Customer Service Manager - Insight Global : Job Details

Customer Service Manager

Onsite

Pay: $90,000-$95,000/year

Required Skills & Experience

- Bachelor's degree or related training equivalent is required.

- A minimum of five years of relevant experience in a comparable role and with similar responsibilities

preferred.

Nice to Have Skills & Experience

Experience in the Supply Chain/Logistics industry

Job Description

The Customer Service Manager oversees the daily operations of the Customer Service Department and supervises the Customer Service Representatives. This role involves managing department priorities based on customer and department needs. The manager leads the Customer Service Team, fostering motivation to achieve both department and company goals.

Responsibilities:

Ø Oversee the recruitment, training, mentoring, development, supervision, and performance management of departmental staff.

Ø Manage team schedules and staffing to meet customer needs.

Ø Learn our “Back to Basics” model and retrain your team to align with this model moving forward. Ø Maintaining electronic documents related to orders and shipments in our ERP system.

Ø Improve Customer Service processes.

Ø Building, developing, and maintaining customer relationships to ensure that the highest level of customer satisfaction and support is achieved.

Ø Foster a collaborative team environment through clear communication, training, accountability, recognition, and employee engagement.

Ø Experience collaborating with custom brokers to import/export from Canada and Mexico. Keep department up to date on compliance, regulations, customs paperwork, and tariff agreements.

Ø Support one salesperson in a customer service role to learn and stay up to date on all aspects of our customer service roles to better teach and advise department.

Ø Understand the importance of costing, i.e., shipping, customs, inventory -- working across departments to minimize costs and maximize profits.

Ø Setting goals for the team and helping achieve these metrics.

Ø Preparation of reports and methodologies to monitor department productivity, efficiency, cost controls, and effectiveness

Ø Address customer interactions and inquiries promptly.

Ø Managing on-time shipments

Ø Lead weekly Customer Service and Product department collaborative meetings.

Ø Conduct an analysis of customer service trends by reviewing feedback such as complaints, compliments, and input from Sales Managers and other departments, followed by implementing updates in training processes, as necessary.

Ø Supervisory Responsibilities: A leader selects suitable candidates for each position, establishes structure, direction, feedback, recognition, and accountability; also facilitates team processes, ongoing training, and delegation for employee.