Customer Service Manager

The Customer Service Manager is responsible for the oversight of a Program Management Team. The Customer Service Manager ensures that customer programs are on schedule, within budget and ensures the organization is providing the highest level of service.

Essential Duties and Responsibilities

• Provides leadership and direction to the Key Account Managers, Customer Account Representatives and Program Administrators of their Team.

• Directs and coaches team members.

• Helps distribute and prioritize work between team members to ensure excellent customer service and satisfaction.

• Helps team members solve technical and program issues during product implementation and program sustainment.

• Provides a second level resource when team members need to elevate both internal and external (customer) issues.

• Helps problem solve and ensure alternate plans are in place to minimize quality and delivery risks to customer programs.

• Provides leadership, accountability and direction during weekly revenue meetings.

• Ensures all communication with customers is professional and improves company’s credibility.

• Develops and maintains work instructions and standard work for the Programs Department that promote best practices and standardization.

• Provides leadership, accountability and direction during all Phase 1 activities.

• Travels to visit customers as needed, to facilitate open communication, address technical issues and ensure a high level of customer support.

• Provides leadership and direction to team members during Product/Program/Project Launch Meetings

• Provides information for new customer contracts and interprets contractual requirements. Helps enforce compliance.

• Performs other duties as assigned by supervisor

Job Requirements

• Bachelor’s Degree in Business or related discipline, strongly preferred

• 3-5 years Leadership experience, strongly preferred

• Minimum 5 years’ customer service experience

• Minimum 2 years’ experience in a manufacturing environment

• Excellent verbal and written communication skills

• Excellent problem solving skills

• Excellent analytical skills

• Proficient in Microsoft Office applications