Customer Service Manager Job Description

Customer Service Manager Job Description

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Customer service manager provides first level support to customers via phone to technologies within Computers, Mobility, Voice, Network, Connectivity, and multiple software applications.

Customer Service Manager Duties & Responsibilities

To write an effective customer service manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Developing and achieving performance goals and objectives in line with the network wide vision and goals
Create, innovate and implement best working practice to streamline and drive efficiency specifically through internal team communications
Customer Service responsibility for delivery of services for the university Identity Management Program which includes the production and issuance of University ID for students, faculty, staff, university guests (academic or administrative), iVIP program, Trustees, parents, hospital and community ID badges
Oversee the operation of a call center team to include setting performance metrics and team goals ensuring the achievement of those metrics through effective management
Drive quality phone service by being involved in call quality (SQM) initiatives
Develop and maintain partnerships with training, quality, compliance, legal, and other areas to reinforce system, departmental, and administrative procedures
Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate
Assist in developing and implementing training programs to improve the quality and productivity of the team
Drive process improvements to enhance the operational efficiency of the site
Development, analysis and improvement of new strategies and procedures

Customer Service Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Service Manager

List any licenses or certifications required by the position: ITIL, V3, CISCO, LEAN, MSDS, PMP, CPR, VCA, EHS, IOSH

Education for Customer Service Manager

Typically a job would require a certain level of education.

Employers hiring for the customer service manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Education, Management, Science, Business/Administration, Technical, Marketing, Engineering, Associates, General Education

Skills for Customer Service Manager

Desired skills for customer service manager include:

Excel
PowerPoint
Outlook
Company policies and procedures and functional automation applications
Bank products and services
Voice
Mobility
Network
Integration solutions and technologies
IT Services

Desired experience for customer service manager includes:

Preferred 1-2 years of management experience (Higher education can compensate for less experience)
Ability to lead, motivate, and empower your Team
Ability to recognize and solve problems graciously
Must be able to work afternoons/evenings and Saturdays
Min 5 years of experience in customer service department in FMCG sector of which 1-2 as a leader of a team
Previous experience working with SAP SD module

Customer Service Manager Examples

1

Customer Service Manager Job Description

Job Description Example
Our innovative and growing company is looking for a customer service manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service manager
  • Respond to resident requests and work with residents to minimize/resolve problems and complaints
  • Monitor all warranty costs, cause and resolution - with a goal to continually reduce overall warranty exposure
  • Monitor & evaluate individual staff performance on a regular basis year-end review/appraisals
  • Communicates operational issues through the proper channels to ensure that all employees have current, appropriate and accurate information as necessary to fulfill their responsibiliti
  • Effectively supervises the day-to-day operation/activities of the customer service and sales agents in order to meet high level customer satisfaction and sales goals
  • The position is responsible for achieving or exceeding new account acquisition and revenue targets for outbound business-to-business (B2B) sales to companion animal Health Professionals
  • The position is also responsible for supporting the Field Sales Team in increasing their productivity
  • Investigates, reconciles and remedies order inaccuracies
  • Ensure business objectives are achieved through the effective management of SLA’s, KPI’s and revenue targets
  • Actively promote and manage continuous improvements in business processes across the TV Licensing operation
Qualifications for customer service manager
  • Bachelor degree or above with major in Mechanical Engineering or Chemistry
  • Lead on the execution of the branch LEI plan and support achievement of LEI objectives
  • Direct experience in Operations (Customer Service, Sales, Collections, Retail or related industries)
  • Absolute passion for ensuring a world-class customer experience with every contact
  • Ability to foster a common vision which supports the organizations goals
  • Operation is 24/7/365
2

Customer Service Manager Job Description

Job Description Example
Our company is looking for a customer service manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer service manager
  • Strong knowledge of business process, data analysis, quality, logistics and IT
  • A comprehensive understanding of the Coromant and SMS organization
  • Experience with ISO 9001, ISO 14001 a plus
  • Plan, control, and report on production activities to include establishing priorities for resources
  • Review, approve, and sign timecards as necessary
  • Review and follow up on customer satisfaction surveys, including preparing action plans to address any process or performance issues discovered during review
  • Manage high priority customer inquiries by setting customer expectations, creating action plans, and communicating in a professional manner to all parties involved
  • Manages complex customer situations promptly and professionally meeting commitments for service and assistance
  • Embraces ongoing process development and beneficial change to identify best solutions
  • Ensures each Coordinator understands the duties, policies and procedures of their job and provides feedback to training and assists in the development of training materials and procedures
Qualifications for customer service manager
  • Ability to get along with others and work within a team environment
  • Ensure external customers experience an “ease to do business with us”, by ensuring a fast and reliable access to order status and delivery confirmation
  • Act as a business partner and key contact for internal customers
  • Delivering of client KPI meetings to the individually agreed frequency
  • Resolving of any complaints or service issues identified, within a mutually agreed timescale and corrective action plan
  • Identifying innovation and best practice improvement opportunities across the portfolio
3

