Customer Service Manager

Role & responsibilities:

As the Lead of Customer Service, the associate plays a crucial role in ensuring customer satisfaction and loyalty, which are vital for repeat business and brand reputation in a competitive market. This role involves leading, mentoring, and coaching a team of customer service representatives, handling escalated inquiries, and implementing strategies to enhance the overall customer experience by working closely with other departments like Sales, Marketing, Distribution, Supply Chain, Finance, Digital and Legal to ensure seamless customer journeys.

• Project Planning and Execution:

  The Lead is responsible for planning and executing customer service projects, ensuring timely delivery, resource allocation, and adherence to quality standards.

• Problem-Solving and Decision-Making:

  Addressing complex customer issues, resolving escalated conflicts, and making informed decisions to enhance service delivery and customer satisfaction. Lead and mentor a high performing Customer Service Team

• Collaboration with Cross-Functional Teams:

  Working closely with other departments such as Sales, Marketing, Distribution, Supply Chain, Finance, Digital and Legal teams to align customer service strategies with overall business objectives.

• Leadership and Mentorship:

  Providing guidance, coaching, and mentorship to customer service representatives to enhance their skills, performance, and overall job satisfaction.

• Process Improvement and Innovation:

  Identifying opportunities for process optimization, implementing innovative solutions, and continuously improving service delivery methods.

• Technical or Customer-Facing Responsibilities:

  Handling complex customer inquiries, technical support escalations, and ensuring a seamless customer experience across all touchpoints.

• Customer Order & Claim Processing:

  Develop and implement a comprehensive process, covering from Customer Order Management to Satisfaction through cross functional collaboration.

• Operation Excellence:

  Oversee the day-to-day operation ensuring efficient workflow and timely resolution of obstacles. Identify innovative digital solutions to enhance the efficiency across all touch points.