What are the responsibilities and job description for the Customer Service Manager position at Hamilton Connections?
A large manufacturing company in Stamford is looking for a full time customer service manager to add to their team. This is a direct-hire opportunity. See job description below. Apply to get connected to a recruiter.
The hours are Monday-Friday, 8 : 30 a.m.-5 p.m.
The salary range is $60,000-$70,000 per year.
Job Summary : Lead the customer service department to ensure customers receive high-quality support, prompt responses, and an exemplary level of service. This role focuses on maintaining high standards of customer service, improving operational efficiency, and ensuring a positive experience for customers.
Essential Functions :
- Manage the hiring, training, and supervision of the customer service representative team.
- Provide ongoing support and performance evaluations to ensure staff meet service standards.
- Develop and implement policies and procedures to enhance the efficiency and effectiveness of the customer service team.
- Document all procedures for internal and external processes
- Analyze metrics and provide feedback to identify areas for improvement.
- Perform contract reviews on new Purchase Orders.
- Handle complex customer issues or escalate issues requiring higher-level intervention. Ensure that customer concerns are addressed promptly and satisfactorily.
- Monitor and report on customer service metrics, such as response times, scorecards, and customer satisfaction levels. Use this data to make informed decisions and adjustments.
- Collaborate with other departments, such as sales and product development, to address customer feedback and improve the overall customer experience.
- Create and execute strategies to enhance customer satisfaction and loyalty. Keep up with industry trends and best practices to keep the service department competitive.
Required Skills / Qualifications :
Experience :
Education :
Salary : $60,000 - $70,000
