Customer Service Manager

***** Lead the Customer Account Management Team in delivering a seamless, customer-focused experience aligned with AOT values, while also designing and overseeing a service strategy that drives growth and maintains high standards of support and satisfaction.DUTIES AND *****DailyLead the Customer Service Department, managing staff, performance, and all service-related activities including reporting, business reviews, and order status updates.Resolve complex escalations, ensure adherence to service standards, and drive continuous improvement in customer experience.Achieve KPIs by developing strategic recommendations, action plans, and providing insights for operational planning.Oversee weekly calls made by the team, collaborate with the Director of Operations and Sales Team on customer initiatives, reporting, and planning.Review RAC's and other order-related charges within Delegation of Authority (DOA) for approval or charge back.Collaborate cross-functionally with the Sales Team to support reporting, analysis, presentations, agendas, and planning.MonthlyDesign and execute quarterly training programs for customer service, covering key topics such as conflict resolution, customer service etiquette, effective communication, and document control.Analyze customer service trends and provide recommendations for improvements.Create and enforce customer service policies and procedures that align with our Sales Process.Skills and Qualifications Excellent verbal and written communication skills Ability to manipulate data for reporting Strong attention to detail and ability to meet deadlines Ability to organize multiple work assignments and establish priorities Proven ability to work and lead a team to meet KPI's and individual goals Coaching and mentoring Customer Service staff Ability to work with individuals of various personalities and cultures Proficiency with 2013 MS Office Suite (Word, Outlook, Excel, SharePoint, etc.) Intermediate level or higher in MS 2013 Excel (V-Lookups, Formulas, etc.) Experience with Apprise ERP or working knowledge with a similar ERP System Experience working with outside sales teams 8-10 Years experience handling customer service teams that support $300+ million in revenue Experience in Import/Export preferred

Created: 2025-06-09