DESCRIPTION: Lead and oversee the Customer Service team to ensure exceptional service while supporting sales objectives. Drive process improvements and collaborate with Sales, Operations and other internal departments to ensure customer satisfaction and retention.
PRIMARY RESPONSIBILITIES:
- Recruit, hire, train motivate, and manage the customer service team to meet performance, quality, and service levels.
- Build and maintain strong customer relationships, ensuring high satisfaction through prompt, personalized service and effective issue resolution.
- Drive service team key performance metrics ensuring efficient handling of customer inquiries, orders processing, and after-sales support.
- Handle complex complaints, disputes, and escalated issues beyond representative capability to resolve problems quickly and retain customers.
- Ensure continued process improvement by monitoring service metrics, analyzing feedback, and collaborating with other teams to enhance service quality and streamline operations.
- Assist with customer line item reviews and provide suggestions for ways to optimize business growth.
- Prepare reports, analyze sales data, track performance achievement to goals, and provide insights to management.
- Implement and utilize CRM systems to improve service and delivery metrics.
- Manage sample and literature requests to maintain minimum stocking levels for sales representatives, trade shows, and customers.
- Complete account reconciliation review and ensure aging items are addressed with customers and the sales team for resolution.
- Act as a bridge between customers and other departments (Sales, Marketing, Operations) to provide feedback on product issues and service gaps.
- EDUCATION/EXPERIENCE: A Bachelor's Degree in Business Administration or Management is preferred with 3-5 years customer service management experience including leadership and supervisory responsibilities, superior problem solving, and customer relationship management skills.
- APTITUDES: Must be collaborative, energetic, exercise independent judgment, take initiative, and manage multiple priorities effectively. Ability to make independent decisions through sound business logic and critical thinking. Projects self professionally, in appearance, actions and demeanor; confident and appropriately assertive.
- ANALYTICAL SKILLS: Ability to evaluate data metric reporting, extract pertinent finding, and refine it to key acts and action points for strategic discussions. Aptitude for deciphering competitive market information and distilling it to actionable information for decision support.
- COMMUNICATION SKILLS: Articulate with excellent verbal and written communication skills. Ability to write and communicate across any level within an organization for engagement. Proven record of interpersonal skills that enables close partnerships with clients, vendors and internal team members.
- COMPUTER SKILLS: Adept with Microsoft Office Suite, Excel, PowerPoint, Word and Outlook. Experience with or exposure to manufacturing ERP systems and Customer Relationship Management software is preferred.
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