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We are seeking a talented and experienced customer-focused professional to join our team as a Customer Service Manager. In this role, you will be a key role in ensuring the highest level of customer satisfaction and manage the daily customer service operations, ensuring our customers receive exceptional support while resolving complex issues.
The Customer Service Manager is a role model and leader that makes informed decisions and manages a team of customer service representatives. This includes hiring, providing coaching, training, and professional development opportunities to drive excellent performance. This is a fun and rewarding environment where you will work closely with your teammates – which is great because we make a point of hiring people who will really enjoy working together!
This opening is for a full-time experienced professional to join our Customer Service team based in our La Vista, NE, or Lenexa, KS location. This position is for 40 hours a week, Monday through Friday, 8 AM – 5 PM.
WHO WE ARE
Joining our family means collaborating with a team that cares about YOU. As an authorized Swagelok sales and service center, our company maintains regular business hours, meaning no crazy or overnight hours for you. We want people to enjoy a healthy work-life balance. With us, you will collaborate with customers and clients of a top-notch product in its industry. Our company focuses on quality, integrity, and respect in all that we do, yet continues growing to meet our customers’ evolving needs.
WHO YOU ARE
You are engaging and energizing, known for your positive attitude and optimistic approach. You are self-motivated and eager to lead a motivated team. You enjoy collaborating with customers directly. You are anxious to contribute your ideas and perspectives, eager to learn and ready to help our great company grow.
We are looking for someone who:
WHAT MAKES YOU SUCCESSFUL IN THIS ROLE
WHAT YOUR DAY LOOKS LIKE
· Leads the customer service team while collaborating on initiatives that impact the broader organization; this includes overseeing the activities such as order entry, daily reporting, open orders, technical support, large quote and order review and customer walk-ins
· Oversees customer service quality activities such as customer complaints, product return, product incident, non-conforming product, and customer satisfaction
· Recruits and hires the most qualified applicants to meet the needs of the customer service department
· Trains and coaches the customer service team in policies and procedures
· Maintains the customer service team morale and healthy inter-departmental relationships through teambuilding and other activities
· Conducts bi-annual reviews with each member of the customer service team
· Monitors and approves attendance, PTO, and schedules work for direct reports
· Provides timely and helpful responses to all inquiries, quote request, and order confirmations via any incoming method (phone, digitally, walk-in)
· Answers customer questions about products, prices, and availability
· Uses the business system to process quotes, orders, shipment tracking, etc.
· Participates in a team and/or project (s) that contributes to the Strategic Plan or other initiatives to continuously improve the organization
· Develops, measures and tracks metrics for KPS’s to report on the health of Customer Service and identify areas of Continuous Improvement
· Works with leadership to identify performance goals and strategies related to Customer Service bonuses
· Conducts ongoing learning to become a subject-matter expert in an area needed to continue the Evolution of the Customer Experience
EDUCATION & EXPERIENCE
ATTRACTIVE TOTAL REWARDS PACKAGE
We offer a competitive total rewards package that includes:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Job Type: Full-time
Pay: $80,000.00 - $90,000.00 per year
Benefits:
Experience level:
Shift:
Weekly day range:
Ability to Relocate:
Work Location: Hybrid remote in Lenexa, KS 66214
Full Time
$86k-111k (estimate)
03/22/2024
07/18/2024
The job skills required for Customer Service Manager include Customer Service, Leadership, Initiative, Coaching, Customer Satisfaction, Collaboration, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Service Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Service Manager. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Customer Service Manager positions, which can be used as a reference in future career path planning. As a Customer Service Manager, it can be promoted into senior positions as a Customer Service Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Service Manager. You can explore the career advancement for a Customer Service Manager below and select your interested title to get hiring information.
If you are interested in becoming a Customer Service Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Service Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Service Manager job description and responsibilities
As a Customer Service Manager, your most important role is leading and motivating a team of staff to ensure they’re giving the best customer service possible.
02/02/2022: San Antonio, TX
They develop and implement standards effective in sustaining the relationship between an organization and its clients.
02/12/2022: Monterey, CA
Support the customer service team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.
01/27/2022: Muskegon, MI
Customer service managers oversee teams of customer service representatives.
04/16/2022: Clarksville, TN
Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, productivity, quality, and customer-service standards.
02/10/2022: Youngstown, OH
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Service Manager jobs
They need to know how to attain key metrics such as service levels and use tools such as workforce management to manage productivity.
02/11/2022: Austin, TX
Customer service managers generally need a bachelor’s degree.
04/15/2022: Manchester, NH
Although certifications are not essential for this position, many customer service managers pursue optional credentials.
03/15/2022: Huntsville, AL
They should know how to set customer service goals, use CRM tools and build teams.
03/13/2022: Kennewick, WA
Customer service managers with good listening skills can easily pay attention to the customer to understand what they are actually saying.
04/16/2022: Detroit, MI
Step 3: View the best colleges and universities for Customer Service Manager.