The Customer Service Manager manages the customer service experience for both domestic and international business needs. The person in this position ensures customer satisfaction while maintaining on-time customer delivery, response times, and improving customer service.

This position manages a team that operates 24 hours a day, 5 days per week, and provides weekend support as needed.

Duties : Including but not limited to :

• Supervise, organize, mentor, and coach assigned team members in the performance of their duties while influencing others to carry the company culture forward.
• Promote the customer service experience and manage external relationships and communication with dealers and customers through written and verbal means, including training and presentations and dealer / customer site visits.

Provide process instruction and standards to customers and staff as appropriate. Respond to customers as appropriate during out-of-office hours or as customer service needs escalate.

• Schedule / adjust team staffing to ensure dealers and customers know their requests are a priority with the service they receive no matter what hour of the day they call in.
• Review customer service delivery, response time, quality, and market-driven data. Analyze data from the Customer Relationship Management (CRM) system and determine trends to support metrics and improve customer service.

Recommend processes and procedures to improve customer service.

Collaborate with regional offices and other company entities. Support processes and business needs aligning with remote warehouse locations around the world.

Ensure shipping procedures and requirements are met regarding compliance and regulations established by respective countries.

Qualifications :

• Bachelor's degree in Business Management or related field. Minimum of seven years of service-related experience; and / or equivalent combination of education and experience.
• Knowledge in the area of customer support and effective management of customer support team.
• Ability to provide informative and professional assistance when working with the public / customers and co-workers and maintain positive interpersonal relationships that encourage openness.
• Demonstration of strong organizational skills.
• Ability to be flexible, work under pressure, and manage confrontation in high-pressure situations; ability to change priorities to meet customer demand;

ability to break down complex situations into smaller, manageable, actionable pieces.

Travel :

Occasional travel is expected of this position.

Disclaimer : Please note that we are unable to provide job sponsorships, including, but not limited to, visas, corp-to-corp arrangements (C2C), or any other form of sponsorship for employment.

All applicants must be legally authorized to work in the United States without the need for sponsorship now or in the future.

Last updated : 2024-04-23