Overview

Garland, Texas

Position Summary – This position is primarily responsible for leading, organizing, training and evaluating the customer service department and ensuring the company delivers the highest level of customer service possible. The Customer Service Manager is also responsible for executing the service strategies consistent with the organization’s mission, vision and values. 

Responsibilities

Major Duties and Responsibilities

• Lead, plan, organize, direct, manage and evaluate the customer service activities and budget
• Ensure all customer service activities support and strengthen the strategic objectives of the overall organization
• Confer with management and staff coordinating customer service activities
• Develop solution-based recommendations, seek solution implementation support and lead efforts to resolve service issues
• Prepare and oversee the preparation of reports and statistics related to the customer service function for upper management
• Resolve customer complaints and answer customers’ questions regarding organizational policies and procedures
• Resolve conflicts of all types among employees and customers
• Measure customer service team performance and make employment decisions in order to meet service goals
• Manage projects that provide feedback and communicate knowledge (e.g., service failures, customer concerns, complaint resolution processes, etc.) across the business
• Identify and implement strategies to improve quality of service, productivity and profitability
• Participate in product quality review and complaint investigation processes as needed

Perform and/or direct day to day administrative tasks ▪ Perform other duties as assigned or necessary

Qualifications

Required Experience

• Minimum of five years customer service management responsibility in a global setting
• Excellent verbal and written communication skills and strong interpersonal skills
• Demonstrated ability to manage time of self and others
• Team building experience with a team that is segmented and in separate locations
• Strong consultative, analytical and problem-solving skills
• Detail oriented with ability to fulfill responsibilities with minimal supervision
• Documented US Citizenship or Legal Permanent Resident status Preferred Experience  
• Customer service management within manufacturing environment
• Customer service systems development and deployment

Physical Requirements 

• Must be able to see, hear, speak, feel, smell, walk, stand, sit, climb stairs, reach and use of hands for grasping, pushing, pulling, keyboarding and fine manipulation

Education

• Preferred bachelor’s degree or extensive experience in Management or Business Administration