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Customer Service Manager
Santa Fe Springs, CA
Reference Code: ASG-10621
Responsibilities:
Summary
Customer Service Manager is to lead the Customer Service team to meet productivity and quality metrics, exceed customer satisfaction by having efficient turn-around on requests. In addition, Customer Service Manager is to work with other members of the management team to achieve regional goals and profitability utilizing capitol, time and resources.
Results to be Accomplished
1. Hire, train, and retain customer service team in the new Customer Service Center.
2. Working with members of the management team on a daily basis to achieve regional annual profitability by training personnel to ensure the productivity stays aligned with profitability achievements. Such results will be measured by win rates of 65% of dollars issued vs. won. Also quotes, with exception of Solution Center quotes should be closed at the end of 45 days, unless on a hold status. Manage budget on a monthly basis to ensure financial goals are met by carefully reviewing allowed expenses to be processed as needed.
Focus on any and all functions within Customer Service that would impact such outcome of profitability. Provide the highest productivity leaves by utilizing capital, time and resources.
3. Complete leadership of the Customer Service team, achieving performance metrics by measuring, recording and improving performance metrics to meet or exceed goals of Customer Service department which are set from the Business Plan. The performance will be reviewed and measured on a monthly basis, or more frequently if needed. CS department will generate a minimum revenue of 3% of growth over previous fiscal year. Order entry error rate will not exceed 3%. Folios for Western region will be entered for 86% of A customers, 70% of B customers, and entered for C customers as needed. Communication of the goals and outcomes will be communicated to other management members and employees during meetings or email updates.
Use team building and informative measures to lead team toward any and all business action plans. Maintain awareness how these plans impact financial, personnel, and daily activities, making recommendations for the best results. Train and develop personnel so each member has the best productivity and quality output.
Requirements:
4 yr college degree preferred, or appropriate work experience for position.
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