Overview
Job Summary
The Customer Service Manager leads our call center and order management team for our division in North America (US and Canada). The role responds within the Client Services organization and develops and implements systems and procedures to ensure effective customer service administration and field support. Acts as liaison with field sales, customers and internal departments. Supervises the performance of the call center operators (front office) and the order management team (back office).
Responsibilities
Key Accountabilities
1. Manage daily workflow within the customer service department, including the call center and order management team
2. Respond to complex customer inquiries and serves as escalation reference
3. Create and track customer service goals generating detailed reports on customer interactions and order management metrics, analyzing statistics and compiling accurate reports for upper management
4. Develop and implement service procedures, policies, and standards for both call center and order management operations
5. Monitor workloads and reassign work responsibilities during high peak hours, or during staff shortages to maintain acceptable response times to customers
6. Supervise, mentor, and develop customer service representatives, and team leaders, providing additional upskilling or learning opportunities
7. Recruit, hire, and onboard new customer service employees
8. Perform other duties as assigned
Networking/Key relationships
9. Other Client Services Teams
10. Finance
11. North America Commercial Operations
12. Legal/Compliance
13. Operations & Manufacturing
14. Marketing
15. HR
Qualifications
Minimum Knowledge & Experience required for the position:
16. Education: Bachelor's degree required in in Business Administration, Finance, or related field, or equivalent experience
17. Experience:Minimum 6 years related experience in Customer Service environment / Finance/ Operations preferredPrior experience as a Customer Service Manager or Supervisor
18. Additional skills/knowledge:Proficiency knowledge of Microsoft office System, including Word, Powerpoint,ExcelKnowledge of SAP ERP preferredExperience with CRM software and data analysis toolsExcellent verbal and written communication skillsFluency in English. French is a plus
Skills & Capabilities:
19. Demonstrated leadership and team management abilities
20. Problem-solving skills with a focus on customer satisfaction
21. Ability to work collaboratively across departments
22. Proven ability to adapt and manage effectively in a fast-paced, challenging environment and manage multiple, and oftentimes competing, priorities
23. Confident decision making and conflict resolution
24. Flexibility and resiliance
Travel requirements: Occassional travel may be required.
If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.
Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact for assistance.
We operate directly in over 30 countries, and in more than territories through distributors. Annual revenue is approximately $2 billion and more than 7, employees around the world comprise our Werfen