Customer Service Leader

RecruiterCorp GB-12767-DAV

GLOBAL RECRUITING EXCELLENCE SINCE 1989

We have been retained to find a highly experience Customer Service Leader for this national responsibility. Your CSR’s are located at multiple locations in the US and you will supervise the CSR manager at each site. Travel as needed.

Customer Service Manager Responsibilities:

  • Maintains customer satisfaction by providing problems-solving resources
  • Answers customers’ questions
  • Manages staff
  • Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees
  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews
  • Prepares and completes actions plans
  • Implements production, productivity, quality, and customer-service standards
  • Resolves problems
  • Completes audits
  • Identifies customer service trends and determines system improvements
  • Prepares annual budgets
  • Analyzes variance and initiates corrective actions
  • Determines customer service requirements by maintaining contact with customers and visiting operational environments
  • Conducts surveys and forms focus groups
  • Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results
  • Maximizes customer operational performance by providing help desk resources and technical advice
  • Resolves problems and disseminates advisories and warnings
  • Detects and diagnoses network problems
  • Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations
  • Accomplishes information systems and organization mission by completing related results as needed

Qualifications:

  • Prior management experience in Customer Service is required
  • Prefer experience working in Customer Service in the automotive aftermarket industry or high SKU distributor
  • Process improvement
  • Strong decision-making skills
  • Managing processes
  • Staffing
  • Planning
  • Tracking budget expenses
  • Analyzing information
  • Developing standards
  • Help desk experience

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