Customer Service Manager

Job Title: Customer Service Manager Employment Type: Full-Time Reports to: Operations Manager

Job Summary: The Customer Service Manager is responsible for leading and managing the customer service team, ensuring that all customer inquiries and issues are resolved efficiently and effectively. This role involves developing and implementing customer service policies, monitoring performance metrics, and working closely with other departments to ensure seamless service delivery. The ideal candidate will have a strong background in customer service management, excellent leadership skills, and a commitment to continuous improvement.

Key Responsibilities

• Team Leadership: Manage, mentor, and motivate the customer service team, ensuring they are equipped to deliver exceptional service.
• Performance Monitoring: Establish and monitor key performance indicators (KPIs) for the customer service team, providing regular feedback and coaching to ensure goals are met.
• Policy Development: Develop and implement customer service policies and procedures that enhance efficiency and improve the customer experience.
• Issue Resolution: Oversee the resolution of complex customer issues, handling escalations and ensuring satisfactory outcomes for both the customer and the company.
• Training and Development: Identify training needs and opportunities for the customer service team, organizing regular training sessions to enhance skills and knowledge.
• Collaboration: Work closely with the operations, sales, and dispatch teams to ensure coordinated service delivery and to address any service-related challenges.
• Customer Feedback: Gather and analyze customer feedback to identify trends and areas for improvement, making recommendations to senior management.
• Reporting: Prepare and present regular reports on customer service performance, customer satisfaction levels, and areas for improvement to the Operations Manager.
• Continuous Improvement: Lead initiatives to continually improve customer service processes and enhance the overall customer experience.
  
  

Qualifications

• Experience: Minimum of 5 years of experience in customer service, with at least 2 years in a managerial or supervisory role, preferably within the waste management or logistics industry.
• Education: Bachelor's degree in Business, Management, or a related field is preferred.
• Skills:
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Proven ability to handle complex customer issues and resolve them effectively.
• Experience with CRM software and customer service tools.
• Strong analytical and problem-solving skills.
• A customer-focused mindset with a commitment to delivering high-quality service.
• Work Environment: Ability to work in a fast-paced environment, managing multiple tasks and priorities.
  

Benefits

• Competitive salary with performance-based bonuses.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off and holidays.
• Opportunities for professional development and career advancement.
  
  

How to Apply: Qualified candidates are encouraged to submit their resume to Jackson Carstens at Jackson.Carstens@gogpac.com

All qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable laws or regulations.

GPAC (Growing People and Companies) is an award-winning search firm specializing in placing quality professionals within multiple industries across the United States since 1990. We are extremely competitive, client-focused and realize that our value is in our ability to deliver the right solutions at the right time.