CUSTOMER SERVICES MANAGER - Staff Icons
Avenel, NJ 07001
About the Job
Customer Service/Planning Manager Role
The customer service manager must plan, coordinate, and control the activities of the customer service and planning team. This role also partners with our international team to ensure that customer requirements are being met. As a leadership position, the person in this role is expected to drive forward the goals of the organization including partnering with other department heads, as well as maintain and enhance customer relationships.
Responsibilities:
CS Manager: $100k-$120k / year
The customer service manager must plan, coordinate, and control the activities of the customer service and planning team. This role also partners with our international team to ensure that customer requirements are being met. As a leadership position, the person in this role is expected to drive forward the goals of the organization including partnering with other department heads, as well as maintain and enhance customer relationships.
Responsibilities:
- Evaluate and manage staff performance to agreed customer standard levels and standards.
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
- Ensure the necessary tools and resources are available for quality customer service delivery.
- Review customer complaints and track customer complaint resolution.
- Train and coach staff.
- Develop and implement customer service policies and procedures.
- Identify and implement strategies to improve quality of service and productivity.
- Manage returns and credit processing.
- Recommend appropriate staffing levels to the VP of Customer Support Operations.
- Once approved, recruit, interview and oversee the hiring of all new Customer Service team members.
- Conduct performance reviews of direct reports, while counseling, motivating, and discipling staff as appropriate.
- Comply with and ensure accountability for Company policies and procedures related to customer service standards, safety, and security procedures.
- Ensure that all Customer Service employees are properly trained with appropriate documentation to evidence such training.
- Assist all representatives in handling escalated issues.
- Analyze customer pricing to ensure company profitability.
CS Manager: $100k-$120k / year
Source : Staff Icons