Customer Service Manager

Frank Group

Greenville, SC

Full-Time

Job Description

Company Overview:

Our client is a leading manufacturing company dedicated to providing high-quality products and exceptional service to our customers. With a commitment to excellence and innovation, we are seeking a Customer Service Manager out of an Industrial Manufacturing (B2B) environment to lead our customer service team and ensure the highest levels of satisfaction and support for our valued clients.

Position Overview:

As the Customer Service Manager, you will be responsible for overseeing all aspects of our customer service operations, including order processing, inquiries, and issue resolution. You will play a pivotal role in building and maintaining strong relationships with our customers while driving continuous improvement in our service delivery processes.

Key Responsibilities:

Lead and manage the customer service team, providing guidance, coaching, and support to ensure high performance and employee engagement.
Develop and implement customer service policies, procedures, and standards to ensure consistent and efficient service delivery.
Serve as the primary point of contact for escalated customer inquiries and issues, working closely with cross-functional teams to resolve issues promptly and effectively.
Oversee order processing and fulfillment activities, ensuring accuracy, timeliness, and adherence to customer requirements.
Monitor key performance indicators (KPIs) and service level agreements (SLAs) to track performance and identify opportunities for improvement.
Analyze customer feedback and satisfaction data to identify trends, root causes, and areas for improvement in our products and services.
Collaborate with sales, marketing, and operations teams to coordinate efforts and ensure alignment on customer needs and priorities.
Develop and maintain strong relationships with key customers, serving as a trusted advisor and advocate for their needs within the organization.
Conduct regular training sessions and workshops for customer service team members to enhance their skills, product knowledge, and customer service excellence.
Stay informed about industry trends, market developments, and competitor activities to identify opportunities for innovation and differentiation in our customer service offerings.

Qualifications:

Bachelor's degree in Business Administration, Marketing, or a related field. Advanced degree or relevant certifications preferred.
Proven experience in customer service management or a similar role, preferably in an industrial manufacturing or B2B environment.
Strong leadership and communication skills, with the ability to inspire and motivate teams to achieve goals and deliver exceptional service.
Excellent problem-solving skills and the ability to effectively manage and resolve customer issues and complaints.
Solid understanding of customer relationship management (CRM) systems and other relevant technology tools.
Ability to analyze data, identify trends, and drive data-driven decision-making to improve customer service processes and outcomes.
Demonstrated ability to build and maintain strong relationships with internal and external stakeholders, including customers, suppliers, and partners.
Commitment to continuous improvement and a passion for delivering outstanding customer experiences.
Flexibility to adapt to changing priorities and handle multiple tasks simultaneously in a fast-paced environment.
Knowledge of industrial manufacturing processes, products, and terminology is a plus.