Customer Service Manager
Company: Handicare USA, Inc.
Location: Saint Louis
Posted on: January 15, 2019
Customer Service Manager Customer Service St. Louis, MO, USA Salaried Full Time OVERVIEW: The Customer Service Manager is responsible for improving operational efficiency, through process improvement and must demonstrate effective resource management to achieve 100% customer satisfaction. This position will ensure that the customer service department meets customer needs, by executing accurate order intake, providing helpful information on products, assisting with recommendations on how to timely resolve customer issues, facilitating returns and answering complaints. ESSENTIAL DUTIES AND RESPONSIBILITIES: Leads and supervises a team of in-bound customer service representatives. Provides help and advice to customers using Handicares products or services. Communicates courteously with customers / dealers by telephone, email, letter and face-to-face. Investigates and resolves customer issues, which may be complex, long-standing or the result of CSR escalation. Handles customer complaints or any major incidents, such as reported safety issue. Responsible for the issuance of refunds or credits to customers. Analyzes statistics or other data to measure customer service levels provide to customers / dealers. Produces written information for customers, often involving use of computer packages and software. Writes reports, analyzing the customer service levels delivered by the organization. Develops feedback or complaint procedures for customers to utilize. Improves customer service procedures, policies and standards for the department / organization. Liaises with the sales staff, regarding possible improvements to customer service. Responsible for staff recruitment and annual performance reviews. Trains staff to deliver a high standard of customer service, based on established SOPs and performance metrics. Virtual management of multi-site locations, through data management via telephony and ERP systems. Responsible for staying educated on new and existing products or services. Interfaces with operations and logistics to ensure customer information is accurate. Assists in order intake and ensures delivered customer satisfaction levels at 100%. Additional duties as requested or required by management. SUPERVISORY RESPONSIBILITIES: Manages and motivates staff (including, hiring, terminations, performance management, etc.). Assess staffing needs and performs some recruiting duties. Train, direct and appraise staff. Make daily schedules for proper manpower utilization Plans and organize workload and staff assignments. Issues written and oral instructions; assigns duties and examines work for exactness and conformance to policies and procedures. COMPETENCIES: Manages difficult or emotional customer situations Responds promptly to customer needs Responds to requests for service and assistance Keeps emotions under control Virtual management of remote employees. Speaks clearly and persuasively in positive or negative situations. Listens and gets clarification & responds well to questions Responds well to questions group presentation skills Must possess excellent verbal and written skills Provide regular performance feedback Develops subordinates skills and encourages growth Treats people with respect Follows policies and procedures LANGUAGE SKILLS: Ability to read, analyze and interpret documents such as safety rules, operating and maintenance instructions and procedural manuals. Ability to write reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization. EDUCATION, EXPERIENCE & TRAINING: Bachelors Degree (B.A. / B.S.) from a four year college or university in Business Administration or related field; and 8 to 10 years of customer service experience, along with 5 years of supervisory experience; or equivalent combination of education and experience. CERTIFICATES, LICENSES OR REGISTRATIONS: None are required. COMPUTER SKILLS: Intermediate proficiency in Microsoft Word, Excel, PowerPoint and Outlook is required. Intermediate to advanced proficiency working with ERP systems. Proficiency with Microsoft Dynamics AX 12 is preferred. PHYSICAL DEMANDS: The employee may occasionally stand, walk, stoop, kneel or crouch during shift. Employee will be required to regularly sit, use hand to finger, handle, feel and reach with hands and arms. Employee must be able to occasionally lift, push, pull and or move up to 25 lbs. WORK ENVIRONMENT: This position works in an environment with moderate noise levels. TRAVEL: This position may travel up to 25% of the time. EOE/M/F/D/V )
Keywords: Handicare USA, Inc., St. Louis , Customer Service Manager, Executive , Saint Louis, Missouri
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