Manager Customer Service Job Description

Manager Customer Service Job Description

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Manager customer service provides quality oversite for all the company's technology programs in compliance with all regulations and industry standards.

Manager Customer Service Duties & Responsibilities

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

Sample responsibilities for this position include:

Responsible for the staffing, coaching, training and motivation of the Customer Service Team
Report team results to Senior Management in a timely manner and provide clear communication about customer service issues and their resolution
Provide strong leadership role in the development of empowered teams
Provide leadership and coaching to direct reports by modeling appropriate leadership techniques, providing employee feedback though effective performance management practices, ensuring employee skill and leadership development, and conducting regular one-on-one meetings
Mentor and coach leaders in team development and process knowledge, including approval and coaching on employee issues and managing involvement in cross functional teams
Ensure staffing requirements are met through staffing, championing process improvements, and developing employee retention initiatives
Serve as a key resource for internal partners on customer service projects
Travels, as necessary, to represent adidas and the Customer Satisfaction Department, to semi-annual sales meetings, regional sales meetings and trade shows, , meetings with customers – reporting back to the CS Director and CS Manager Sr
Prepares written warnings, probationary developmental action plans and offers disciplinary counselling up to and including termination, if required
Supports and assists the Credit/Claims Departments in account related matters such as new account issues

Manager Customer Service Qualifications

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

Licensing or Certifications for Manager Customer Service

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

Education for Manager Customer Service

Typically a job would require a certain level of education.

Employers hiring for the manager customer service 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 Manager Customer Service

Desired skills for manager customer service include:

Comply with Bank and industry codes of conduct and with securities laws and regulations
Asset
Financial products and services
Excel
SAP
Company's Operations
Company's internal and external quality goals and standards
Company's products and service offerings
Continuous improvement processes
Wholesale distribution industry and supply chain management principles

Desired experience for manager customer service includes:

Managing the inbound work flow specifically based around incoming calls to deliver consistent customer service excellence
Working within recognised service levels and standards
Ensuring that a full understanding of client requirements are taken in a detailed and consistent manner
Manage expectation to the clients requirements to deliver a tailor made service
Perform and deliver against agreed service levels and KPI's accordingly
Report on your teams performance through weekly 121 meetings

Manager Customer Service Examples

1

Manager Customer Service Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of manager customer service. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager customer service
  • Identification and elimination of barriers to accuracy, efficiency, and quality
  • Lead team communications regarding metric results, policy adherence, and process consistency
  • Enable a self-driven, customer-focused and innovative team
  • Leading and developing associates
  • Successful leadership and development of a team of 20-25 team leads and associates
  • You will lead team communications regarding metric results, policy adherence, and process consistency
  • Lead a team that has a positive impact on the customer experience
  • Enjoy the support of a strong, diverse peer group
  • Become involved in projects where you will have the freedom to try bold new ideas
  • Encourage others to realize their full potential
Qualifications for manager customer service
  • Education in Business Administration, Economics or related
  • Customer service oriented, positive and proactive personality
  • Stress tolerance and Decision making skills
  • Fluent command of both spoken and written English
  • 4 year college degree preferred, at least 2 years of relevant work experience may substitute
  • Flexibility to work afternoons/evenings and Saturdays
2

Manager Customer Service Job Description

Job Description Example
Our innovative and growing company is looking for a manager customer service. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for manager customer service
  • Manage departmental Team Leaders, ensuring that performance, behaviour and conduct targets are achieved
  • Monitor and evaluate the performance of the operational department against business targets, in order to ensure that KPI, revenue and business goals are achieved
  • Create and sustain a positive team environment, displaying high levels of motivation and driving communication across the department
  • Support Team Leaders in managing all aspects of attendance, performance and behaviours within the operational department
  • Monitor monthly performance levels, ensuring that appropriate plans are in place to manage under performance
  • Monitor trends in order to identify where business improvements can be made, taking ownership for problems found and the solutions
  • Promote a coaching culture, ensuring that development activity in support of business objectives is taking place across the operational department on a monthly basis, and coaching and 1-2-1 activity is completed and recorded correctly
  • Develop our customer service activities, focusing on increased automation, increased customer satisfaction and improved operational efficiency
  • Manage front line Enquiry to Delivery activities for standard, export and special products including
  • Ensure the efficient use of standard IT and global platforms for quotations, orders, quality and services
Qualifications for manager customer service
  • Staffing (Hiring) experience
  • The selected candidate will reside and support the Maui station but must be willing to assist at any of the other stations on various Islands when necessary
  • In-depth knowledge of planning and analysis
  • Possesses intellectual curiosity
  • Quality of work- Consistently provides the highest quality service
  • Bachelor's Degree or the equivalent of 5 or more years related experience
3

