What are the responsibilities and job description for the Customer Support Manager position at Duke Manufacturing Co.?
Founded in 1925, Duke Manufacturing is a privately held manufacturer of food service equipment designed to address the most important needs in customers' food service operations. Our Purpose is to Nourish Our World and an important way we strive to do so is to create a work environment that encourages each individual to find their passion and grow to their full potential.
The Customer Support Manager is responsible for overseeing the daily operations of Duke's customer service teams, ensuring efficient processes and a high level of customer satisfaction. This role includes managing team performance, implementing and optimizing operational strategies, and driving continuous improvement initiatives. The position requires strong leadership, a process-driven approach, and a focus on enhancing operational efficiency through innovative solutions.
Responsibilities Include
Operational Management:
Duke is an equal opportunity employer.
The Customer Support Manager is responsible for overseeing the daily operations of Duke's customer service teams, ensuring efficient processes and a high level of customer satisfaction. This role includes managing team performance, implementing and optimizing operational strategies, and driving continuous improvement initiatives. The position requires strong leadership, a process-driven approach, and a focus on enhancing operational efficiency through innovative solutions.
Responsibilities Include
Operational Management:
- Develop and execute strategies to enhance customer satisfaction and streamline operations.
- Oversee daily operations of the customer phone support team for efficient service delivery.
- Establish and refine operational procedures and policies.
- Foster collaboration across departments to improve service efficiency.
- Recruit, train, and manage customer support team members.
- Promote a positive, customer-centric work culture focused on teamwork and high morale.
- Define clear, measurable objectives aligned with business goals and customer experience improvement.
- Develop initiatives to enhance customer satisfaction and loyalty.
- Gather and analyze customer feedback to refine support strategies.
- Continuously iterate and improve processes based on evolving customer needs.
- Monitor key performance metrics and identify areas for improvement.
- Analyze data to drive process improvements and cost efficiencies.
- Provide insights on operational gaps and recommend solutions.
- Leverage technology to enhance customer interactions and streamline workflows.
- Evaluate and implement new tools to improve efficiency and service quality.
- Stay informed on industry trends and integrate best practices into operations.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Proven experience as a Customer Support Manager or similar leadership role.
- Understanding of call center operations, metrics, and technologies.
- Excellent leadership, communication, and interpersonal skills.
- Ability to analyze data, develop insights, and implement actionable improvements.
- Customer-focused mindset with a commitment to delivering exceptional service.
- Proficiency in call center software and CRM systems.
- Ability to handle high-pressure situations and resolve conflicts effectively
Duke is an equal opportunity employer.
