Customer Service Manager (Manufacturing)

Job Summary :

• The customer service manager is responsible for managing customer service reps and monitoring their performance, while still providing excellent service to the customer.
• Customer service manager will resolve emergency issues, provide training for new employees, and will handle service issues beyond customer service rep capability.
• Meet all customer and company expectations.
• Responsibilities  Recruiting, hiring, and training new customer service representatives, Researching strategies to further improve the customer experience.
• Developing standards and procedures Documenting customer service discussions and actions Maintaining accurate records and files of documentation Provide sales goals and encouragement to achieve goals.
• Managing budget and expenses Setting and maintaining all customer service procedures and policies Addressing returns, refunds, credits, and shipping tracking numbers Recording, organizing, and filing customer interactions and profile / account changes.
• Providing resources for quality customer service Implementing customer service strategies to improve quality of service.
• Addressing and resolving team and customer conflicts Anticipating and resolving customer service issues Maintaining a professional workspace and workflow Evaluating representative performance.  Qualifications / Education  Required - High school degree or equivalent.
• Preferred - Bachelor’s degree in business administration, business, or related field; 5+ years’ experience in customer support, client services, sales, or a related field; Must have previous working knowledge of overhead doors.
• Excellent customer care and focus, ability to assess customer needs and provide correct answer, path, troubleshooting or method for a positive customer experience.  Requirement / Skills Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner Able to multitask, prioritize, and manage time efficiently Encouraging to team and staff; able to mentor and lead Able to analyze data and sales statistics and translate results into better solutions Excellent verbal and written communication skills Self-motivated and self-directed Comfortable in both a leadership and team-player role Creative problem solver who thrives when presented with a challenge.
• Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles / accounts; may include entering and tracking merchandise, scheduling with Microsoft Office Suite or similar software.
• Excellent time management and prioritization skills.
• Ability to answer phone, listen actively, relay information, and type basic information simultaneously; and Customer Focused for a positive customer experience and resolution.
• Physical Demand Able to work in a high stress environment.
• Occasionally walk the manufacturing floor for familiarity of product and processes   Prolonged sitting behind a desk.
• Read and write continuously.
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