What are the responsibilities and job description for the Customer Operations Manager position at DAEDONG USA, Inc.?
Customer Operations Manager
Department : Telematics
Reports to : Telematics Director
Location : Wendell, NC
Position Status : Full-Time
Status : Salary, Exempt
Management Level : Management
JOB SUMMARY
KIOTI Tractor, a leader in the design and manufacture of compact tractors, utility vehicles, turf care, and compact construction equipment, is seeking a Customer Operations Manager to join our team onsite in Wendell, NC. The Customer Operations Manager will be responsible for monitoring how satisfactorily our customers are utilizing our services on a daily basis, immediately identifying and resolving complaints or issues to improve customer satisfaction.
KEY RESPONSIBILITIES OF JOB
Primary responsibilities of the Customer Operations Manager :
- Analyze operational data, trends, and customer feedback to identify areas for improvement and optimize processes
- Collaborate with cross-functional teams (IT, product, marketing) to address root causes of customer issues and enhance the overall customer experience
- Develop and implement standard operating procedures, policies, and best practices to streamline customer support processes and ensure consistency
- Develop and manage the customer support operations budget, forecasting resource needs, and controlling costs
- Handle escalated customer complaints and complex issues, providing guidance and resolution to ensure customer satisfaction
- Manage and coach a team of customer support representatives (including call center staffs and agents), providing guidance, training, and feedback to enhance their skills and performance
- Manage the implementation and effective utilization of customer support tools, technologies, and systems (e.g., CRM, helpdesk software)
- Monitor key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and adherence to service level agreements (SLAs)
- Oversee the maintenance and updating of customer support knowledge bases, scripts, and training materials
- Plan and manage staffing levels, schedules, and resource allocation to ensure adequate coverage across all customer support channels
- Prepare and present operational reports, insights, and recommendations to senior management
Secondary responsibilities of the Customer Operations Manager :
EDUCATIONAL AND PHYSICAL REQUIREMENTS
