Customer Service Manager Job in Highland 62249, Illinois US
Customer Service Manager
- Manages multiple teams of Customer Service Representatives to ensure high quality service is provided at all time. Manages the motivation and competence of the team. Is responsible for recruitment and training of team members, providing timely feedback and coaching, and addressing performance issues. Conducts monthly 1-2-1’s with team members and is responsible for setting clear and smart objectives, and delivering the annual performance review process.
- Maintains effective working relationships with key contacts (other department peers, counterparts in Canada, UK Middle East, and Corporate) to best achieve cross-functional process improvement resulting in increased customer satisfaction.
- Documents all key processes within Customer Service to ensure consistent performance and easy integration of new personnel. Ensure processes are communicated and adhered to. Communicates, follows and enforces all divisional policies and procedures regarding sales and marketing standards for assigned groups.
- Acts as escalation point for team and customers to ensure all issues are resolved in a timely manner to meet customer needs. Serves as second line of appeal for all difficult or potentially volatile customer complaints that are not resolvable by subordinate Customer Service Representatives or Team Leads. Resolves difficult issues with tact and diplomacy to ensure company policies and procedures are followed and future business relationships are maintained.
- Report metrics on a monthly basis and address any deviations against budget to ensure performance exceeds expectations. Report at the CSR level to drive individual accountability.
- Manages the daily review of control reports (past due orders, delivery blocks etc) to maximize on time delivery performance and minimize delays past the original planned ship date.
- Supports the achievement of business goals related to market share growth and profit improvement. Accountable for maintaining profit margins, payment terms and freight terms within assigned parameters.
- Initiates cost reduction and process improvement projects to help maximize efficiency of the Customer Service group.
- Represents team as EBS power user for Quote to Cash function.
- Demonstrates role model and professional behavior required to effectively lead and motivate employees.
- Any other ad hoc duties as required.
- Bachelors Degree in Business, Marketing or related field along with 5 or more years of experience in a general business management environment required. Experience in a manufacturing environment desired.
- Thorough knowledge of our various channels to market and familiarity with selling through manufacturer’s representative, distribution, and factory direct sales forces is required. Experience within the electrical and/or telecom industry a plus.
- Strong managerial and supervisory skills, including excellent organizations skills, strong communications skills, the ability to analyze situations, make decisions and motivate others. Experience in monitoring activity of subordinates within a call center with background in measuring productivity and effectiveness of that group.
- Strong interpersonal skills and the ability to effectively interact with customers, subordinates and other members of management via the phone, e-mail and other written and verbal communication mediums.
- Must understand integrated computer systems as well as P.C. based systems such as Word, Excel and Access
November 25, 2010
• Tags: Customer Service Manager Job in Highland 62249, Illinois Us • Posted in: General