Customer Service Manager

POSITION SUMMARY

The Customer Service Manager oversees and leads all customer service operations to ensure high levels of customer satisfaction and operational efficiency. This role includes managing a team, resolving escalated customer issues, implementing procedures, and collaborating with various departments to achieve company goals.

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS

• Supervise, coach, and motivate the customer service team using effective communication and leadership techniques.
• Develop and implement training programs to enhance the professional development of team members.
• Monitor team workloads and assign resources as needed to ensure efficiency and productivity.
• Align customer service objectives with the company's long-term goals.
• Address complex and escalated customer issues with professionalism and a solutions-oriented approach.
• Maintain regular communication with key customers to ensure satisfaction and address concerns proactively.
• Interact with customers in a courteous and professional manner, ensuring a positive customer experience.
• Maintain and update procedures manuals detailing processes for each customer account.
• Leverage data and customer feedback to identify opportunities for innovation and service enhancements.
• Develop contingency plans to address customer needs during emergencies.
• Establish and enforce customer service policies to ensure consistency and compliance with company standards.
• Responds to complex and non-standard customer issues and requests, recognizing their responsibility to manage issues that have been escalated within the Client Support team.
• Manage and oversee the release of orders to the shipping department, ensuring timely delivery and alignment with company performance objectives.
• Conduct regular audits to maintain high standards of service delivery.

SECURITY

• Complies with all company inventory control and security procedures.
• Understands the importance of maintaining secure control of the client’s inventory.

SAFETY

• Maintain awareness and compliance with established warehouse safety standards.
• Reports safety issues promptly to management.
• Demonstrate a strong understanding of and commitment to safety protocols while working in the warehouse environment.

EDUCATION AND/OR EXPERIENCE

To perform this job successfully, an individual must have the following education and/or experience.

• High School diploma or GED, College Degree preferred.
• 3-5 years’ Customer Service experience

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to effectively communicate in English—both verbally and in writing.
• Ability to interact with customers in a courteous and professional manner.
• Ability to think logically and problem-solve to analyze situations, troubleshoot, and make sound decisions.
• Capable of multitasking, effectively prioritizing workload, and meeting deadlines.
• Possesses knowledge of basic computer programs, specifically Microsoft Word office.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to stand and sit for periods of time and to move intermittently throughout the workday.
• Attention to detail and manual dexterity for focused work.
• Must have effective sensory and motor skills as well as manual dexterity, as appropriate for the role.