Customer Service Manager

Summary: The Customer Service Manager is responsible for overseeing the Customer Service Department, ensuring efficient order processing, timely resolution of customer inquiries and sales issues, and smooth departmental operations. This role involves close collaboration with various departments to manage inventories, address shipping and product-related queries, handle complaints, and manage credit matters.

Key Responsibilities:

  • Collaborate with the production scheduler to address product and inventory requirements.
  • Ensure prompt and accurate order entry.
  • Provide guidance on resolving issues related to overdue accounts and unresolved deductions.
  • Work with the sales team to manage aged and excess inventory.
  • Manage broker and customer programs effectively.
  • Enhance the overall customer service experience, cultivate engaged customers, and foster organic growth.
  • Take ownership of customer issues, ensuring problems are resolved satisfactorily.
  • Develop service procedures, policies, and standards.
  • Analyse data and prepare accurate reports.
  • Recruit, mentor, and develop customer service representatives, creating an environment for their success through encouragement and empowerment.
  • Adhere to and manage the approved budget.
  • Maintain an organised work flow based on priorities.

Supervisory Responsibilities: This role involves direct supervision of both a supervisor and non-supervisory employees in the Customer Service Department. The responsibilities include providing overall direction, coordination, and evaluation of this unit in accordance with organisational policies and applicable laws. This includes interviewing, hiring, training, performance appraisal, reward and discipline, and addressing complaints and problem resolution.

Qualifications: To excel in this role, an individual should meet the following qualifications:

Education and Experience:

  • Proven work experience as a customer service manager, retail manager, or assistant manager.
  • Experience in providing customer service support.
  • Excellent knowledge of management methods and techniques.
  • Proficiency in customer service software, databases, and tools.
  • Strategic thinking and leadership abilities.
  • Strong client-facing and communication skills.
  • Advanced troubleshooting and multitasking skills.
  • A bachelor’s degree in a business-related field is preferred.

Language Skills:

  • Proficiency in reading and interpreting documents such as safety rules, operating instructions, and procedure manuals.
  • Ability to write routine reports and correspondence.
  • Effective oral communication skills when addressing groups of customers or organisation employees.

Mathematical Skills:

  • Ability to perform calculations involving discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
  • Proficiency in applying basic algebra and geometry concepts.

Reasoning Ability:

  • Capability to apply common sense understanding to execute instructions provided in written, oral, or diagram form.
  • Ability to handle problems involving several concrete variables in standardised situations.

Computer Skills:

  • Knowledge of accounting software, internet tools, inventory software, order processing systems, spreadsheet software, and word processing software.






Leave a Reply

Your email address will not be published. Required fields are marked *