Customer Service Junior Manager

Summary

Summary Of Job
:
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 connect with functional teams to deliver the best customer experience. This role involves reducing customer complaints and ensuring order fulfillment meets expectations.

The junior manager will lead and mentor a team of Customer Service Representatives, set performance goals, and ensure productivity through effective time management, attendance oversight, and KPI reporting. The role collaborates with internal departments to ensure smooth order fulfillment, maintain optimal fill rates, address operational inefficiencies, and improve service processes. The position also includes generating and analyzing performance reports, monitoring customer satisfaction, and driving continuous improvements in both service quality and team performance.

Customer Service & Order Management
:

• 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 (On-Time In-Full), and connect with functional teams to reduce customer complaints and fulfill orders.
• Act 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, ensuring seamless communication and timely resolution of issues.
• Monitor and 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 development opportunities to enhance performance and skills.
• Manage performance by setting clear individual and team goals, tracking progress, and implementing corrective actions as needed to meet productivity and service excellence targets.
• Oversee daily operations with emphasis on time management and attendance, ensuring adequate shift coverage 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 to enhance individual and team capabilities; recognize achievements and address performance issues promptly.

• Collaborate with planning, logistics, and other internal teams to ensure smooth order fulfillment and on-time delivery, proactively addressing potential delays and operational hurdles.
• Monitor inventory levels, analyze customer trends and order patterns, and assist in demand forecasting to ensure stock availability and accurate order fulfillment.
• Identify inefficiencies in customer service processes and propose and implement improvements to optimize workflow, reduce bottlenecks, and improve overall customer experience.
• 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 on operational efficiency and areas for improvement.
• Utilize internal systems to track and manage customer data, ensuring data integrity and proper documentation of service metrics.
• Regularly report on team performance and service…