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Senior Manager of Customer Service

Summary of Position
The Senior Manager of Customer Service will be a key member of the Supply Chain & Operations team.  This individual will encompass leadership, strategy, and operational oversight to ensure excellent customer service delivery. They will also develop and implement strategies to enhance the overall customer experience, drive customer satisfaction and foster customer loyalty. The Senior Manager of Customer Service will manage a team of customer service professionals, collaborate cross-functionally, and ensure the delivery of exceptional customer service across all touchpoints.

Essential Job Duties
  • Lead and manage customer service team, providing guidance, coaching, and support to ensure high performance and achievement of departmental goals.
  • Maintain relationships and be the primary point of contact for the assigned customer accounts.
  • Develop and implement strategies to enhance overall customer experience and drive customer satisfaction and loyalty.
  • Manage daily operations of the customer service department, including handling of customer inquiries and resolving escalated issues in a timely and professional manner.
  • Establish and maintain effective communication channels with customers, ensuring their needs and concerns are addressed promptly and to their satisfaction.
  • Collaborate cross functionally to ensure a seamless customer experience and alignment of customer service goals with overall business objectives.
  • Change agent responsible for team’s preparedness for the changing business needs.
  • Monitor and assess customer service performance metrics, such as response time, and implement corrective actions as needed.
  • Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer service team.
Minimum Qualifications
  • Bachelor's degree in business administration, customer service, or a related field.
  • Minimum of 6 years of experience in customer service management, with at least 3 years in a leadership role.
  • Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty.
  • Strong knowledge of customer service principles, practices, and strategies.
  • Familiarity with relevant customer service software and tools.
  • Excellent written and verbal communication skills.
  • Ability to think strategically and to lead.
  • Exceptional problem-solving skills.
  • Strong customer relationship building skills.
  • Proficient in Microsoft Office Suite (Outlook, Power Point, Word, Excel)
Preferred Qualifications
    • Experience working with an ERP system.
    • Knowledge of Microsoft Dynamics NAV is a plus.
    • Knowledge of SharePoint is desired.
    • Experience working with reporting tools like Power BI
Working Conditions
  • Must be able to remain stationary 80% of the time.
  • Able to work around office noise, cubicle setting.