Customer Service Manager

Posted: 09/09/2021 2021-09-09 2021-10-23 Industry: Other Area(s) Job Number: 172

Customer Service Manager needed for large tile and surfaces distribution company in the Miami area! Grow your career with this premier company.

Offer Accept is seeking a customer service manager for a large tile and surfaces distribution organization in the Miami area.



Qualifications for Customer Service Manager:



Responsibilities for Customer Service Manager:



Customer Service Manager candidates Apply today!



Our mission is to become a true resource for customer service management professionals and connect them with premier opportunities across the nation.



Benefits & Perks for Customer Service Manager include:

Customer Service Manager needed for large tile and surfaces distribution company in the Miami area! Grow your career with this premier company.

Offer Accept is seeking a customer service manager for a large tile and surfaces distribution organization in the Miami area.

Qualifications for Customer Service Manager:

• Education: BA/BS degree in a relevant field of study
• 10+ years’ experience in corporate Customer Service required
• Supervisory experience of B2B customer service or comparable team required.
• Demonstrated experience leading improvements in a business-to-business service department.
• Proven knowledge of a “ best in class” approach to customer service activities and performance management
• Demonstrated experience leading process improvement and organizational change.
• Proven Management and/or relationship management experience at a senior, strategic level role. o Established track record of exceeding targets, KPI’ s SLA’ s, in a quality led, legislative compliant environment.
• Experience leading teams that work remotely
• Thorough working knowledge of ERP, MS Office applications especially Excel, with aptitude and ability to adapt to new software and tools.
• Strong organizational and analytic abilities
• Effective communication skills, written & verbal.

Responsibilities for Customer Service Manager:

• Improve the customer service experience, create engaged customers, and facilitate organic growth.
• Analyze current Customer Service processes and performance to identify, develop, and implement process improvements and technology improvements recommendations.
• Mentor and develop customer service representatives and nurture an environment where they are encouraged to excel.
• Keep up to date on Customer Service Industry best practices, standards, and methodologies and implement those that are appropriate for our team.
• Working with the rest of the Supply Chain team members, to identify individual and shared KPI’ s to manage and improve results. Set stretch performance goals for team members.
• Analyze and report KPI performance; develop and implement key action plans to improve overall KPI performance.
• Create a culture and processes which achieve the business goals and objectives with regards to their customer service.
• Enhance the First Call Resolution
• Identify new tools and technologies to better serve the customer.
• Identifying and providing feedback through 1: 1s, effective use of personal development plans and provision of coaching & development opportunities
• Provide ongoing skill development and coaching to CSR team members with focus on customer satisfaction aligned to Sales Team key business priorities, productivity, quality, accuracy, as well as ongoing career/professional development.
• Provide decision-making authority for customer service escalations encountered by the CSR team, including expedited freight and customer/order priority.
• Collaborate internally to analyze account sales and fulfillment activity to identify opportunities to optimize customer service, improve efficiencies, and reduce costs through ‘ train the customer’ recommendations/support.
• Responsible for standardization of policies and training, ensuring daily personnel coverage for the CSR group.

Customer Service Manager candidates Apply today!

Our mission is to become a true resource for customer service management professionals and connect them with premier opportunities across the nation.

Benefits & Perks for Customer Service Manager include:

• Health Benefits
• Vacation, Sick Leave and Holiday Pay
• 401k plan.