Customer Service Manager

Customer Service Manager
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Customer Service Manager

Job Duties:

  • Reviews customer requests for warranty to ascertain cause for request, type of malfunction and customer address.
  • Investigates customer problems and finds solutions. Handles major incidents that cannot be resolved by staff. Resolves complaints and order issues.
  • Analyzes data and statistics.
  • Isolates and identifies areas of improvement. Trains agents on how to adequately address problems over the phone or how to write correspondence.
  • Drives accountability for root cause analysis and implementation of processes to minimize future incidents and maximize sustainability.
  • Prepares schedules for personnel, assigns personnel to quote, data entry, proof and price dealer orders, including sample requests, warranty requests, display drawings, custom drawings and product information.
  • Keeps records of KPI for data entry, customer service and quotes.
  • Directly supervises 6 to 12 employees in Customer Service.
  • Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
  • Responsible for interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; and, addressing complaints and resolving problems.

Required Knowledge, Skills & Abilities

  • Proficient computer skills, including Outlook, Sales Logic, Excel and Microsoft Word.
  • Ability to meet deadlines and department expectations.
  • Results oriented while maintaining attention to detail.
  • Ability to follow processes and directions while demonstrating a willingness to learn.
  • Strong verbal, written and organizational skills.
  • Ability to solve problems in high stress, fast-paced environment.
  • Teamwork skills.

Job Qualifications and Education

  • Bachelor’s degree (BA or BS) from four-year college or university or
  • Five (5) years related managerial experience and/or training, or equivalent combination of education and experience.
Physical Requirements and Working Conditions

Able to walk up stairs. Ability to work flexible schedule, including some evenings and weekends. Employee is subject to outside environmental conditions occasionally; inside conditions frequently, with protection from weather conditions but not necessarily from temperature change.


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