Customer Service Manager
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Accentuate Staffing is recruiting for a Customer Service Manager to join a dynamic life sciences and distribution company in Cary, NC. This position reports to the Director, Supply Chain & Customer Service, and is responsible for leading the execution of strategic and operational Customer Service activities. This is a Direct Hire opportunity!
Responsibilities:
- Ensure professional, timely process for receiving customer orders, processing them for delivery, and invoicing the customer to consistently meet customer expectations and desired business results
- Ensure prompt resolution to any and all customer issues to include identification of root cause and implementation of corrective & preventative actions
- Establish & maintain standard operating procedures to provide a foundation for consistently delivering customer service levels that meets both external and internal requirements
- Coordinates efforts with commercial, supply chain, and finance to meet both customer satisfaction and business objectives. Provides a link from the customer back through the internal operation by sharing customer feedback and staying abreast of customer needs
- Leverage formal project management methods to identify and lead the implementation of operational improvements projects
- Develop and lead annual distribution of Customer Effort surveys
- Establish and evolve appropriate KPI’s to measure customer service performance (i.e. OT Shipment, Perfect Order, etc.)
- Exhibits competencies in managing and leading team members to deliver benchmark levels of customer service. Performs role of a leader by motivating, inspiring others to perform well, while displaying passion and optimism regarding the business
- Evaluates subordinates’ performance via internal/external customer feedback and provide guidance & feedback to sustain a high level of performance
- Leverages data and analytics to identify cost savings and investments opportunities
Requirements:
- Minimum work experience of 8 years in Customer Service with a minimum of 3 years in a supervisory role
- Minimum of 7 years working with ERP systems (Preferably Microsoft Dynamics) and 3 years working with Sales Force.com
- Minimum education of Bachelor’s degree in Business, Supply Chain, Materials Management, or related field
- Minimum of 3 years of formal project management experience
- Demonstrated experience leading a distributed work force
- Works effectively with cross-functional teams
- Above average Microsoft office skills specifically Excel