Customer Service Manager Job Description

Job Description Example
Our growing company is hiring for a customer service manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer service manager
  • Write comprehensive communications for distribution to internal staff, and contractor network
  • Performs all necessary managerial functions to effectively and efficiently manage the personnel assigned
  • Analyze relevant data to determine customer service outputs, trends
  • Analyze inquiry trends on repeat and/or negative customer call drivers, and make recommendations to improve the quality of service and process
  • Coaching, developing and motivating employees to achieve a high level of performance
  • Responsible for the staffing of the department with competent, trained and motivated employees
  • Interfaces with customers to resolve problems that fall outside of company procedures
  • Develops rigourous procedures to ensure compliance to AS9100
  • Maintains and delivers statistical data on department performance
  • Serve as a key resource for internal partners on customer service projects and initiatives
Qualifications for customer service manager
  • Travel to other auction sites within the region
  • Comprehensive knowledge of the field's policies, procedures, and practices
  • Bachelor’s degree in Construction, Business or other related field or have 1-3 years’ experience in a similar position with a high-volume homebuilder
  • Four years direct experience in progressively responsible positions with a production homebuilder
  • Flexibility in working hours is a must, as this vacancy is to cover the Late shifts
  • Strong verbal and written communication skills excellent listening skills
4

Customer Service Manager Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of customer service manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service manager
  • Establishing and maintain industry relations, provide assistance to support groups to improve procedures, products, and systems used by the staff, and perform management functions (interviewing, hiring, reviewing, scheduling, monitoring, developing associates)
  • Manages all aspects of assignment process to ensure timeliness in contractor reporting
  • Manages and monitor staff to ensure high levels of customer service
  • Monitors and analyzes report data to effectively/efficiently manage critical department functions
  • Resolves escalated issues within the customer service and call center departments
  • Communicates with contractors and clients regarding program compliance
  • Communicates necessary information to employees on a timely basis
  • Evaluates staff attendance and performance
  • Interviews prospective employees
  • Works with IT Department to enhance or design applications as needed for improving processes
Qualifications for customer service manager
  • Knowledge of SAP CRM, SAP Contact Center and Verint WFO desired
  • 8 years’ experience in customer service in a corporate setting
  • Proven track record in a metrics and quality driven environment and in using data to drive change and improvement
  • Experience in Establishing metrics, goals and objectives for the Customer Service team that support strategic initiatives
  • Experience in Assisting representatives in translation of customer expectations into working solutions including resolution of issues and problems regarding shipment options, credits, transportation, pricing, and invoicing
  • Experience in Analyzing key data to provide relevant, timely and accurate information that drives informed business decisions
5

Customer Service Manager Job Description

Job Description Example
Our company is looking to fill the role of customer service manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer service manager
  • Monitor, reviews progress and accuracy of work of staff
  • Initiate and communicate personnel actions including hiring, performance appraisals, disciplinary action, and scheduling and overtime approval
  • Interpret and ensure consistent application of established policies and procedures
  • Plan and schedule work load based on the amount of incoming calls, orders to be entered and credits to be processed
  • Create and implement plans to improve sales, customer relationships and internal team building
  • Helping to develop and implement customer service policy
  • Finding ways to measure customer satisfaction and improve services
  • Managing a team of customer service staff - local and remotely
  • Liaise between Customer Service and other functional departments to ensure collaboration and support
  • Create and implement a department strategy based on organization goals
Qualifications for customer service manager
  • Should have technical and procedural applications of the customer operations call center, managing all activities associates with customer operations, including developing and implementing policies and procedures on systems and the flow of information, and establishing and implementing performance/service standards to ensure productivity meet or exceed service and quality standards
  • Impeccable organizational and team leadership experience aligned to the expectations and scope of this position
  • We’re constantly changing and we move quickly
  • You work well with others (because you want to) and it’s one of our greatest values
  • You’re organized and you place significant value on execution excellence and have the record to prove it
  • You have analytical strength and detail-orientation, as this is at the core of running the business

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