Customer Service Manager manages a team or unit of customer service representatives and ensures service levels are met or exceeded. Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. Being a Customer Service Manager monitors and measures service metrics and utilize to develop standards, improvements, or changes to process. Makes recommendations for changes to products or services based on customer feedback and requests. Additionally, Customer Service Manager typically requires a bachelor's degree or equivalent. Typically reports to a director. The Customer Service Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Customer Service Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Find your career at MWI Components!
At MWI Components, Customer Service is one of our Four Fundemental Drivers that is the heart of what we do. The Customer Service Manager is a Professional on our team that puts relationship building first. At the core, this role ensures that our customer service team has what they need to process orders efficiently, ensure accurate order details, respond to customer questions, and collaborate for continuous improvement.
MWI Components is a one-stop shop located in Spencer, IA that manufactures and distributes a wide variety of building products. Our customer base reaches all 50 states and Canada. Our products are found in the construction of metal-clad post frame buildings, equestrian complexes, garages, storage buildings, commercial buildings, steel frame and residential buildings.
See what MWI is about https://www.mwicomponents.com/apply
The Role:
The Customer Service Manager oversees the Customer Service Team in all aspects of the customer relationship process. This includes personnel management, employee attendance & performance, order entry process, and building outside sales representative relationships.
Responsibilities:
1. Maintaining policies, procedures and practices relating to the management of all customer service functions.
2. Manage the customer credit application process and ensure individual customer limits are set and proper supporting documentation exists (i.e. W-9, sales tax exempt certificate, etc.)
3. Prepare and analyze order entry for completion and correctness.
4. Foster and lead the daily operations of the Customer Service Team.
5. Engage the Customer Service Team to be relationship partners.
6. Schedule the Customer Service Team according to business needs.
7. Handle complex and escalated customer service issues and communicate perceived or actual future issues back to the management team.
8. Identify and implement strategies to improve quality of service, productivity and profitability.
9. Understand and effectively communicate the overall impact customer service has on revenue, retention and customer satisfaction while promoting a positive culture and staying committed to the success and well-being of MWI Components.
10. Liaise between MWI and the customer to provide the process and process information in response to inquiries, concerns, and requests about products and services.
11. Participate in cross functional teams to ensure continuous on-going improvement of processes, methods, productivity and quality, while reducing costs.
Qualifications:
SEE WHAT OUR CULTURE IS ALL ABOUT! https://www.mwicomponents.com
MWI Components is an equal opportunity employer.
JOIN OUR TEAM TODAY! https://www.mwicomponents.com/apply
Job Type: Full-time
Benefits:
Schedule:
Work Location: In person
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