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MANUFACTURING CUSTOMER SERVICE MANAGER
Specialists Group LLC, The
Specialists Group LLC, The
 

Job Location: Oklahoma

TSGW5940

MANUFACTURING CUSTOMER SERVICE MANAGER

Customer Service

$55,000 - $75,000

Stillwater, OK

Education Requirements: High School Diploma or Equivalent

Job Description:

The customer service manager is responsible for managing customer service reps and monitoring their performance, while still providing excellent service to the customer. Customer service manager will resolve emergency issues, provide training for new employees, and will handle service issues beyond customer service rep capability. Meet all customer and company expectations to include:


  • Recruiting, hiring, and training new customer service reps;
  • Researching strategies to further improve the customer experience
  • Scheduling calendar for agents and representatives
  • Distributing representative work
  • Developing standards and procedures
  • Documenting customer service discussions and actions
  • Maintaining accurate records and files of documentation
  • Provide sales goals and encouragement to achieve goals
  • Managing budget and expenses
  • Setting and maintaining all customer service procedures and policies
  • Addressing returns, refunds, credits, and shipping tracking numbers
  • Recording, organizing, and filing customer interactions and profile/account changes
  • Providing resources for quality customer service
  • Implementing customer service strategies to improve quality of service
  • Addressing and resolving team and customer conflicts
  • Anticipating and resolving customer service issues
  • Maintaining a professional workspace and workflow
  • Evaluating representative performance



Job Requirements:


  • Required - High school degree or equivalent;
  • Preferred - Bachelors degree in business administration, business, or related field;
  • 5+ years experience in customer support, client services, sales, or a related field within a MANUFACTURING environment;
  • Excellent at communicating over the phone and handling phone systems;
  • Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking merchandise, scheduling with Microsoft Office Suite or similar software;
  • Able to concentrate on multiple problems at once;
  • Excellent time management and prioritization skills;
  • Ability to answer phone, listen actively, relay information, and type basic information simultaneously; and
  • Customer focused for a positive customer experience and resolution



How To Apply:

Specialists Group LLC, The
100 N. Broadway, Suite 200
Wichita, KS 67202


 
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