Customer Service Manager manages a team or unit of customer service representatives and ensures service levels are met or exceeded. Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. Being a Customer Service Manager monitors and measures service metrics and utilize to develop standards, improvements, or changes to process. Makes recommendations for changes to products or services based on customer feedback and requests. Additionally, Customer Service Manager typically requires a bachelor's degree or equivalent. Typically reports to a director. The Customer Service Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Customer Service Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Summary / Objective
The Customer Service Manager is responsible for managing the customer relationship as well as the leadership of administrative employees in the warehouse facilities.
What a typical day will look like :
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Drive standardization of these processes across all customer business units
Supervisory Responsibility :
Customer Service Reps, Inventory, DS, and other office employees
Work Environment :
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
May have some exposure to the warehouse environment.
Physical Demands :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls;
reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.
Position Type / Expected Hours of Work :
Hours vary based on business needs of the individual business unit
Required Education and Experience :
Bachelor's Degree and 3-5 years' experience or 5 years experience leadership and warehousing experience
Other Duties :
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Duties, responsibilities and activities may change at any time with or without notice.
Last updated : 2024-04-23
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