What are the responsibilities and job description for the Manager, Customer Service position at Torani?
Manager, Customer Service
Are you a difference-maker who builds strong cross-functional relationships to align customer service strategies with broader business goals? Do you have a talent for simplifying and optimizing workflows to reduce customer wait times and improve service quality? Are you driven by a passion to empower your team to strengthen their skills and deliver exceptional service? If you said "yes" to these questions, you could be the special ingredient we need to elevate our customer service capabilities and support our continued growth!
As our Customer Service Manager, you are responsible for leading our Customer Service Team to ensure consistent delivery of exceptional customer satisfaction and efficient, high-quality service. You will collaborate to develop strategies focused on improving service quality, streamlining operations, and creating scalability. You will demonstrate a strong understanding of our demand plan inputs and collaborate with cross-functional partners to ensure alignment of our sales and delivery goals. You will provide expertise in enhancing service levels and implementing account management best practices, while serving as a key liaison between customers and the organization.
POSITION SUCCESS FACTORS (FIRST 12-24 MONTHS)
- People / Team Development : You embody a "people-first" approach and drive team engagement by fostering open communication, recognizing achievements, and creating an environment where every team member feels valued. You set clear standards of excellence, measure performance, and engage in honest, supportive conversations to address gaps. With understanding of your team's strengths and development areas, you guide them in setting personalized growth goals to support their success. Your team has embraced new ways of working, and are trusted for their accuracy, proactive communications, and personal touch.
- Systems / Technology Master : You possess an in-depth understanding of system inputs and outputs, enabling you to identify opportunities for expanding our system capabilities. Recognized as a systems expert in Oracle, WMS, and TMS, you offer valuable insights on system implementations and understand the connections between existing and new functionalities. With a forward-thinking approach, you continuously seek ways to leverage systems and technology to optimize our workflows and drive efficiency.
- Standardization Architect : You guide us to new levels of service capability, mapping current workflows, pinpointing bottlenecks, and redesigning processes to enhance efficiency and scalability. Through incremental improvements, you promote a culture of standardization and continuous improvement. Representing Customer Service on cross-functional initiatives, you ensure operational requirements are met and essential considerations are addressed.
- Service Level Expert : You drive the elevation of our service capabilities by analyzing complex customer issues, identifying root causes, and implementing solutions that enhance efficiency and customer satisfaction. You have developed credibility through your ability to explain variability in service level performance, anticipate growth demands, and make the necessary adjustments to handle increases in volume without a sacrifice to quality or service levels. As a skilled problem solver, you effectively deescalate challenging situations and negotiate favorable outcomes that align with both the operational and customer needs. You conduct customer satisfaction surveys and use your insights to make data-informed recommendations.
REQUIRED SKILLS :
Salary Range : $123,000 - $140,000
Salary : $123,000 - $140,000
