Customer Service Manager
We are searching for an experienced Customer Service Manager at our Wilmington, NC facility.
Primary Duties and Responsibilities:
- Supervises and coordinates activities of customer service associates and detailers.
- Communicate customer service objectives to customer service associates. Setting customer service goals for team members.
- Compile data to make assessments of their departments progress and coordinating with upper management to find ways to enhance their customer service objectives among their employees.
- Complete biannual performance reviews for customer service associates
- Communicating consistently: 1on1s with direct reports, team huddles, & other leaders across the organization.
- Working along customer service trainer to develop team members and fine tune training program for new hires and existing customer service associates and detailers.
- Hire and onboard customer service associates.
- Determines work procedures, prepares work schedules, and expedites workflow.
- Studies and standardizes procedures to improve efficiency of direct reports.
- Maintains harmony among workers and resolves grievances.
- Monitors productivity of customer service associates and detailers and generates reports.
- Makes necessary changes in staffing based on revenue projections and business needs.
- Maintains Purchase Order Log distribution system.
- Maintains job assign/job sort system.
- Monitors internal cost of quality reporting system to observe employee skill level, training requirements, technical accuracy, and conformity to company policies and procedures.
- Monitoring production deadlines.
- Implementing quality improvement initiatives to reduce rework.
- Approving expenditures.
- Approving paid time off (PTO)
- Approving weekly payroll and managing OT
Required Qualifications:
- Ability to calculate figures and amounts such as discounts, commissions, proportions, percentages. Ability to apply concepts of basic algebra and geometry.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Hiring, firing, promoting, enhancing, & developing the team.
- Humbly & consistently coach direct reports through metrics and 1on1s to inspire, motivate, and build trust.
- Hold direct reports accountable using metrics.
- Think strategically to maximize team success by knowing where to put team members based on their strengths.
- Competency requirements:
Priority setting
Decision quality
Conflict management
Perseverance
Approachability
Understanding others
Process management
Salary, Exempt
Annual Salary
Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
\*\*Please no Third-party candidates or phone calls\*\*