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Customer Service Manager-Manufacturing

Staffmark Perris, CA
  • Posted: over a month ago
  • $55,000 to $65,000 Annually
  • Other

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Great company looking for CSR Manager on a Direct Hire basis!

Send your resume to IEProfessional@staffmark.com for consideration!

The basic function of the CSR Manager, is to provide leadership and management oversight of a team of Customer Care Team Members within the company's Customer Care organization. The Manager, Customer Care position directs the day-to-day activities of a team of experienced, and geographically disbursed Customer CareTeam Members. This team is responsible for processing/entering customer orders, providing order status updates throughout the product delivery lifecycle and resolving complex customer issues in a timely and professional manner, such that the company is able to deliver an exceptional Customer Experience and achieve its financial and operational goals/objectives. The Manager, Customer Care is also responsible for supporting the efforts of the outside sales team, as well as promoting an account management/up-sell culture within his/her own Customer Care organization. In addition to the responsibilities outlined above, the Manager, Customer Care also serves as a go-to resource for issue resolution and provides escalation support to team members.

Send your resume to IEProfessional@staffmark.com for consideration!

Key Activities:
Provides general day-to-day direction and guidance to team of CCAM's/CCTM's/CCSTM's (some of which may be remote).Assists in distributing workload and ensuring that work is balanced amongst team members.Plays an active role in assisting CCTMs with key job duties, such as order entry/processing, invoicing, pricing, etc. Engages with employees to assist in driving resolution to issues that arise throughout the course of the day.Serves as external escalation point of contact for customers (ie…complaints, pending issues, etc), as well as internal escalation point of contact for department. Hires and trains new employees, while continually coaching and developing existing employees.Provides on-going feedback to team members specific to performance and is responsible for continually upgrading talent in order to build a world-class Customer Care team. Takes corrective action steps with team members not meeting job requirements/expectations. Operates and supports a metrics-driven culture where KPIs are used to measure individual and team performance. Examples include: order quality, productivity, Customer Satisfaction, etc. Plays a lead role in the development of processes/procedures that support the Customer Care and company-wide vision, mission and values.Drives a culture of Customer Excellence and Customer First through communication, collaboration and teamwork. Partners with and supports the Outside Sales team. This team is responsible for processing/entering customer orders, providing order status updates throughout the product delivery lifecycle and resolving complex customer issues in a timely and professional manner, such that the company is able to deliver an exceptional Customer Experience and achieve its financial and operational goals/objectives. The Manager, Customer Care is also responsible for supporting the efforts of the outside sales team, as well as promoting an account management/up-sell culture within his/her own Customer Care organization. In addition to the responsibilities outlined above, the Manager, Customer Care also serves as a go-to resource for issue resolution and provides escalation support to team members. usiness and company-wide financial goals/objectives.

Send your resume to IEProfessional@staffmark.com for consideration!
Key Skills
Experience supervising and/or managing a customer-facing team (ie…Customer Service/Care type of environment). A leader who is “hands on” and willing to “get in the weeds”.
While not required, the ideal candidate will have experience in the manufacturing industry.
Prior experience supervising local and remote employees strongly preferred.
Experience resolving complex issues in a demanding environment.
Strong computer, time management, analytical and organizational skills are necessary.
Must be proficient with MS Office Suite (including Outlook, Excel, Word, etc.).
Must have strong understanding of and experience operating in order entry/management and CRM systems.
Experience collaborating and engaging with peers and other departments to drive cross-organizational initiatives, projects, etc.

Send your resume to IEProfessional@staffmark.com for consideration!



Requirements:
Systems/Tools Used:Oracle, Avante, BAAN, Salesforce, Excel (Pivot Table), Concur, Ultipro
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