Customer Service Manager

A Customer Service Manager is responsible for always ensuring the satisfaction of customers. This position will report to the Director of Operations and keep them apprised of all goings on within the Customer Service Department.

Responsibilities

Oversee the daily operations of the customer service department.

Collaborate with sites and field service teams.

Create a reliable customer service team by engaging with customers and fostering customer engagement back to Best Pump and Flow for a more effective relationship.

Create a customer service team that drives loyalty to Best Pump and Flow product.

Process customer orders in a timely manner.

Take ownership of customers issues and follow problems through to resolution.

Interact with customers and handle customer queries and complaints in a timely manner.

Oversee customer warranty requests submitted on products, coordinating with internal company representatives, including RMA process.

Oversee field location support efforts to ensure timely, effective, and thorough responses that enhance customer satisfaction and product loyalty.

Develop and oversee transitional efforts from the external sales team to internal customer support.

Develop service procedures, policies, and standards.

Keep accurate records and document customer service actions and discussions, comments, transactions, and complaints.

Analyze statistics and compile accurate reports.

Provide feedback on the efficiency of the customer service process.

Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

Keep ahead of industry’s development and apply best practices to areas of improvement.

Envelope a process and data collection repository to ensure we understand market pricing for products.

Maintain an orderly workflow according to priorities.

Set a clear mission and deploy strategies focused on that mission.

Oversee the consignment program from deployment to backfill requirements.

Review and verify sales orders for accuracy, completeness, and alignment with customer expectations.

Monitor and maintain the company’s on-time delivery (OTD) performance, driving continuous improvement in this key metric.

Collaborate cross-functionally with Sales, Operations, and Logistic to support customer requirements and delivery commitments.

Develop a deep understanding of customer needs, including product demand patterns, special requirements, and recuring issues.

Perform other duties as required.

Requirements

Proven working experience as a Customer Service Manager.

Experience in providing customer service support.

Excellent knowledge of management methods and techniques.

Proficiency in English.

Working knowledge of customer service software, databases, and tools.

Awareness of industry’s latest technology trends and applications.

Ability to think strategically and to lead.

Strong client-facing and communication skills.

Advanced troubleshooting and multi-tasking skills.

Customer service orientation.

The ability to stay calm when customers are stressed or upset.

Maintain a positive, empathetic, and professional attitude toward customers at all times.

Mental and Physical

Requirements

Able to read, speak and write English.

Ability to use sophisticated computer software programs to achieve job functions.

Sitting – at desk or computer station, standing, walking, speaking, hearing – frequent

Bending/Stooping, twisting, lifting – occasional

Gripping, reaching, writing, fingering (data entry), handling (paper, files, etc.) – frequent

Able to work under stressful conditions at times.

Fine Motor Skills - typing, 10-key, ability to write for extended periods of time.

Communication - phone communication, communication with personnel and vendors

Seeing - able to see the computer screen

Climbing - able to go up and down stairs

Position will require a minimum of 40 hours per week unless otherwise directed by the manager.

This job description should not be interpreted as an exhaustive list of responsibilities or as an employment agreement between the employer and employee. The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification and is subject to change as the needs of the employer and requirements of the job change. Any essential functions of this position will be evaluated as necessary should an employee/applicant be unable to perform the functions or requirements due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the employee/applicant when possible.