Must be bilingual - English/Spanish|Great opportunity to lead a growing customer service team for a growing company
About Our Client
We are seeking an experienced and dynamic Customer Service Manager to lead and manage our customer service department. The ideal candidate will have a strong background in customer service, preferably within a manufacturing environment, and possess excellent leadership, communication, and problem-solving skills. This role requires a proactive approach to enhancing customer satisfaction, optimizing service processes, and building a high-performing team.
Job Description
Team Leadership and Development:
Lead, mentor, and develop a team of customer service representatives to deliver exceptional service.
Conduct regular training sessions to improve team performance and product knowledge.
Set performance goals, monitor progress, and provide regular feedback and evaluations.
Customer Interaction:
Oversee the handling of customer inquiries, complaints, and feedback in a professional and timely manner.
Ensure all customer interactions are logged and tracked accurately in the CRM system.
Resolve escalated issues and complaints by identifying root causes and implementing effective solutions.
Process Improvement:
Analyze customer service processes and workflows to identify areas for improvement.
Develop and implement strategies to enhance service efficiency and effectiveness.
Collaborate with other departments to streamline operations and improve customer satisfaction.
Performance Metrics:
Establish and monitor key performance indicators (KPIs) to measure the effectiveness of the customer service team.
Prepare and present regular reports on customer service metrics and trends to senior management.
Utilize data and feedback to make informed decisions and drive continuous improvement.
Customer Relationship Management:
Build and maintain strong relationships with key customers and stakeholders.
Develop customer loyalty programs and initiatives to increase customer retention.
Ensure customers receive timely updates on product information, order status, and any changes affecting them.
Product and Market Knowledge:
Stay informed about the company's products, services, and industry trends.
Provide insights and feedback to product development and sales teams based on customer interactions.
Represent the customer perspective in cross-functional meetings and projects.
MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.
The Successful Applicant
Bachelor's degree in Business, or equivalent customer service experience
Must be bilingual in English/Spanish
Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role.
Experience in the manufacturing industry is highly preferred.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Proven ability to handle customer complaints and resolve conflicts.
Proficiency in using CRM software and Microsoft Office Suite.
Strong analytical and problem-solving abilities.
Ability to work in a fast-paced and dynamic environment.
What's On Offer
Target compensation for the Customer Service Manager is $90,000 - $120,000 base salary.
Contact: Clayton Hamilton
Quote job ref: JN-062024-6458421
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Appliances, Electrical, and Electronics Manufacturing, Industrial Machinery Manufacturing, and Manufacturing
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