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**Description**
**At SWM, we are focused on helping our customers succeed- its our mission and our passion.**
We are proud to serve customers who make a world of difference in the markets they operate in and the products they improve. Every day, our papers, films, and nets & nonwovens are used in a diverse range of applications and industries around the world.
**We are problem solvers, innovators, and manufacturing experts.**
Our employees share a passion for our products, customers, and the success of our organization. We generate the ideas, create the innovative solutions, manufacture the products and deliver the services that have SWM a global leader for decades.
Currently we have a need for a Customer Service Manager at our Minneapolis, MN location.
**Summary of Responsibilities:**
The Customer Service Manager is responsible for developing a high level of service to improve customer satisfaction. The role includes the supervision of customer service representatives utilizing a hands-on approach to ensure consistent and effective delivery of customer service activities including responding to service inquiries, problem resolution, and retaining accounts.
**Primary Responsibilities:**
* Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
* Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
* Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
* Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
* Responds in a professional and courteous manner to escalated customer service concerns to reach an effective resolution. This may entail coordinating with and working through other departments, including sales, operations and accounting to resolve issues.
* Work jointly with various Scheduling and Shipping Departments to ensure customers needs are met.
* Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
* Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
* Accomplishes information systems and organization mission by completing related results as needed.
* Depending on department and/or global CS workload, customer service manager may have accounts assignment to maintain and service.
* Provides back-up support to the customer service center to respond to calls during staffing shortages, high volume activity or as needed.
* Coaches and develops team members in soft skills and account management skills including, but not limited to, probing, closing, supporting, mirroring, voice inflection, benefit/value statements, active listening, and call control techniques.
* Additional duties as assigned
**Education/Certifications:**
Bachelors degree in Business Management or a related field and equivalent experience in delivering and managing Customer Service process with 3 years supervisory or team lead experience.
**Required Skills:**
* Excellent oral and written communication skills
* Demonstrated ability to understand and respond to customer requirements
* Knowledge of order processes
* Ability to understand product value proposition
**Note:** The above statements are intended to describe the general nature and level of work being performed by the incumbent. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of this position.
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or other protected status and will not be discriminated against on the basis of disability. SWM International is committed to help individuals with disabilities participate in the workforce, and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at SWM, please email our Talent Acquisition Team at careers@swmintl.com.
Full Time
$87k-112k (estimate)
04/29/2024
05/18/2024
swmtx.com
PAMPA, TX
50 - 100
2015
DAWNA MAULDIN
$50M - $200M
Durable Manufacturing
SWM International Inc is a mechanical or industrial engineering company based out of 2225 Alcock St, Pampa, Texas, United States.
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.