Customer Service Manager

TCP Analytical , an integrated manufacturer and distributor of consumable products for the life science research and specialty chemical markets is looking for a Customer Service Manager based out of Charlotte, NC.

The Manager of Customer Service is responsible for the day-to-day activities of the inbound customer Service team members to deliver a high level of service to customers.

Responsible for mentoring, and coaching.

JOB DUTIES AND RESPONSIBILITIES

• Manager the Customer Service team which resides across multiple manufacturing locations and is responsible for multiple brands
• Manages and supports employee performance. Provides ongoing coaching and training to encourage development. Plans and delivers discipline as required.
• Develops and uses metrics to manage department and set performance targets.

Manages department workflow :

• Daily review of order entry via web, phone and fax, credits, returns and phone coverage
• Processes orders, credits, returns, and provides phone coverage as required.
• Manages daily web and phone schedule to ensure optimum coverage
• Oversees the customer service mailboxes
• Handles customer questions and issues, research, and resolves customer problems.
• Responds to and resolves customer escalated issues.
• Manages customer service live chat / cases to always ensure appropriate coverage.
• Acts as a cross functional team member - interfacing with other departments, Sales, Marketing, Purchasing on a continual basis.
• Adheres to all procedures and regulations, continual review of process for efficiency improvements.
• Liase with senior functional leadership on escalated issues.
• Develop and implement operational improvement projects in an effort to reduce errors and improve efficiency.
• Support future customer service integrations and system implementations, including the use of a common ERP, phone and email systems, and work procedures.
• Responsible for hiring and training new department employees.
• Other duties as assigned.

QUALIFICATIONS

• Completion of a College or University diploma or certificate in a related field such as business, administration, science, customer service or equivalent work experience.
• 3-5 years of customer service experience with proven leadership qualities.
• Experience with staff development -good interpersonal skills, good leader, and coach
• Communication skills / Active Listening skills Professional manner
• Strong systems and procedural knowledge
• Demonstrates initiative and is motivated to get the job done
• Team Player Is result oriented and uses and shares resources within team, vigilant of metrics and supports peers
• Strong Organizational and Time Management skills-can handle high volume of interactions from a variety of mediums, prioritizes and meets deadlines
• Ability to handle conflict - Stays calm while handling challenging situations
• Excellent Computer and keyboard skills Good knowledge of MS applications and ERP systems.
• Ability to travel within the US 25%.

DISCLAIMER :

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.

They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

TCPA is proud to be an equal opportunity employer.

EEO Statement

We are an Equal Employment. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state / province, or local law.