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Customer Service Manager

Jun 14, 2022 10:22:00 PM
Customer Support, Fort Worth, TX

Jobs Description


Title                           Customer Service Manager

Department               Account Management

Reports to                 Director of Customer Engagement

Compensation           Salary with Benefits

Location                    Ft. Worth, TX

Essential Duties and Responsibilities:

  • Leading and motivating a team of Customer Service Representatives and Account Managers in the role of sales support staff
  • Taking ownership of customers issues and following problems through to resolution
  • Setting a clear mission and deploying strategies focused towards that mission
  • Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Recruit, mentor and develop customer service agents and sales support and nurture an environment where they can excel through encouragement and empowerment
  • Manage Customer Contracts including terms, pricing and inventory
  • Handle customer inquiries and complaints
  • Ensure on time delivery to all customers
  • Provide information about the products and services
  • Troubleshoot and resolve product issues and concerns
  • Document and update customer records based on interactions
  • Develop and maintain a knowledge base of the evolving products and services
  • Enter sales orders/purchase orders
  • Upsell products and services
  • Monitor and approve customer rebate programs
  • Attend Daily Huddle Meeting
  • Attend Sales Meetings
  • Ability to handle escalated calls and manage conflict resolution
  • Interface with accounting, shipping, sales, marketing, and purchasing to facilitate orders and promote sales.
  • Create and maintain positive relationships with key individuals (clients, as well as internal customers).
  • Clerical duties such as filing, mailing, or organizing



  • Previous experience: 5-10 years in customer service, sales, or other related fields management
  • Ability to implement and ensure compliance with set processes and procedures
  • Ability to build rapport with clients
  • Ability to prioritize and multitask
  • Excellent time management skills
  • Willingness to learn new techniques
  • Positive and professional demeanor
  • A strong sense of accountability
  • Excellent written and verbal communication skills (strong telephone etiquette)
  • BS degree in Business Administration or related field preferred



Skills Required

Job Details

Functional Area: Customer Support
Total Positions: 1
Job Shift: Full-Time
Job Location: Fort Worth, TX
Minimum Education: Associate's Degree
Career Level: Intermediate
Minimum Experience: 4-7 Years
Required Travel: Yes
Apply Before: Jun 30, 2022 8:58:00 PM
Posting Date: Jun 14, 2022 10:22:00 PM

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