Responsibilities:

• Lead and supervise the customer service team of 4 employees, providing guidance and support.
• Train, mentor, and develop customer service representatives.
• Motivate and inspire the team to achieve high performance and customer satisfaction.
• Conduct performance evaluations and provide feedback to team members.
• Recruit and hire customer service representatives as needed.
• Oversee daily customer service operations, ensuring efficient and effective handling of customer inquiries and issues.
• Implement and maintain customer service policies and procedures to ensure consistent high-quality service.
• Develop and implement customer service strategies to improve customer satisfaction and retention.
• Monitor and analyze key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores (CSAT).
• Identify areas for improvement in customer service processes and implement solutions.
• Mastery of ERP functionality and reporting.
• Build and maintain strong relationships with customers.
• Handle customer escalations and complex service issues in a timely and professional manner.
• Respond to customer inquiries and complaints in a timely and effective manner.
• Gather and analyze customer feedback to identify areas for improvement.
• Represent customer needs and concerns to internal stakeholders.
• Produces and analyzes statistical reports specific to customer satisfaction and forecasting/planning.
• Ensure compliance with company policies and industry regulations.
• Partner with Quality department to ensure compliance to our systems such as complaints.
• Maintain accurate records of customer interactions and service issues.
• Participate in quality assurance activities and audits.
• Stay up-to-date on industry trends and best practices in customer service.
• Collaborate with sales, marketing, product, and other teams to improve the customer experience.
• Communicate customer feedback and issues to relevant departments to facilitate problem-solving.
• Work with other departments to ensure smooth order processing, shipping, and delivery.
• Lead cross functional teams to work through customer issues. This includes proactively communicating with external and internal teams, providing direction and oversight to the team members and ensuring customer and business needs are ultimately met.
• Collaborate with Sales, Product Management, and Operations in facilitating the forecasting

Requirements:

• Bachelor’s degree (B. A.) from four-year college or university
• Five years of Customer Service Manager experience with a global manufacturer
• Must have obtained a minimum of five (5) years previous experience leading the customer service function in a customer-centric organization.
• Experience supporting international customers is required.
• Experience using Salesforce for document management, creating reports, and automation is highly preferred.
• Must have experience managing a team of Customer Service Representative
• Ability to analyze process and eager to implement process improvements
• Knowledge of international shipping and tariffs