Experienced Customer Service Manager Job in Bel Air 21015, Maryland Us
THE INDIVIDUAL
The individual we are seeking for the Customer Service Manager position is someone who has experience building efficient, high level customer service teams. This person will be expected to join the team and immediately be able to identify areas where improvement is needed; making thoughtful assessments of the current state of the customer service department’s structure and processes and promptly make the changes necessary to streamline the overall efficiency of the business unit and its processes. The Customer Service Manager must have a history of managerial roles in which they have hired and fired employees. Additionally, the Customer Service Manager must be able to build, promote and maintain an energetic team atmosphere where customer service excellence is priority number one. Someone who is well versed in computer systems and the implementation of ERP systems is also very important.
The candidate must either currently live within commuting distance to Belcamp, MD or be able to relocate to that area. Moving costs will be covered by the company if relocation is necessary.
THE POSITION
Customer Service Manager
The Customer Service Manager will be responsible for ensuring high level customer service in satisfying the customer’s queries, developing the creative customer policies and managing the customer service team. This individual must have excellent communication and motivational skills, as well as the ability to identify areas of improvement and have the experience necessary to handle the legitimate client issues effectively and professionally yielding positive results. They will also be responsible for sustaining a cultural discipline and mind-set consistent with the overall goals of the organization.
Key Responsibilities and Accountabilities:
· Construct and implement a scalable customer service organization model designed to effectively accommodate the needs of our rapidly growing business.
· Act as a key participant in the evaluation and selection of a new enterprise resource planning system (ERP) in collaboration with the company’s IT group.
· Direct the customer service organization through all aspects of ERP system implementation.
· Develop and execute a strategy for consolidating the customer service department into the Belcamp, MD office.
· Establish effective communication process with production facility liaisons.
· Accomplish customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicate job expectations; planning, monitoring, appraising, and reviewing job contributions; plan and review compensation actions; enforce policies and procedures.
· Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify customer service trends; determine system improvements; implement change.
· Meet customer service financial objectives by forecasting requirements; prepare an annual budget; schedule expenditures; analyze variances; initiate corrective actions.
· Determine customer service requirements by maintaining contact with customers; visit operational environments; conduct surveys; form focus groups; benchmark best practices; analyze information and applications.
· Improve customer service quality results by studying, evaluating, and re-designing processes; establish and communicate service metrics; monitor and analyze results; implement changes.
· Maximize customer operational performance by providing help desk resources and technical advice; resolve problems; disseminate advisories, warnings, and new techniques; detect and diagnose network problems.
· Update job knowledge by participating in educational opportunities; read professional publications; maintain personal networks; participate in professional organizations; attending inter-company product training sessions.
Knowledge, Skills and Ideal Experience
· Outstanding leadership and communication skills.
· Politeness, confidence, tact, patience and diplomacy while dealing with complex problems.
· Exceptional motivational, listening, and problem-solving skills.
· Ability to produce creative ideas to improve customer service skills and standards.
· Advanced computer skills, including Outlook, Excel, Word and PowerPoint, as well as experience working with various order entry systems
· Ability to perform essential job functions while working within tight timelines and under significant pressure.
· A Bachelors degree from an accredited educational institution in Consumer Studies, Business Studies or Management Studies is preferred.
· A minimum of three (3) years in a customer service management role where the aforementioned job responsibilities have been successfully implemented.
Required Professional and Personal_Characteristics
· A professional who commands respect from his/her peer group through overall knowledge of the Customer Service functions of a growing company.
· An individual with a high energy level, a strong work ethic and the ability to accept direct accountability.
· Ability to assess clients needs and act quickly, yet always provides thoughtful and well documented back-up.
· A very strong set of ethics and core values.
· An excellent communicator, with the ability to effectively respond to multiple business issues.
· A never ending desire to succeed and perform
Special Considerations:
· Travel up to 10%.
Note: Unless you meet the vast majority of the criteria above, do not apply.
If interested and you meet the criteria mentioned above please send a Word resume to:
Loyal Murphy
Executive Search Consultant
StraussGroup Inc.
(716) 631-3200
loyal@straussgroup.com