What are the responsibilities and job description for the Customer Service Manager position at Fait, A Family of Companies?
RESPONSIBILITIES – HOW THIS POSITION SUPPORTS THE VISION include the following, but are not limited to:
- Manage, mentor, motivate and empower the Customer Service Team to deliver high-quality and timely support
- Consistent management of Direct Reports in accordance with Fait’s policies and procedures
- Partner with Process Leads, Leadership and the Customer Experience Manager to create KPI’s for the number of calls answered, resolution times, number of orders processed etc.
- Ensure all Customer Service agents are meeting the KPI’s and points of service requirements
- Monitor individual and team performance, providing coaching opportunities as needed and administering annual performance reviews
- Conduct weekly/in person all department meetings with listed agenda prior
- Ensure effective use of our ERP and service tools across the Customer Service Departments
- Provide regular training opportunities on product knowledge, ordering systems, and general Customer Service expectations
- Ensure a seamless and efficient Customer journey from order placement to delivery
- Handle escalated Customer inquiries and complaints both effectively and professionally
- Work closely with Sales, Marketing, Logistics, and Product teams to align Customer Service with business goals
- Assist in any task requested by either the Direct Team Leader or any person in Management/Leadership
- Work onsite at Company Headquarters for the entirety of your schedule
- Truly embody the cultural values of Fait; Flexible, Relational, Reliable, Responsive and Sincere
- Aligning to the expectations of Fait, including but not limited to, adherence to company policies, guidelines and processes
