Customer Service Manager

Job Summary:

The Customer Service Manager will be responsible for managing the customer service team developing and implementing policies and procedures and ensuring that our customers receive outstanding service. This role requires a proactive individual with strong communication skills problemsolving abilities and a deep understanding of the manufacturing industry.

Key Responsibilities:

• Supervise and lead the customer service team providing guidance support and training to ensure high performance and continuous improvement.
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Monitor and analyze customer service metrics identifying areas for improvement and implementing corrective actions.
• Handle escalated customer inquiries and complaints ensuring timely and effective resolution.
• Collaborate with other departments including production logistics and sales to ensure seamless service delivery and address customer needs.
• Maintain accurate records of customer interactions and transactions documenting details of inquiries complaints and actions taken.
• Prepare and present regular reports on customer service activities and performance to senior management.
• Stay updated with industry trends and best practices to continuously improve the customer service experience.

Qualifications:

• Bachelors degree in Business Administration or a related field is preferred.
• Minimum of 5 years of experience in customer service within the manufacturing industry with at least 3 years in a supervisory or managerial role.
• Strong leadership and team management skills with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills with the ability to interact effectively with customers employees and senior management.
• Proficient in using customer service software and Microsoft Office Suite.
• Strong problemsolving skills and the ability to think critically and make decisions under pressure.
• Detailoriented with excellent organizational skills and the ability to manage multiple priorities.
• Knowledge of manufacturing processes and industryspecific customer service challenges is highly desirable.

Remote Work :

No