Customer Service Manager

OVERVIEW Manage all customer care functions for assigned customer base. Responsible for ensuring that all customer requirements are handled and processed accurately and timely. Manage all customer service functions to ensure assigned customers are provided a world class, compelling customer care experience. RESPONSIBILITIES Plan, assign, and review the work of associates providing customer care support

Administer assigned Automatic Call Distributor queues and ensure personnel alignment to meet service levels

Manage the training, orientation, and continuing development of subordinate associates

Coach, counsel and mentor assigned personnel on work-related problems or questions

Responsible for workforce management of assigned associates

Develop and implement new and revised policies and procedures

Determine and assemble data, compose special reports, periodic correspondence or work related records to support sales or customer requests and/or requirements

Answer inquiries from subordinates and customers concerning escalated issues

Analyze workload trends and staff appropriately to meet customer’s expectations

Analyze call queue Key Performance Indicators (KPI) and initiate required corrective actions

Analyze Sale Order Life Cycle KPI’s and initiate process improvement projects as required

Initiate and coordinate system enhancement projects

Lead and/or participate in cross-functional teams and team projects

Use extensive experience and judgment to plan and accomplish goals

Manage expenses for assigned team Manage a team of approximately eight (8) to twenty (20) associates

Responsible for the professional development, coaching, counseling, and training of assigned personnel QUALIFICATIONS Minimum three (3) years supervisory experience

Five (5) years customer service experience.

Bachelor's Degree in a business related discipline or six (6) years additional equivalent combination of work experience or education required

Master's Degree a plus Expert knowledge of ERP systems and processes

Visual knowledge a plus Intermediate knowledge on Microsoft Office Suite Intermediate knowledge on Microsoft Visio application

Intermediate knowledge of law enforcement equipment and industry a plus Excellent interpersonal skills

Excellent communication skills both verbal and written

Exceptional time management skills

Proven ability to multitask

Project management skills

Basic Automatic Call Distributor administration

Process improvement skills

Vendor managed inventory skills

Electronic B2B concepts and processes

Vendor compliance and customer satisfaction concepts Enterprise cross-functional process knowledge

Basic contract development and administration

Forecast and demand planning

Customer Relationship Management (CRM) concepts

Job Family Managers Job Function Administration /Management Pay Type Salary Education Level High  School Travel Required true

Travel Percentage
10