Customer service manager
the customer service manager is responsible for ensuring customer satisfaction across the organization while maintaining optimal operational costs. This role oversees effective demand management through robust processes and a well‑trained, motivated team. The manager ensures timely responses to customer needs, on‑time delivery performance, clear communication, and proactive management of customer concerns, maintaining finished goods inventory at appropriate and safe levels.
educational requirements: bachelor’s degree required. Minimum 5 years of experience in customer service, demand management, or supply chain. At least 2 years of experience in a management or leadership role. Advanced english experience in a harness manufacturing company (essential).
skills and competencies: extensive experience in core customer service processes; proficiency in bpcs and advanced knowledge of microsoft excel; strong organizational, analytical, and problem‑solving skills; excellent communication and interpersonal abilities; proven ability to coach, develop and motivate teams; results‑oriented with a continuous improvement mindset.
key responsibilities
* responsible and accountable for: managing a team of account coordinators and team leads.
* ensuring accurate and timely loading of customer demand and maintaining the sales forecasting process.
* overseeing on‑time and cost‑effective processing of ship tickets.
* driving on‑time delivery improvements and following up on past‑due elimination.
* identifying customer escalations and coordinating timely internal responses.
* monitoring demand variations and ensuring proper alignment with production and logistics.
* coordinating cost recovery efforts (premium freight, excess & obsolete inventory, overtime, etc.) resulting from demand fluctuations or cancellations.
involved and consulted on
* recruitment and hiring processes for the customer service department.
* continuous improvement initiatives related to customer satisfaction and operational efficiency.
* development and implementation of overall customer service team strategies.
* new customers or part launches, ensuring smooth communication and transition with internal and external stakeholders.
customer service center manager - store operations
summary
provides effective leadership and professional operations management. Creates and maintains a healthy and productive environment for all contact center employees, guaranteeing fair, consistent, equitable treatment in a safe environment, operating efficiently and balancing costs and quality performance.
continually upgrades personal knowledge of contact center technology and makes improvement recommendations.
responsibilities
* develops, manages and motivates a strong, effective management team with focus on continual improvement and employee involvement.
* maintains and improves contact center operations by monitoring performance.
* prepares, manages and reviews department's budget and p&l reports.
* writes performance reviews, provides mentoring, coaching and motivation to staff.
* designs and implements planning activities that ensure a successful operation including business forecasting, internal & external client communications, and adherence to policies and procedures.
* maintains up‑to‑date knowledge of industry developments and management knowledge to share with staff.
requirements
* level of formal education: a bachelor's degree (ba, bs) or equivalent.
* area of study: business administration, computer science.
* years of experience: more than seven years.
* type of experience: customer service, contact center management / technology, management.
* special certifications or technical skills: budgeting, p&l, contact center technology, bilingual, problem solving, people skills, people management, customer service, process improvement; oral and written communication skills.
* other/preferred: master's degree or equivalent experience, project management, contact center certification.
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