Rapidly growing B2B supplier is looking to add a Manager / Team Leader to its Customer Service Team. This role will be accountable for a small team of 3 Customer Service Representatives, and ensure high quality performance at all times.
Job Purpose: Maintains customer satisfaction by providing problem-solving resources; managing staff.
Customer Service Manager Job Duties:
Team Leadership:recruiting, selecting, coaching and motivating employees; communicating job expectations; planning and reviewing work flows; enforcing policies and procedures.
Contributing to strategic plans, defining and implementing customer-service KPIs; resolving problems; identifying trends; determining system improvements; implementing change.
Responds to customer enquiries, orders & complaints in an efficient and effective manor, providing PROMPT, COURTEOUS and POSITIVE service to internal and external customers. Enter & Process orders. Work cross functionally to provide excellent service, resolve issues & satisfy customers requirements.
Create & maintain customer database including contract files, web users, customer specific reporting, and other requirements as the business need dictates. Provide professional support to the sales representatives.
Determines customer service requirements by maintaining contact with customers; visiting operational environments; understanding competitive offerings & performance levels & benchmarking company performance vs competition.
Country: USA, State: New York, City: Long Island, Company: Company Confidential.
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