What are the responsibilities and job description for the Customer Care Manager position at Burlington Medical?
Job Description:
The Customer Care Manager is responsible for the day-to-day management of the customer service department. Providing leadership and direction to the Order Processors, Customer Relations Representatives, Internal Helpdesk and the RMA Coordinators to ensure that an excellent standard of service is provided and maintained.
Duties:
• To ensure that the Customer Service function operates effectively and that the functions’ activities are aligned to departmental and Company objectives.
• To ensure the accurate processing of customer quotations, orders and order confirmations within agreed timescales.
• To ensure that all customer queries are satisfactory managed, resolved and closed within agreed timescales.
• To ensure that the Customer Service function is adequately staffed and trained to deliver an efficient service to internal and external customers.
• To represent the Customer Service function as an active member of the leadership team.
• To actively promote and manage the process of continuous improvement in Customer Service standards within call inquiries and order processing.
• Responsible for performance management of the team.
• Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
• Participate and contribute to relevant management meetings.
• Promote effective communication throughout all levels of the Customer Service function.
Skills/Qualifications:
• Bachelor’s degree in business management or equivalent work experience.
• Experience with Salesforce CRM.
• Experience working in a face pace manufacturing environment
• Understanding of LEAN/Six Sigma Principles
• The successful candidate shall be an energetic, effective, self-starter with strong verbal and written communication skills who is able to excel in a teamwork and collaborative environment.
• Requires knowledge and working experience of management principles and practices.
• 5 years’ experience leading a front-line customer facing team.
• Must have knowledge of administrative practices and procedures, data management methods, and basic accounting and human resources practices.
• Proficient computer skills and a working knowledge of Windows and Microsoft Office Suite.
• Other key competencies for this role include time management, organization and planning skills, problem analysis and problem solving, judgement and decision making, and team guidance and mentoring.
• Customer Service skills-ability to speak with hospital personnel and Account Managers with confidence and clearly.
