Customer Service Junior Manager

Summary

The Customer Service Junior Manager will oversee the entire customer service process, ensuring timely and accurate order processing while handling complex customer inquiries and service issues. The main objective is to maintain customer service levels, including fill-rate and OTIF (On-Time In-Full), and to collaborate with functional teams to deliver the best customer experience. The role includes leading and mentoring a team of Customer Service Representatives, setting performance goals, and ensuring productivity through effective time management, attendance oversight, and KPI reporting.

The junior manager will work with internal departments to ensure smooth order fulfillment, maintain optimal fill rates, address operational inefficiencies, and improve service processes. They will generate and analyze performance reports, monitor customer satisfaction, and drive continuous improvements in service quality and team performance.

• Oversee the end-to-end customer service process, ensuring that all orders are processed in a timely and accurate manner, meeting company standards for customer satisfaction and operational efficiency. Maintain customer service levels, including fill-rate and OTIF, and connect with functional teams to reduce complaints and fulfill orders.
• Serve as the primary escalation point for complex customer inquiries, complaints, and service issues, demonstrating expertise in troubleshooting and resolving concerns to maintain strong customer relationships.
• Collaborate with internal departments such as sales, planning, logistics, and warehouse teams to resolve order-related challenges and ensure seamless communication and timely issue resolution.
• Monitor and continuously improve key performance metrics, including customer satisfaction, response times, first-contact resolution rates, and service quality, to meet or exceed targets.

• Supervise and mentor a team of Customer Service Representatives, providing coaching, training, and professional development to enhance performance and skill growth.
• Manage team performance by setting clear goals, tracking progress, and implementing corrective actions to meet productivity and service excellence targets.
• Oversee daily operations, optimize time management, ensure attendance adherence, and coordinate staffing during peak periods to maintain service levels.
• Foster a positive, engaging, and collaborative work environment focused on customer satisfaction, operational efficiency, and continuous improvement.
• Lead regular team meetings to discuss updates, challenges, and best practices, promoting open communication and teamwork.
• Conduct regular performance evaluations and provide actionable feedback; recognize achievements and address issues promptly.

• Collaborate with planning, logistics, and other internal teams to ensure smooth order fulfillment and on-time delivery, proactively addressing delays and operational hurdles.
• Monitor inventory levels, analyze customer trends and order patterns, and assist in demand forecasting to ensure stock availability and accurate fulfillment.
• Identify inefficiencies in customer service processes and implement improvements to optimize workflow and reduce bottlenecks.
• Ensure adherence to company policies, industry regulations, and customer service best practices, maintaining high standards of compliance and operational integrity.

• Generate and analyze reports on order trends, customer feedback, and service performance to provide insights for operational efficiency and improvement opportunities.
• Use internal systems to track and manage customer data, ensuring data integrity and proper documentation of service metrics.
• Regularly report on team performance and service metrics, offering actionable insights to senior management on trends and potential solutions.
• Maintain and track KPIs related to team productivity, response times, issue resolution, and customer satisfaction, ensuring targets are met or exceeded.

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Full-time
• Job function:
  Customer Service
• Industries:
  Food Production

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