Customer Service Manager

Primary

Purpose:

To lead, support, and actively participate in daily Customer Service operations while ensuring accuracy, efficiency, and exceptional service delivery. This role serves as a “working manager,” performing the same duties as Customer Service Representatives while also providing leadership, coaching, and coordination of department activities.

Responsibilities:

• Review, improve and implement Customer Service processes.
  • Overseeing day-to-day customer service operations.
  • Customer point of contact for resolving issues.
  • Customer fulfillment and operational excellence for the facility.
  • Monitor departmental operations and provide feedback and assistance to employees and management.
• Lead performance improvement initiatives in customer service, teamwork, and communications through mentoring and coaching individuals and department.
• Responsible for the effective supervision and scheduling of manpower in the Customer Service department.
• Train and develop Customer Service Employees.
  • Provide resources and support to Customer Service employees to ensure successful completion of their daily duties.
  • Coordinate and work with management to ensure customer requirements are met. Provide guidance to improve customer service.
  • Document employee performance and complete annual Performance Evaluation.
  • Prepare weekly, monthly, quarterly, and annual reports.
• Manage inventory of scale supplies.
• Use Lawson to generate requisitions.
• Other duties as directed.