Merritt Staffing

Customer Service Manager

Location
Stratford, Connecticut
Posted
Feb 07, 2018
Closes
Apr 08, 2018
Ref
2-8353
Industry
Manufacturing
Employer Type
Recruiter
Employment Type
Permanent
Hours
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.

Duties/Responsibilities:

  • 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.

Apply for Customer Service Manager

Already uploaded your CV? Sign in to apply instantly

Apply

Upload from your computer

Or import from cloud storage

Your CV must be a .doc, .pdf, .docx, .rtf, and no bigger than 1MB


4000 characters left


By applying for a job listed on NewHavenCountyJobs.com you agree to our terms and conditions and privacy policy. You should never be required to provide bank account details. If you are, please email us.