Job Description
Manage a team of customer service representatives to enhance customer loyalty and satisfaction. Ensure seamless customer experience, build strong relationships, and maintain streamlined processes. Collaborate with operations to meet customer expectations and align resources. Manage escalated customer issues, day-to-day operations, and customer vendor managed inventory programs. Actively contribute to sales budgets and forecasts for key accounts. Ensure customer service processes, standards, and metrics are adhered to in support of the company
s customer-centric strategy.
Key Responsibilities:
Lead, mentor, and coach the customer service team to ensure performance standards are met.
Build and maintain strong customer relationships by addressing service needs, providing innovative solutions, and maintaining a streamlined customer experience.
Collaborate with Operations/Supply Chain to ensure customer expectations are met and exceeded, aligning resources to customer requirements.
Manage escalated customer issues, including complaints and service discrepancies, ensuring corrective actions are communicated.
Oversee the day-to-day operations of the team, ensuring compliance with health and safety standards and company policies.
Support and manage customer Vendor Managed Inventory programs and ERP systems, ensuring seamless order management.
Actively contribute to sales budgets and forecasts for key accounts.
Ensure all customer service processes, standards, and metrics are adhered to in support of the company’s customer-centric strategy.
Requirements:
Bachelor’s Degree preferred.
3+ years of experience in customer service or a related field.
Ideally experience working in a regulated environment.
Strong leadership, communication, and technical knowledge of products, order management systems.
Benefits include:
Pension
Healthcare
Flexible start and finish times