B2B Customer Service Manager
B2B Customer Service Manager
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Job Description
TITLE: B2B Customer Service Manager
Location: Peachtree City GA
TYPE: Full Time / Direct Hire
Relocation: Yes
JOB DESCRIPTION:
SUMMARY:
- The Customer Service Manager leads our frontline customer support team ensuring exceptional customer experience in every interaction.
- This role requires a proactive solutionoriented approach to managing customer inquiries while balancing the financial interests of the company.
- The position works closely with the Technical Service Logistics and Sales teams to provide seamless customer experience.
- The CS team includes an incoming phone support administrator and scheduler as well as a parts coordinator.
- This role is ideal for a dynamic and customerfocused professional who thrives in a leadership position and is committed to delivering outstanding service.
- The ideal candidate is a visionary who can elevate customer service select appropriate tools and develop the department to the next level.
ROLES N RESPONSIBILTIES:
- Lead mentor and manage the Customer Service (CS) team providing coaching training performance reviews and corrective actions as necessary.
- Handle VIP and highsensitivity customer interactions to ensure optimal resolution and satisfaction.
- Develop document and enforce Standard Operating Procedures (SOPs).
- Become proficient in internal systems including D365 Salesforce and Taskray.
- Support team members by assisting with parts quotations handling phone inquiries and monitoring service contracts.
- Maintain a positive and professional demeanor to create an inviting and supportive environment for customers and employees even in challenging situations.
- Take direct ownership of customer concerns striving to resolve issues independently before escalating to management.
- Clearly communicate unresolved customer issues to relevant management teams with concise summaries.
- Continuously seek improvements in customer service processes identifying and addressing inefficiencies in scheduling part pricing and repair quotations.
- Coordinate customer machine relocations and prepare supporting documentation.
- Make strategic decisions regarding customer service vision product selection and overall department leadership.
- Perform other duties as assigned by management.
QUALIFICATIONS:
- Minimum of 5 years of customer service experience in a B2B environment (not a call center).
- Proficiency in Microsoft Office Suite.
- Strong understanding of CRM and ERP systems; candidates must list relevant systems on their resume.
- Strong teamwork and collaboration skills.
- Excellent verbal and written communication skills.
- Strong organizational skills and attention to detail.
- Ability to diligently follow up and ensure task completion.
- Proven leadership experience including staff mentoring performance reviews and team development.
Employment Type
Full Time