Manager Customer Service Job Description

Job Description Example
Our innovative and growing company is looking for a manager customer service. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager customer service
  • Keep manager aware of significant issues or concerns identified during routine activities
  • Oversees daily activities of Customer Service Operations
  • Interacts with Management to ensure smooth coordination of production workflow
  • Enacts contingency plans as needed
  • Ensures staffing levels are maintained with the proper employee mix
  • Develops, implements and reviews ongoing performance results to targets
  • Monitoring random calls to improve quality
  • Minimize errors and track operative performance
  • Participates in daily, weekly, monthly, and annual planning process as appropriate
  • Maintains a favorable working relationship with all company employees to foster and promote a cooperative working environment
Qualifications for manager customer service
  • Working knowledge of Situational Leadership techniques and whole message model or equivalent
  • Previous experience of similar position within the Security Industry
  • Management quaifications
  • Maintain a clean, valid driver's license
  • Work indoors and outdoors year-round, and climb on and off large equipment and trucks
  • Because we're an event driven company, we'll need you to work regular overtime, including weekend hours, at 4 onsite auctions
4

Manager Customer Service Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of manager customer service. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for manager customer service
  • Analyze various processes in the department to identify, recommend, and implement changes to improve the quality and efficiency of service
  • Become the "go-to" for questions on the features and functions of all products
  • Plan, organize, direct, manage, and evaluate the customer service activities
  • Evaluate team structure and processes
  • Establish key team metrics
  • Serving as a subject matter expert and resource for the Card Services line of business
  • Creating and implementing programs and plans that support the strategic objectives of the call center
  • Planning required staffing, schedules, and service level results across multiple product lines and multiple sites in partnership with Workforce, Finance, HR, and Training & Organizational Development
  • Managing call center service level results across multiple product lines using budget, forecasting, resource allocation, and best practices
  • Establishing and overseeing new procedures to address areas requiring improvement, creating and implementing programs and plans that support the balance of production and quality, and developing customer educational programs and acting as a customer service advocate
Qualifications for manager customer service
  • Minimum of 5-7 years of experience in call center leadership
  • Extensive experience on a customer service team, including a strong working knowledge of customer service processes, policies, techniques, and applicable regulations
  • Working knowledge of Microsoft Windows and Office suites
  • Experience with CRM systems, Workforce Management, and call routing technologies a plus
  • Excellent decision-making abilities and ability to apply information
  • Reliable, flexible, proactive, team player and highly motivated
5

Manager Customer Service Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of manager customer service. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for manager customer service
  • Participates in Danaher Business Systems, including Daily Management
  • Ensure customer service excellence by developing skill sets of Customer Service Staff
  • Resolve customer service issues while balancing business needs with customer expectations
  • Establish and maintain effective training procedures in all areas of responsibility
  • Ensure effective and thorough training for all new employees
  • Collect information and prepare departmental reports
  • Analyze reports, identify trends, and implement process improvements
  • Establish and maintain effective relationships with customers, management, co-workers, subordinates
  • Develop and maintain effective communications and relationships with sales/marketing
  • Provide continual performance feedback to all employees in areas of responsibility
Qualifications for manager customer service
  • Previous use of a ERP or CRM system advantageous
  • Experience in Evaluation of customer service for inefficiencies and eliminates non value-added costs/services
  • Demonstrated people leadership experience through direct leadership and coaching/mentoring roles
  • 5+ years of leadership experience, preferably in a client service environment
  • Must have 3PL experience
  • Must have managed others

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