Customer Service Manager
Customer Service Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Supervise and support the customer service team responsible for handling incoming calls emails and walkins.
- Establish and document customer service processes and procedures including escalation paths.
- Monitor order entry accuracy response time and resolution quality.
- Set and track customer service KPIs (e.g. response time issue resolution rate order accuracy customer satisfaction).
- Oversee inside sales team ensuring proactive customer engagement and lead conversion.
- Own the full lifecycle of warranty claims product returns and RMA processing. Including processing all warranty claims with a goal to have 0 open claims over 30 days old
- Create and enforce policies for warranty eligibility credit issuance and return logistics.
- Partners with vendors and suppliers to resolve warrantyrelated issues efficiently.
- Track and report trends in warranty claims and returns to drive operational improvements.
- Open and willing to perform other duties as assigned.
- Train team members on product knowledge system use (Infor SX.e and CSD) and customer service techniques.
- Provide regular coaching feedback and performance reviews to build a strong service culture.
- Coordinate with Sales and Warehouse leadership to ensure communication is consistent and customers receive a seamless experience.
- Act as the point of escalation for customer concerns and complex service issues.
- Lead root cause analysis on recurring service problems and partner with other departments to drive permanent fixes.
- Build and maintain an internal knowledge base for handling common customer inquiries.
- Develop and uphold a clear service philosophy and customer experience vision for the organization.
- Implement proactive service strategies including followup communications customer feedback collection and service recovery programs.
Required Experience:
Manager
Employment Type
Full Time
