What are the responsibilities and job description for the Customer Service Manager position at Viking Fence Company, LTD?
The Customer Service Manager (CSM) at Viking plays a pivotal role in ensuring exceptional customer experiences while upholding the Company’s core values and mission. As the hands-on leader of the customer service team, the CSM drives the team to meet performance goals, foster a collaborative environment, and serves as a champion of Viking’s commitment to “Safeguard what matters most.”
Core Values
- Customer First
- Quality Without Compromise
- Follow Through to Completion
- We Win Together, We Learn Together
Core Responsibilities
- Customer Satisfaction & Experience
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- Actively champion the “Customer First” core value by ensuring customer needs are anticipated, understood, and exceeded
- Monitor and improve customer satisfaction metrics, responding swiftly to escalations and resolving issues effectively
- Team Leadership & Development
- Build, lead, & develop a high performing customer service team of 4 CSRs
- Provide coaching & development opportunities to enhance skills, motivation, & job performance
- Foster a culture of accountability, collaboration, and continuous improvement
- Operational Excellence
- Establish & refine customer service processes to ensure efficiency & consistency
- Track, analyze, & report on key performance indicators (KPIs) such as response time, resolution rate, & customer satisfaction scores
- Leverage technology, tools, & industry best practices to streamline workflows & improve customer interactions
- Collaboration & Communication
- Serve as liaison between customers & internal departments, ensuring alignment & timely resolution of issues
- Collaborate with sales, operations, and other teams to provide seamless service & resolve customer pain points
- Communicate effectively with customers, team members, & stakeholders to maintain transparency & trust
