Customer Service Manager

POSITION SUMMARY

We are seeking a Customer Service Manager to join its growing organization! This role involves managing customer queries, handling complaints, optimizing service processes, and coordinating between departments to ensure that products meet customer needs and expectations. A successful Customer Service Manager in a manufacturing environment is proactive in resolving issues, improving service delivery, and enhancing customer satisfaction.

RESPONSIBILITIES

• Lead, motivate, and develop a team of customer service representatives.
• Provide support to customers and the sales team by answering questions, monitoring account activity, and processing documents related to sales orders.
• Responsible for entering data into spreadsheets, databases, and systems, ensuring validity of data, maintaining accurate and organized records.
• Communicate regular updates to customers regarding production, timeline, and delivery status.
• Address customer inquiries and concerns, working with sales and production, to reach resolution.
• Review and improve customer service processes to enhance efficiency and effectiveness.
• Track metrics and prepare reports for senior management.
• Perform all other responsibilities, as needed.

QUALIFICATIONS & SKILLS

• Five to seven years of experience in a customer service management role. Prior experience in the Manufacturing industry is highly preferred.
• Strong leadership skills and the ability to motivate a team.
• High attention to detail with strong organizational and problem-solving skills.
• Exceptional customer service and communication skills, both verbal and written.
• Demonstrated ability to build rapport with customers and internal team members.
• Ethical and trustworthy with high discretion while handling sensitive information.
• Proficient knowledge of Microsoft Office Suite and related software.

Please submit resume to rmurphy@wfastaffing.com or call and ask for Roberta Murphy!