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, 3:58:00 PM |
| Posting Date: | Jun 14, 2022, 5:22:00 PM |
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
Requirements:
- 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