Customer Service Manager Job Description
Customer Service Manager Duties & Responsibilities
To write an effective customer service manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Service Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Service Manager
List any licenses or certifications required by the position: ITIL, V3, CISCO, LEAN, MSDS, PMP, CPR, VCA, EHS, IOSH
Education for Customer Service Manager
Typically a job would require a certain level of education.
Employers hiring for the customer service manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Education, Management, Science, Business/Administration, Technical, Marketing, Engineering, Associates, General Education
Skills for Customer Service Manager
Desired skills for customer service manager include:
Desired experience for customer service manager includes:
Customer Service Manager Examples
Customer Service Manager Job Description
- Respond to resident requests and work with residents to minimize/resolve problems and complaints
- Monitor all warranty costs, cause and resolution - with a goal to continually reduce overall warranty exposure
- Monitor & evaluate individual staff performance on a regular basis year-end review/appraisals
- Communicates operational issues through the proper channels to ensure that all employees have current, appropriate and accurate information as necessary to fulfill their responsibiliti
- Effectively supervises the day-to-day operation/activities of the customer service and sales agents in order to meet high level customer satisfaction and sales goals
- The position is responsible for achieving or exceeding new account acquisition and revenue targets for outbound business-to-business (B2B) sales to companion animal Health Professionals
- The position is also responsible for supporting the Field Sales Team in increasing their productivity
- Investigates, reconciles and remedies order inaccuracies
- Ensure business objectives are achieved through the effective management of SLA’s, KPI’s and revenue targets
- Actively promote and manage continuous improvements in business processes across the TV Licensing operation
- Bachelor degree or above with major in Mechanical Engineering or Chemistry
- Lead on the execution of the branch LEI plan and support achievement of LEI objectives
- Direct experience in Operations (Customer Service, Sales, Collections, Retail or related industries)
- Absolute passion for ensuring a world-class customer experience with every contact
- Ability to foster a common vision which supports the organizations goals
- Operation is 24/7/365
Customer Service Manager Job Description
- Strong knowledge of business process, data analysis, quality, logistics and IT
- A comprehensive understanding of the Coromant and SMS organization
- Experience with ISO 9001, ISO 14001 a plus
- Plan, control, and report on production activities to include establishing priorities for resources
- Review, approve, and sign timecards as necessary
- Review and follow up on customer satisfaction surveys, including preparing action plans to address any process or performance issues discovered during review
- Manage high priority customer inquiries by setting customer expectations, creating action plans, and communicating in a professional manner to all parties involved
- Manages complex customer situations promptly and professionally meeting commitments for service and assistance
- Embraces ongoing process development and beneficial change to identify best solutions
- Ensures each Coordinator understands the duties, policies and procedures of their job and provides feedback to training and assists in the development of training materials and procedures
- Ability to get along with others and work within a team environment
- Ensure external customers experience an “ease to do business with us”, by ensuring a fast and reliable access to order status and delivery confirmation
- Act as a business partner and key contact for internal customers
- Delivering of client KPI meetings to the individually agreed frequency
- Resolving of any complaints or service issues identified, within a mutually agreed timescale and corrective action plan
- Identifying innovation and best practice improvement opportunities across the portfolio
Customer Service Manager Job Description
- Write comprehensive communications for distribution to internal staff, and contractor network
- Performs all necessary managerial functions to effectively and efficiently manage the personnel assigned
- Analyze relevant data to determine customer service outputs, trends
- Analyze inquiry trends on repeat and/or negative customer call drivers, and make recommendations to improve the quality of service and process
- Coaching, developing and motivating employees to achieve a high level of performance
- Responsible for the staffing of the department with competent, trained and motivated employees
- Interfaces with customers to resolve problems that fall outside of company procedures
- Develops rigourous procedures to ensure compliance to AS9100
- Maintains and delivers statistical data on department performance
- Serve as a key resource for internal partners on customer service projects and initiatives
- Travel to other auction sites within the region
- Comprehensive knowledge of the field's policies, procedures, and practices
- Bachelor’s degree in Construction, Business or other related field or have 1-3 years’ experience in a similar position with a high-volume homebuilder
- Four years direct experience in progressively responsible positions with a production homebuilder
- Flexibility in working hours is a must, as this vacancy is to cover the Late shifts
- Strong verbal and written communication skills excellent listening skills
Customer Service Manager Job Description
- Establishing and maintain industry relations, provide assistance to support groups to improve procedures, products, and systems used by the staff, and perform management functions (interviewing, hiring, reviewing, scheduling, monitoring, developing associates)
- Manages all aspects of assignment process to ensure timeliness in contractor reporting
- Manages and monitor staff to ensure high levels of customer service
- Monitors and analyzes report data to effectively/efficiently manage critical department functions
- Resolves escalated issues within the customer service and call center departments
- Communicates with contractors and clients regarding program compliance
- Communicates necessary information to employees on a timely basis
- Evaluates staff attendance and performance
- Interviews prospective employees
- Works with IT Department to enhance or design applications as needed for improving processes
- Knowledge of SAP CRM, SAP Contact Center and Verint WFO desired
- 8 years’ experience in customer service in a corporate setting
- Proven track record in a metrics and quality driven environment and in using data to drive change and improvement
- Experience in Establishing metrics, goals and objectives for the Customer Service team that support strategic initiatives
- Experience in Assisting representatives in translation of customer expectations into working solutions including resolution of issues and problems regarding shipment options, credits, transportation, pricing, and invoicing
- Experience in Analyzing key data to provide relevant, timely and accurate information that drives informed business decisions
Customer Service Manager Job Description
- Monitor, reviews progress and accuracy of work of staff
- Initiate and communicate personnel actions including hiring, performance appraisals, disciplinary action, and scheduling and overtime approval
- Interpret and ensure consistent application of established policies and procedures
- Plan and schedule work load based on the amount of incoming calls, orders to be entered and credits to be processed
- Create and implement plans to improve sales, customer relationships and internal team building
- Helping to develop and implement customer service policy
- Finding ways to measure customer satisfaction and improve services
- Managing a team of customer service staff - local and remotely
- Liaise between Customer Service and other functional departments to ensure collaboration and support
- Create and implement a department strategy based on organization goals
- Should have technical and procedural applications of the customer operations call center, managing all activities associates with customer operations, including developing and implementing policies and procedures on systems and the flow of information, and establishing and implementing performance/service standards to ensure productivity meet or exceed service and quality standards
- Impeccable organizational and team leadership experience aligned to the expectations and scope of this position
- We’re constantly changing and we move quickly
- You work well with others (because you want to) and it’s one of our greatest values
- You’re organized and you place significant value on execution excellence and have the record to prove it
- You have analytical strength and detail-orientation, as this is at the core of running the business