Customer Service Manager - STG

Schedule: Monday through Friday, onsite position
Location: Columbia, TN

Key Responsibilities:

• Leadership & Management:
  • Supervise, mentor, and provide guidance to a team of six customer service representatives.
  • Conduct performance reviews, provide coaching, and create professional development plans.
  • Ensure the team meets and exceeds performance metrics and customer satisfaction goals.
  • Participate in the day-to-day operations of the department and others as needed.
• Customer Order Management:
  • Oversee the accurate and timely processing of customer orders.
  • Track and monitor orders to ensure on-time delivery.
  • Collaborate with internal departments, including logistics and sales, to resolve any order-related issues.
• Customer Communication:
  • Manage inbound and outbound customer calls, including addressing inquiries, resolving complaints, and conducting follow-ups.
  • Implement and oversee a customer satisfaction survey process to gather feedback and identify areas for improvement.
  • Ensure proper documentation of customer interactions within the system.
• Process Improvement:
  • Identify opportunities to streamline order management and customer service processes.
  • Develop and implement best practices to improve efficiency and customer satisfaction.
  • Provide insights and recommendations to senior management based on customer feedback and operational data.

Qualifications:

• Proven experience in a customer service management role, preferably in a call center and / or order fulfillment environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficient in customer relationship management (CRM) software and/or order tracking (ERP) systems.
• Strong problem-solving skills with the ability to manage multiple priorities,
• Skillful competence with MS Outlook, Excel and Word.