Customer Service (or Operations)

CSV100

Ripon, Calif., USA

Full-time, Regular

The Customer Service Manager is responsible for managing the customer service team and developing service-related policies and procedures to enhance client engagement and ensure customer needs are met in a timely manner. The role requires an individual who is a forward thinker that can bring the department together to work as a team and have the ability to create new processes, as required, and assist the customer service team to effectively complete their daily tasks.

• Improve customer service experience, create engaged customers and facilitate organic growth.
• Take ownership of customers' issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Recommend solutions for customer’s complaints.
• Coordinate with other departments to resolve issues involving the customer services department.
• Responsible for the staffing level of the department.
• Communicate, implement and interpret new and existing policies and procedures to staffs within the department.
• Supervise the day-to-day activities of customer service department within established policies and procedures.
• Develop and implement process and procedures to improve operational efficiency.
• Oversee cross-functional work areas targeted to resolve issues raised by customers.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Adhere to and manage the approved budget.
• Maintain an orderly workflow according to priorities.

• Five years of recent customer service management experience, preferably within a manufacturing or distribution industry
• Required call center experience
• Bachelor’s degree preferred
• Proficiency with standard desktop software (Outlook, Word, Excel) as well as PowerPoint
• Excellent verbal and written communication skills
• Awareness of the industry’s latest technologies and trends
• Excellent knowledge of management methods, techniques and software
• Working knowledge of customer service software, databases and tools
• Ability to multi-task and be comfortable with conflict resolution