Customer Service Manager Buffalo, NY

Customer Service Manager

Robert Half Permanent Placement is partnering with a great company in Buffalo, NY on their search for a Customer Service Manager to join their thriving business. For 40+ years, our great client has been providing integral products that help people across the country lead an independent lifestyle. This is an in-office role with a starting salary of $65K - $75K and includes a full benefits package.

The ideal candidate will bring leadership mindset and experience side by side with operational excellence.

• Lead and develop a customer service team while overseeing staffing, scheduling, and performance management
• Manage daily call center operations ensuring optimal staffing levels, service levels, and efficient handling of inbound customer inquiries
• Monitor key customer service metrics including call volume, response times, abandonment rates, and overall team performance
• Drive continuous improvement through call quality monitoring, employee training, coaching, and customer service best practices
• Oversee accurate and timely order processing by ensuring data integrity, order accuracy, and resolution of complex customer issues
• Partner with sales and cross-functional teams to streamline order fulfillment, improve processes, and enhance the customer experience
• Develop customer communication strategies for order updates, backorders, returns, and proactive follow-up to maximize customer satisfaction
• Maintain product knowledge resources, coordinate ongoing product training, and leverage customer feedback to improve service, processes, and knowledge base content