Customer Service Manager Job in Lyndhurst 07071, New Jersey Us
Customer Service Manager
Well-established company in the natural products industry seeks a seasoned Customer Service Professional to manage an in-house call center that handles customer order entry and overall service needs for national and independent health food retailers. As a critical component within the overall "customer experience", the Customer Service Manager is expected to drive best in class team performance through the leadership and direction of a 20 member Customer Service and Internal Telemarketing Sales group. Representatives within the call center support multiple brands and operate on a Monday - Friday 8 am - 9 pm EST schedule.
The Customer Service Manager is responsible for total department management and ensuring exceptional service and support levels for 4,000+ customers. Weekly department activity averages 2,000 individual phone calls, processing of 1500 phone, fax and email orders and management of 1,500 EDI orders. As part of overall distribution integration and efficiency, department process timing and order accuracy is essential to meet corporate goals and customer expectation of same day order entry and shipping. Average orders are between 35-50 items with average call length of 5 to 8 minutes. This position is ultimately accountable for delivering a positive customer experience, and improving overall customer service through the exploration of potential technological advancements for efficiencies, trouble-shooting problem areas, and setting department priority goals. This position is also responsible for acting as a liaison with Sales, Finance, and Marketing to ensure that divisional sales and marketing objectives are properly executed through the Customer Service Team.
In this role, the Manager will be expected to develop and execute a training program to improve current customer service levels and elevates the service levels to a best in class customer experience. Exceptional customer care is at the core of every department within this organization and the Manager will be expected to demonstrate that value within their full scope of responsibility. The Manager also plays an active role in developing positive attitudes, increasing self-confidence, encouraging cooperation, and developing motivational strategies and goals to increase team effectiveness.
- Ensures proficient processing of customer orders in an accurate and timely manner.
- Assesses exceptions and determines a course of action that is consistent with company objectives.
- Acts as a liaison with various internal departments in addressing the functionality of the present systems and the future needs of the department.
- Reviews and evaluates department's performance for consistent quality processing of orders, deductions, and returns.
- Assists each CSR in developing customer specific strategies in all areas of Customer Service through regularly scheduled team meetings and continued training. Training should also include one-on-one training via dual headset.
- Ensures that all consumer and trade promotions meet the requirements established by Marketing and Finance.
- Responsible for evaluating call-center metrics data via 800 number. Reviews metrics such as number of calls, hold time, transferred calls, dialed calls, etc.
- Work with warehouse/DC personnel on discrepancy issues. Recommends improvement strategies on fulfillment.
- Support field sales group with special requests.
- Prospects new clients via Internal Sales support.
- 4 Year College Degree required.
- Minimum of eight years experience in customer service with 3 years minimum at the manager level supervising a team of ten or more.
- Minimum 2 years management of customer service team focused on telephone based ordering with multiple (30+) items per order.
- Extensive knowledge of customer service applications, including order processing, order up-selling, new product placement, product promotions, financial accounting, EDI transmissions, trade and consumer promotional administration, distribution warehousing, invoice discrepancy resolution, customer logistics and major shipping carrier knowledge.
- Excellent leadership and communication skills, both written and verbal.
- Experience and proven ability in the creation and execution of defined and actionable operating procedures, standards and training manuals.
- Ability to set clear objectives and departmental team goals with plans and direction for achievement.
- Strong technical knowledge is essential.
