Customer Service Manager

Plan, organize, manage, and control the activities and staff required to provide product service and support for the company’s United Ad Label group. Establish, implement, and maintain administrative and technical procedures to provide responsive pre-sales and after-sales service to customers. Develop and coordinate training activities for UAL’s customer service personnel. Provide for technical advice to customers, sales, and manufacturing. Develop and recommends manpower plans, operational budgets, capital equipment, inventory requirements and the like in order to manage and control the call center organization in an independent manner.

• Train staff to handle all of our customers label needs
• Work directly with staff to resolve major customer problems.
• Review and develop all call center reports. Monitor key statistics and recommend solutions to solve customer service metrics.
• Knowledge and Understanding of telephone system
• Knowledge and Navigation Skills for all of our systems
• Align all Key Accounts to appropriate Customer Service Representative
• Point person for team to go to for questions
• Maintain effective customer relations, including identification and resolution of customer issues.
• Communicate with Outside Sales, Manufacturing, Warehouses and the Sourcing Dept to ensure customer requirements are met.
• Evaluates work of employees, conducts performance appraisals, hire new/replacement employees
• Motivates employees to provide best in class customer service
• Flexible to work required times for phone coverage.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This job description reflects management’s assignment of the essential functions of the job; it does not restrict the tasks that may be assigned.

Required Skills

• Experience in call center environment
• Experience in leading a team to provide highest customer satisfaction.
• Effective verbal and written communication skills
• Demonstration of strong time management skills
• Knowledge of printing or label manufacturing a plus
• Bachelor’s degree preferred
• 4-5 years minimum relevant work experience in a Call Center environment.
• Excellent communication skills required
• Skilled in MS Office and telephone systems
• Demonstrates strong time management and organizational skills
• Demonstrates good decision making skills, patience, active listening skills, dependable and understand confidentiality

OTJ-CS

Required Experience