Customer Service Manager

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Manage and lead customer service team to help optimize fulfillment of orders and customer service satisfaction. The primary purpose of this job is managing the team, providing leadership and direction, and oversight of his/her respective product and area.

• 10% Analyze and review reports on orders and customer service to help identify and prevent issues and opportunities to help lead the team.
• 20% Manage and develop team members - coaching, training, mentoring, performance management, hiring, career and succession planning, etc.
• 15% Managing, resolving and approving customer complaints– providing feedback to team members for development opportunities and increasing customer satisfaction.
• 40% Provide proactive and reactive fulfillment management oversight to ensure product availability, balancing inventory with sales, identifying opportunities across the team/product line to optimize order fulfillment. This is accomplished through managing team members and his/her work. Make recommendations and work cross-functionally to elevate fulfillment issues for approval. Coordinates with S&OP, Sales, Production, etc.
• 15% Participate and provide leadership in special projects related to customer service, sales, fulfillment and related areas.

Manage a team of Customer Service Reps and Fulfillment analysts – at a product / group of customers level

• Supervises who (level and number):
  Fulfillment Analyst, CSR I & CSR II (size of team varies by product line but the likely range would be between 8 and 14 people)
• Reports to:
  
  Director

Four year degree required and 5+ years of customer service, sales, order management or related experience required; previous people management experience strongly preferred

Skills include:
Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing Information , Developing Standards, Developing team members, Order management