Customer Service Manager

Customer Service Manager

The Customer Service Manager will lead and oversee the customer service operations at our Kenosha Distribution Centre. This role is responsible for ensuring exceptional customer service delivery, developing and implementing customer service policies, and managing a team of customer service representatives and project coordinators. The ideal candidate will have a strong background in customer service management, excellent leadership skills, and a passion for enhancing the customer experience.

Key Responsibilities :

• Develop and implement customer service policies and procedures to ensure consistent and high-quality service.
• Lead, mentor, and manage a team of customer service representatives and project coordinators, providing training and development opportunities.
• Monitor and analyze customer service performance metrics to identify areas for improvement.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Collaborate with other departments to ensure seamless customer service operations.
• Develop and maintain relationships with key customers and stakeholders.
• Prepare and present regular reports on customer service performance to senior management.
• Stay updated on industry trends and best practices to continuously improve customer service operations.

Knowledge, Skills + Experience :

Company Benefits :