Customer Service Manager

  • location: Somerset, NJ
  • type: Permanent
  • salary: $60,000 - $70,000 per year
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job description

Customer Service Manager

job summary:
Handle day-to-day management and supervisory support of customer service staff, who represents and maintains quality customer care focus in all interactions ranging from: order processing, order management, account maintenance, responding to customer inquiries, researching, resolving and tracking customer issues, and processing returns, credits, debits, and adjustments.

location: Somerset, New Jersey
job type: Permanent
salary: $60,000 - 70,000 per year
work hours: 8 to 5
education: Bachelor's degree
experience: 5 Years
Job Duties and Responsibilities:

  • Supervise a team of 15
  • Accountable for resource planning and allocation to ensure optimized coverage of Customer Service.
  • Monitors department to ensure on-time delivery and customer satisfaction.
  • Maintains in-depth knowledge of company products, systems and processes
  • Provide timely and accurate information to customers in a professional and effective fashion with regard to order status and product knowledge requests, ensuring on time delivery and customer satisfaction.
  • Responsible for coordination of work flow within the team.
  • Responsible for troubleshooting and coordinating efforts to resolve problems.
  • Interface with other departments and 3rd party distribution service providers to establish processes, communications, and resolve issues.
  • Develop, track, and report metrics and key performance indicators for the team.
  • Develop and maintain detailed work instructions for customer service processes.
  • Act as a mentor and trains Customer Service Representatives on company processes/procedures, career development, and professionalism.
Knowledge, Skills & Abilities:

  • 5+ years of supervisory experience
  • Experience utilizing an order management system.
  • Manufacturing experience
  • Excellent relationship building, team leadership and customer service skills.
  • Proficient in Microsoft Office
skills: Great Plains
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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