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
* Manage daily workflow within the customer service department, including the call center and order management team
* Respond to complex customer inquiries and serve as an escalation reference
* Create and track customer service goals, generate detailed reports on customer interactions and order management metrics, analyze statistics, and compile accurate reports for upper management
* Develop and implement service procedures, policies, and standards for call center and order management operations
* Monitor workloads and reassign responsibilities during peak hours or staff shortages to maintain response times
* Supervise, mentor, and develop customer service representatives and team leaders, providing upskilling opportunities
* Recruit, hire, and onboard new customer service employees
* Perform other duties as assigned
Networking/Key Relationships
* Other Client Services Teams
* Finance
* Legal/Compliance
* Operations & Manufacturing
* Marketing
* HR
Qualifications
Minimum Knowledge & Experience:
* Bachelor's degree in Business Administration, Finance, or a related field, or equivalent experience
* Minimum 6 years of related experience in Customer Service environment; experience in Finance/Operations is preferred; prior experience as a Customer Service Manager or Supervisor
* Proficiency in Microsoft Office (Word, PowerPoint, Excel); knowledge of SAP ERP is preferred; experience with CRM software and data analysis tools
* Excellent verbal and written communication skills; fluency in English; French is a plus
Skills & Capabilities
* Leadership and team management abilities
* Problem-solving with a focus on customer satisfaction
* Ability to work collaboratively across departments
* Adaptability and effective management in a fast-paced environment
* Decision-making and conflict resolution skills
* Flexibility and resilience
Travel Requirements
Occasional travel may be required.
If you are interested in constant learning and daily challenges, we encourage you to submit your resume or CV.
Werfen is an Equal Opportunity employer committed to diversity. We prohibit unlawful discrimination, harassment, or retaliation based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin, age, disability, veteran status, or any other protected characteristic. For accommodations in the application process, please contact us.
We operate in over 30 countries, with revenues around $2 billion and more than 7,000 employees worldwide.
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