Growing manufacturing company in Huntington Beach seeking experienced Customer Service Manager to add to their team. This is a direct hire position with great salary and benefits.
In this role you will be responsible for directing, developing and managing the day to day activities of the North American Customer Service Department. This involves taking ownershipand becoming personally involved in all strategic projects relating to managing the Customer Service Department. Also, develops a positive and pro-active customer service attitude in all team members. SUMMARY:
Provides strategic leadership to the department on implementation, adoption, and usage of key technology tools including Salesforce Service Cloud and Enghouse communication platform.
Utilizes metrics from key technology platforms to manage the department; establish and monitor performance and development goals, assign accountabilities, set objectives and priorities.
Develops & manages key KPI’s of the Customer Service dept. and implement corrective actions as needed.
Actively engages and coordinates with customers making accurate and timely decisions based on customer needs / business requirements.
Monitors and facilitates the identification of call trends and innovative measures.
Ability to work proactively and collaboratively with members of other departments and in cross-functional teams.
Training and control of company procedures and customer service protocol.
Guidance and processing of returns, pricing, and credit issues.
Provides input to facilitate production schedules to meet customer requirements.
Manages the Available to Ship and Available to Promise systems to obtain accurate inventory data.
Identifies and implement strategies to improve quality of service, productivity and profitability within customer service processes.
Must be able to work with management, customers and distributors, and have complete focus on customer service.
Bachelor’s Degree in related field a MUST
5+ years previous Customer Service Management experience.
Ability to think strategically and to lead teams.
Excellent knowledge of customer service software and CRM management experience required. Salesforce preferred.
Superior knowledge of management methods and techniques.
Awareness of industry’s latest technology trends and applications.
Strong client-facing and communication skills.Clear communicationin English.
Advanced troubleshooting and multi-tasking skills.
Proficient in MS Word, Excel, Microsoft Office, & Power Point.Basic knowledge of the AS-400 system.
Effectively interact with members of all cross-functional departments with the utmost professionalism.
Write clear and concise email correspondence.
Ability to handle heavy workload and changing priorities.
Ability to handle multiple, rapidly changing and conflicting priorities with an attention to detail.
Possess the ability to accept constructive feedback.
Must be results focused and oriented toward accomplishment of team and company goals.
To apply: Send resume as MS Word doc to firstname.lastname@example.org for immediate consideration