Customer Service Manager
Florida, Tampa-St. Petersburg-Cl
POSITION OVERVIEW: The Customer Service Manager will focus on all aspects of customer satisfaction and care while providing direct leadership to the customer service team. The qualified candidate will lead a staff that supports all aspects of Customer interactions including quotations, solicitation of customer application detail, order processing and order management from initial quotation through invoicing as well as the post-sale service of existing products in the field. This includes interfacing with Customers, Regional Sales Teams, our network of Sales Representatives and the internal Application Engineering, Operations and Finance teams. This is not a call center type of Customer Service leadership role.
Responsibilities include, but are not limited to:
: Contribute to team efforts by building and maintaining strong business relationships with new and existing customers through established service standards.
: Develop and implement customer service policies and procedures.
: Maintain and train customer service coordinators.
: Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis.
: Plan, prioritize and delegate work tasks to ensure proper functioning of the team.
: A liaison with outside sales representatives, service personnel, inside sales engineers and production departments.
: Provide feedback to customers and colleagues on stocking levels, order status, order tracking, service contract and repair order status, etc.
: Handle order demands and assist technically in ensuring orders are processed accurately
: Identify and implement strategies to improve quality of service, productivity and profitability.
: Perform any other duties or responsibilities as requested by Supervisor
: Producing domestic and international shipping documents
: Strong written and verbal written communication skills.
: Excellent problem solving and time management skills.
: Ability to effectively multi-task in our fast-paced environment.
: Provide a high level of professionalism and well with other team members.
: Ability to work accurately with numbers and have an excellent attention to detail.
: Proficient computer skills in MS Office, customized database, and service support programs.
: 10+ years in a customer service support role with-in a technical environment.
: 5+ years supervisory experience
: Bachelors Degree in Business Administration or a related field preferred. Applicants with equivalent experience in lieu of a degree will be considered.