Customer Service Manager

Glenside, Pa. 19038

Job Description:

Seeking an experienced Customer Service Manager to lead and enhance the customer service function. The ideal Customer Service Manager will be committed to delivering excellent support to our customers, field personnel, internal teams, as well as upper management. The Customer Service Manager will lead, hire, and train a team of Customer Service Representatives servicing a large retail customer base. This person will be the representative of the Customer Service Team to the officers of the organization.

Lead and strategize the Customer Service Department

Manage and provide leadership to the Customer Service department through various tools including but not limited to proficiency on internal software, Microsoft Office: Teams, PowerPoint, and Excel

Assist in development and implementation of new tools and processes to increase efficiency and effectiveness of the Customer Service Team

Manage and develop Customer Service training materials and ensuring team compliance

Lead Customer Service meetings and cross departmental communications

Manage order processing and escalated customer complaints

Track, manage and report on customer service metrics, KPIs- reporting to upper management.

Develop teambuilding events and activities that nurture Customer Service relationships and recognition.

Achieve all process development, employee retention and turn around times as established by revenue goals.

Creating a healthy work environment focusing on employee retention, including one on one employee meetings and performance reviews.

Education and Experience:

Relevant bachelor’s degree and/or equivalent management experience- 2 years minimum

Supervisory experience

In depth understanding of customer service principles and practices

Proficiency in Microsoft Office applications

Key Competencies:

Supervisory and demonstrated leadership skills

Communication skills

Customer Service focus

<p style="font-size: 8pt;"><em>This employment opportunity is available at the organization listed at the top of this page. Your application will go directly to them and all hiring decisions will be made by their management. All inquiries should be made directly with the organization that posted this employment opportunity.</em></p>