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Overview
The Customer Service Manager leads the team that ensures customers are receiving exceptional service experience and optimize product workflow, while minimizing cost. Responsible for managing the entire sales order process and plans for policies, objectives, and initiatives for service excellence. Manages staff in the day-to-day performance of their jobs ensuring department milestones and goals are met while adhering to company targets. Has full authority for personnel actions; a true first level manager with extensive knowledge of department processes.
Responsibilities
1. Manage Customer Service Team activities and performance, focusing on service excellence and continuous improvement. Promote teamwork and an environment of professionalism and mutual respect.
2. Leverage knowledge of best practices and technology to recommend and implement process improvements that will result in efficiencies and improved service to the company’s internal and external stakeholders. (“Internal stakeholders” include members of the company’s Sales team and other employees. “External stakeholders” include customers, suppliers, warehouses, carriers, customs brokers, etc.)
3. Establish strong relationships with internal and external customers.
4. Establish and implement department and individual goals to ensure departments’ overall performance and cultivate a culture of continuous improvement.
5. Help customer service team process orders and follow order through the lifecycle to delivery to customer.
6. Delegate tasks within the department to ensure even workload.
7. Ensure orders are followed up and maintained in an expeditious and safe manner.
8. Responsible for the company’s relationships with our external partners and stakeholders – to ensure safety, excellent service, rigorous adherence to quality standards, efficiency, and consistent performance.
9. Negotiate agreements and quality standards. Ensure that quality standards are established, communicated, and sustained.
10. Manage department of employees to achieve optimal individual and team performance. Establish performance standards, provide regular feedback and coaching, and proactively address developmental areas. Interview for open position in the department. Ensure employees are fully trained, both in relevant subject matter and in Company’s internal processes. Ensure department has appropriate coverage during vacations and other absences.
11. Establish and implement a robust Corrective Action process that captures any anomalies or process lapses within the Customer Service area. Ensure that remedial measures are taken, documented, and sustained.
Education and Experience
Knowledge and Skills
Personal Attributes
Additional Information
FLSA Status Full-time Exempt
Location
Travel N/A
Work Authorization Must be able to show evidence of authorization to work in the US without employer sponsorship
EEO Statement
LBB Specialties is committed to providing a fair and equal employment opportunity for all employees and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. We believe that employees should be provided with a working environment that fosters productivity and the ability to work to the best of his/her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. We expect and require the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere.
Disclaimer
This job description is not designed to cover or contain a comprehensive listing of the activities, duties or responsibilities that may be required and these may change from time to time.
Full Time
$94k-121k (estimate)
05/31/2024
07/30/2024
The job skills required for Customer Service Manager include Customer Service, Leadership, Initiative, Problem Solving, Written Communication, 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.