standards.
* Implement and/or maintain tools needed to sustain performance, such as a knowledge base, telephony system, and CRM.
* Mature training programs and cross train agents to level load work across the team.
* Develop QA/QC program. Coach and mentor to develop team members.
* Work across departments and be relentless at resolving customer issues in a timely manner.
* Stay current on the latest industry trends and techniques.
* This position also oversees the mailroom activities (intercompany and outgoing mail/packages, not including product shipments to external customers).
* Regular attendance is required.
* Communicate effectively with other departments within the organization and function within a team environment.
* Perform other duties as may be required in meeting company objectives.
* 8+ years of customer-facing experience, with at least 5 years in a management/leadership role in a professional customer service environment
* Expertise in process improvement, operational excellence, and change management
* Exceptional executive communication, negotiation, and relationship-building skills
* Strong analytical skills and experience with data-driven decision-making
* Proficient with Microsoft Office
* Experience creating a new customer service department or developing from an early stage preferred
* Five9, SAP ERP, and SAP CRM experience preferred
This position is 100% on site in our Lancaster, SC location and will require preemployment screenings, including a background check and drug screen.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
Manufacturing
Benefits
* Medical insurance
* Vision insurance
* 401(k)
* Child care support
* Tuition assistance
* Disability insurance
#J-18808-Ljbffr