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Customer Service Manager

In United States

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Customer Service Manager   

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JOB TITLE:

Customer Service Manager

JOB TYPE:

JOB SKILLS:

JOB LOCATION:

Nashville, TN United States

JOB DESCRIPTION:

 Manages and integrates team of customer support representatives supporting customer accounts. This position will help develop Teammates and establish goals and objectives for the team to ensure resources are in place for operational excellence. Customer support is critical to effectively to meet established business goals. This position will work closely with Sales Management as well as Collaborative Forecast Partners Management. The Senior CS Manager will closely manage monthly performance and forecast accuracies. The Manager leads the day-to-day team charged with increasing customer satisfaction, exceeding our customer's expectations while meeting or exceeding the organizations objectives.

 

  • In alignment with Director of Sales, sets a clear mission and deploys strategies focused on delivering the mission for each customer/account. 
  • Manages, leads, and directs their direct customer support teams with the goal of improving customer service metrics (Order Fill & Satisfaction). 
  • Identifies process gaps and inefficiencies and develops and implements procedures to improve overall efficiency. 
  • Assesses the end-to-end supply chain model throughout the year with the goal of identifying win-win-win solutions with the customers.
  • Collaborates with Sales and Marketing teams to support and manage program goals with customer support team.
  • Actively contributes in monthly meetings with customer support team members and respective collaborative forecast partners focused on 30 day deliverables. 
  • Define and develop work standards and policies to apply to customer support teammates. 
  • Supports staff in complex incidents and customer requests to ensure timely resolution. 
  • Works collaboratively with other Cross functional Managers to assure alignment of overall company objectives. 
  • Work closely with Directors of Sales, and the key account managers to deliver service metrics. 
  • Recruits, hires, mentors, and develops customer service teammates. 
  • Continuous improvement plans Teammate capability to train and develop customer service reps both individually and within teams.
  • Supports continuous improvement for daily process and system automation activities.

 

  • Bachelor's degree in related discipline from an accredited school
  • At least 8 years of related work experience including at least 5 years management or leadership experience.
  • SAP Business expert in the O2C space
  • Excel mastery
  • Supply Chain E2E

Position Details

POSTED:

Nov 29, 2022

EMPLOYMENT:

INDUSTRY:

SNAPRECRUIT ID:

S16589664950628757

LOCATION:

United States

CITY:

Nashville, TN

Job Origin:

OORWIN_ORGANIC_FEED

A job sourcing event
In Dallas Fort Worth
Aug 19, 2017 9am-6pm
All job seekers welcome!

Customer Service Manager    Apply

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 Manages and integrates team of customer support representatives supporting customer accounts. This position will help develop Teammates and establish goals and objectives for the team to ensure resources are in place for operational excellence. Customer support is critical to effectively to meet established business goals. This position will work closely with Sales Management as well as Collaborative Forecast Partners Management. The Senior CS Manager will closely manage monthly performance and forecast accuracies. The Manager leads the day-to-day team charged with increasing customer satisfaction, exceeding our customer's expectations while meeting or exceeding the organizations objectives.

 

  • In alignment with Director of Sales, sets a clear mission and deploys strategies focused on delivering the mission for each customer/account. 
  • Manages, leads, and directs their direct customer support teams with the goal of improving customer service metrics (Order Fill & Satisfaction). 
  • Identifies process gaps and inefficiencies and develops and implements procedures to improve overall efficiency. 
  • Assesses the end-to-end supply chain model throughout the year with the goal of identifying win-win-win solutions with the customers.
  • Collaborates with Sales and Marketing teams to support and manage program goals with customer support team.
  • Actively contributes in monthly meetings with customer support team members and respective collaborative forecast partners focused on 30 day deliverables. 
  • Define and develop work standards and policies to apply to customer support teammates. 
  • Supports staff in complex incidents and customer requests to ensure timely resolution. 
  • Works collaboratively with other Cross functional Managers to assure alignment of overall company objectives. 
  • Work closely with Directors of Sales, and the key account managers to deliver service metrics. 
  • Recruits, hires, mentors, and develops customer service teammates. 
  • Continuous improvement plans Teammate capability to train and develop customer service reps both individually and within teams.
  • Supports continuous improvement for daily process and system automation activities.

 

  • Bachelor's degree in related discipline from an accredited school
  • At least 8 years of related work experience including at least 5 years management or leadership experience.
  • SAP Business expert in the O2C space
  • Excel mastery
  • Supply Chain E2E


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