Customer Service Manager
Customer Service Manager
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Job Description
Overview
Job Summary
The Customer Service Manager leads our call center and order management team for our division in North America (US and Canada). The role responds within the Client Services organization and develops and implements systems and procedures to ensure effective customer service administration and field support. Acts as liaison with field sales customers and internal departments. Supervises the performance of the call center operators (front office) and the order management team (back office).
Responsibilities
Key Accountabilities
- Manage daily workflow within the customer service department including the call center and order management team
- Respond to complex customer inquiries and serves as escalation reference
- Create and track customer service goals generating detailed reports on customer interactions and order management metrics analyzing statistics and compiling accurate reports for upper management
- Develop and implement service procedures policies and standards for both call center and order management operations
- Monitor workloads and reassign work responsibilities during high peak hours or during staff shortages to maintain acceptable response times to customers
- Supervise mentor and develop customer service representatives and team leaders providing additional upskilling or learning opportunities
- Recruit hire and onboard new customer service employees
- Perform other duties as assigned
Networking/Key relationships
- Other Client Services Teams
- Finance
- North America Commercial Operations
- Legal/Compliance
- Operations & Manufacturing
- Marketing
- HR
Qualifications
Minimum Knowledge & Experience required for the position:
- Education: Bachelors degree required in in Business Administration Finance or related field or equivalent experience
- Experience:
- Minimum 6 years related experience in Customer Service environment / Finance/ Operations preferred
- Prior experience as a Customer Service Manager or Supervisor
- Additional skills/knowledge:
- Proficiency knowledge of Microsoft office System including Word PowerpointExcel
- Knowledge of SAP ERP preferred
- Experience with CRM software and data analysis tools
- Excellent verbal and written communication skills
- Fluency in English. French is a plus
Skills & Capabilities:
- Demonstrated leadership and team management abilities
- Problem-solving skills with a focus on customer satisfaction
- Ability to work collaboratively across departments
- Proven ability to adapt and manage effectively in a fast-paced challenging environment and manage multiple and oftentimes competing priorities
- Confident decision making and conflict resolution
- Flexibility and resiliance
Travel requirements:
Occassional travel may be required.
Required Experience:
Manager
Employment Type
Full-Time
