Customer Service Manager

The Customer Service Manager will oversee Customer Service representatives; responsible for providing a strong customer experience through accurate and prompt order entry and fielding customer inquiries, customer communications, establishing and improving existing processes, creating and managing KPI's targeting an improved customer experience. The manager will mentor and develop the Customer Service representatives and promote a productive work environment for the team and with cross-functional partners. The position will own the tactical execution of the day-to-day Customer Service responsibilities for a specific business, domestic only.Key Tasks and ResponsibilitiesMentor and grow team members - coaching, career development, talent assessment, understand and leverage individuals' skills and interestsCreate a collaborative, inclusive and productive work environmentManage workload of team and ensure business continuityCollaborate with cross-functional team members to profitably service customersMeasure key performance indicators and service level agreementsConduct root cause analysis and identify opportunities for process improvements and team efficiencies and drive action plansImplement training guides, schedules and process toolsCollaborate with peers to share best practices and standardize processes where appropriateKeep fluid and effective communication with customers.Skills and Attributes RequirementsAbility to coach, develop and motivate a teamExcellent communicator with the ability to communicate and collaborate with all levels of managementStrong understanding of the Order to Cash processAbility to multitask and prioritize workload under pressure while maintaining a positive attitudeStrong problem-solving and analytical skillsAbility to work in a matrix environmentProcess driven and ability to quickly learn new systems and implement change within the teamEducation/Experience RequirementsHigh School diploma required , Bachelor's degree preferredMinimum 3 years' experience in customer service, analytics, billing or supply chain preferably in a manufacturing environmentDemonstrated management/leadership skillsMinimum 2 years' experience with ERP database system , preferably SAP or MS AXPreferred experience with a CRM software such as Salesforce

Created: 2025-04-21