Customer Service Manager

We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Service Lead at our roofing supply company. The Customer Service Lead will be responsible for overseeing the customer service department and ensuring excellent service delivery to our clients. This role requires strong leadership skills and exceptional communication abilities.

Job Duties

  • Manage and lead the customer service team to achieve high levels of customer satisfaction and retention.
  • Develop and implement customer service policies and procedures to improve overall customer experience.
  • Train, mentor, and provide guidance to customer service representatives, ensuring they have the necessary skills and knowledge to assist customers effectively.
  • Monitor customer service metrics and generate reports to track performance and identify areas for improvement.
  • Resolve escalated customer complaints and issues in a timely and satisfactory manner.
  • Collaborate with other departments to optimize processes and enhance the overall customer journey.
  • Stay updated on industry trends and market developments to provide valuable insights and recommendations to management.
  • Implement strategies to enhance customer loyalty and promote customer retention.
  • Conduct regular performance evaluations and provide constructive feedback to team members.
  • Ensure compliance with company policies, procedures, and industry regulations.

Requirements:

Proven experience in a customer service leadership role, preferably in the roofing supply industry.

Excellent communication and interpersonal skills.

Strong leadership and team management abilities.

Problem-solving and conflict resolution skills.

Proficiency in customer service software and CRM systems.

In-depth knowledge of roofing materials, products, and industry terminology.

Ability to multitask, prioritize, and work under pressure.

Detail-oriented with strong organizational skills.


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