Merritt Staffing

Customer Service Manager

Stratford, Connecticut
Feb 07, 2018
Mar 26, 2018
Employer Type
Employment Type
Full Time

Our client, a stable manufacturer in Stratford is looking for a Customer Service Manager.  We are looking for someone with a proven track record of motivating staff and driving improvements.  Excellent salary, bonus and benefits.


  • Develops and implements customer service policies and procedures, and defines customer service standards and metrics. Coordinates with regional Customer Service Managers to standardize best practices.
  • Ensures the achievement and maintenance of agreed customer service levels and standards, including customer scorecards and collecting feedback from staff.
  • Verifies the necessary resources and tools are available for quality customer service delivery.
  • Responsible for staffing needs including hiring decisions, staff development, performance appraisals, promotions and terminations. Provides employees with constructive performance feedback frequently and holds one on one meetings with direct reports.
  • Assigns accounts to CSRs and maintains a balanced workload across the staff. Evaluates workload, business volumes, and customer requirements to determine staffing levels.
  • Determines priorities for the department and aligns employee's skill, education, and/or experience to maximize the department’s performance. Can identify missing skills in the department and find ways to improve the talent among employees in the department.
  • Fosters a continuous learning environment and engages all employees in continuous improvement projects and initiatives.
  • Supervises customer issues and ensures effective and long-term problem resolution; handles complex and escalated customer service situations.
  • Actively participates on any initiatives leading to better customer service or the improvement of our Supply Chain process.
  • Adheres to and manages the approved budget.
  • Keeps accurate records and document customer service actions and discussions.
  • Ensures all work instructions are well documented and maintained, and are consistent across the region.
  • As the Voice of the Customer, provides feedback to Operations, Supply Chain, and Engineering teams to ensure all customers have accurate and timely information on orders.
  • Communicates with Sales personnel to ensure awareness of and alignment with goals and customer needs.
  • Analyzes statistics and utilizes reports to monitor customer service performance and KPIs, and objectives.
  • Monitors order backlog to recognize trends, investigates variances and keep the business advised of adjustments.
  • Keeps abreast of developments and changes in the customer service field by reading pertinent journals, attending meetings and taking courses.
  • Bachelor’s Degree required in a business related field such as Business Management, Communications, Finance, or Operations or Supply Chain Management.
  • Min 5-7 years in Customer Service, preferably in a fast-paced manufacturing environment.
  • Knowledge of SAP or other ERP systems.
  • Proficiency in Microsoft Office Products (Word, Outlook, Excel intermediate level and Power Point)

Must be detail-oriented, a team player and proficient in both verbal and written communication.