Customer Service Manager

Description:

The Customer Service Manager position is responsible for leading and mentoring the CSR teams in Indiana and Minnesota to deliver exceptional customer service to our customers. This position will foster a positive and productive team environment through effective communication, collaboration, coaching, counseling, training, and problem solving with a team of ~7 Customer Service Representatives (“CSR”) and Order Entry Reps. The Customer Service Manager should strive to develop and maintain strong cross-functional relationships with the internal teams, while also possessing a strong commitment to our customers.

Day-to-day, the Customer Service Manager will drive service excellence by leading the team to look for opportunities to better serve our customers via the use of data, systems automation, and strong internal processes. The Customer Service Manager will encourage and support the team in proactively communicating with customers, anticipating their needs, and resolving issues efficiently without sacrificing company objectives. The Customer Service Manager will also serve as the Account Owner for any CSR managed accounts. This will include developing and implementing efforts to protect and grow our book of business, manage total revenue/profitability to budget, and serve as the primary contact to address any open issues.

 Job Functions:

• Serve as a functional manager and contributor to the daily  departmental job functions, including part setup, order entry, art ticket creation, pricing, handling customer inquiries, customer issues resolution and much more.  
• Provide daily direction and communication to team members to ensure customer orders, requests, emails, etc. are answered timely and effective 
• Attend Daily Production Stand-Up meeting to report department KPIs and cascade updates to CSR team
• Foster a climate of trust and teamwork to proactively engage in resolution of problems and escalations to drive customer service excellence.  
• Be a creative problem solver for the customer while also being a strong collaborative team player for the cross-functional DuraMark team.  
• Document key processes and update training materials
• Create measurable departmental goals and scorecards
• Lead weekly CSR L10 Meetings 
• Aid team members in setting, measuring, and completing quarterly goals (Rocks)  
• Serve on the Middle Management team to address key issues
• Facilitate communication between CSRs and other departments (Sales, Finance, Art, Ops,) when necessary to limit burden on CSR Team’s time and resources   
• Establish new and recommend changes to existing team and/or company guidelines. Communicate changes to the team and train to the respective changes timely 
• Protect, maintain, and grow CSR managed accounts 

 Key Responsibilities:

 1. Team Leadership (LMA = Leadership Management = Accountability)

• Recruit, train, manage & retain team members to deliver outstanding service.
• Provide ongoing coaching, mentoring, and performance feedback to team members.
• Monitor team performance through key departmental metrics.

 2. Customer Experience Management

• Develop and implement strategies to enhance customer satisfaction.
• Handle escalated customer complaints/issues with professionalism and effectiveness.
• Collaborate with other departments to ensure strong customer experience.

 3. Process Improvement

• Analyze customer feedback and service data to identify areas for improvement.
• Develop and update customer service policies, procedures, and standards.
• Leverage technologies (i.e.: NetSuite, HubSpot, Zendesk, etc.) to streamline customer service operations.

 4. Reporting and Metrics

• Track and analyze customer service metrics
• Prepare regular reports to management on team performance.
• Use data to set goals and drive continuous improvement with an effective scorecard

 Qualifications:

 Strong leadership and team management abilities.

• Excellent communication skills
• Strong interpersonal and conflict resolution skills
• Time management & process focused
• Analytical and problem-solving mindset
• Positive attitude with passion for supporting our internal team and customers 
• Strong organizational skills with attention to detail
• Microsoft Office Proficiency, especially in Microsoft Excel
• Proficiency in customer service software, CRM tools, and data analytics.
• 2-3 years managing a Customer Service Team

 DuraMark Core Values:

•  CUSTOMER FOCUSED
  • Give our Customers the Best Experience Possible
• DO THE RIGHT THING
  • Act with Integrity and Trust
  • Confront the Hard Stuff
  • Treat people how you would like to be treated
• POSITIVE “GET IT DONE” ATTITUDE
  • Work Hard and Have Fun
  • Motivate others
  • Committed to Quality and Execution
• COLLABORATIVE TEAM PLAYER
  • "Win as a Team" Mentality
  • Creative Problem Solver
  • Humble & Confident Contributor
  • Engage in the Right Communication, at the Right Time, for the Right Result
• PASSION TO GROW
  • Achievement driven with a "Will to Win"
  • Curious Learner
  • Energetic Competitor