Customer Service Manager Job Description Sample
Customer Service Manager
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Customer Service Manager
CUSTOMER SERVICE MANAGER
The Customer Service Manager is accountable for leading the customer service activities for Alternative Protein. This includes responsibility for the daily execution of the Customer Service processes of order management, incoming call routing (where applicable) and daily issue resolution as well as the coaching and performance management of their respective team.
- Hire, retain, motivate and reward employees to provide exceptional Customer Service and to strive for continuous improvement.
- Tactical execution of the Customer Service or Supply Chain strategic plan (where applicable)
- Ensure Customer Service team executes the daily order management process. The manager will work with the team, customers and other functional areas to resolve issues that arise.
- Will act as a primary Customer Service contact, at tactical level, for key cross-functional stakeholders (Sales, Distribution, Supply Chain Planning, Finance), managing these relationships to ensure effective and efficient Customer Service processes.
- Ensure that telephony call-routing where applicable meets department targets and process guidelines
- Work with cross-functional teams, to ensure order fulfillment.
- Develop and maintain professional, long-term customer relationships.
- Ensure the effective management of claims.
- Identify and select opportunities to enhance Alternative Protein’s systems and processes; marshalling the resources to prepare and execute continuous improvement projects where appropriate.
- Lead or participate in Projects related to achieving Customer Service goals and process improvement.
- Use best in class tools to develop and monitor measurements in Customer Service related processes.
- Support direct reports in complete of customer service scorecard and execution of correction action.
- Accountable for results in order management, service penalties and operations.
- Provide visibility to key Customer Service metrics.
- Participation in the annual budget process for the Customer Service department and management of annual budget targets.
- Establish and maintain a high performing team
- Ensure process conformance of Customer Service staff
- Established business targets are met related to order accuracy, telephony targets, case fill rate, claims, and others as identified
- Resolution of Key Account scorecard issues
- Customer satisfaction
- Strong alignment with Maple Leaf’s Leadership Values
- 3 years experience in a leadership role (preference for Customer Service or Supply Chain experience in a Consumer Packaged Goods company)
- Undergraduate Degree or college diploma (preference in a related field)
- Proven record of forging partnerships with other areas to drive performance across business and functional lines
- Strong communication skills
- Demonstrated ability to review and analyze appropriate data order to effectively communicate business performance
- Superior people management ability
- Confidant in leading change; establishing a sense of purpose and urgency; gaining and sustaining momentum
- Strong problem solving, prioritization and organizational skills with the ability to manage multiple competing projects
- Demonstrated experience using SAP and linked interfaces with Customer order management
Maple Leaf Foods is committed to Employment Equity and maintaining a diverse workforce. Job applicants with a disability who require reasonable accommodation for any part of the application or hiring process can contact our Talent Attraction Team at firstname.lastname@example.org. Reasonable accommodations will be determined on a case-by-case basis and your request will be responded to as soon as possible.
Customer Service Manager
Is This The Role For You?
We hire smart people with big hearts. People who have a passion for their work and who strive every day to help others. Our work requires bold and innovative leaders; people who bring strong values and ethics to their role.
If you're ready for a career that allows you to grow and develop into the professional you want to be – today and in the future….CryoLife is the place for you.
Provide the highest quality customer service by coaching, leading, and training Customer Account Representatives (CARS).
Support the achievement of JOTEC, BioGlue, Cardiac and Vascular Tissue, TMR, PhotoFix, On-X products, and PerClot (international) revenue goals by providing high quality customer service.
Provide quality service through effective coaching and training of Customer Account Representatives.
Maximize distribution and placement of tissue inventory.
Interact effectively and professionally with all CryoLife departments to support the functions of the Customer Service Department.
Oversee management of backorders and returns within company guidelines.
Manage the North America Sterile Sample Program to assure all inventory is accountable and to prevent Rep's sample inventory from expiring or from overages. Provide Biannual reports to Finance.
Bachelor's Degree, preferably in life science.
Minimum 5 years experience in Customer Service, preferably in a regulated (not call center) environment.
Minimum 5+ years of manager experience required of at least 3-4 people.
Proven ability to coach, lead, communicate effectively, train and supervise a team.
Working knowledge of SAP, Microsoft Excel, and Microsoft Word.
Strong preference for experience with GHX.
Who We Are.
CryoLife is one of the world's contemporary medical device companies providing preserved human cardiac and vascular tissues, surgical adhesives and sealants, cardiac lasers and implantable end-stage renal disease access grafts for the repair of complex cardiac and vascular reconstruction surgeries. Since the Company's inception in 1984, it is estimated that its products and tissues have been implanted in about 900,000 patients worldwide.
CryoLife technology and products bring restoration and hope to people all around the world. CryoLife headquarters are located in Kennesaw, Georgia, a suburb of Atlanta.
CryoLife is an Equal Opportunity/Affirmative Action employer.
CryoLife provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Reasonable AccommodationsCryoLife is committed to providing reasonable accommodations both in the application and interview process, consistent with legal requirements. If you need a reasonable accommodation while seeking employment, please email ADA_Accommodation@CryoLife.com or call 770-429-5215. A Human Resources representative will return your call. Messages or emails for any reason other than accommodation requests will not be returned.
Customer Service Manager
The Schneider organization has an immediate need for a relationship focused and results driven Customer Service Manager to provide frontline leadership to a team of Customer Service Representatives in a fast paced environment. The CSM will use a hands-on approach to maximize the productivity of the team, and closely monitor and deliver business results. This role will work in close alignment with the Customers, Operations and Sales. This position broadens your industry knowledge which in turn drives your career to limitless opportunities and positions you for interesting challenges.
Duties and responsibilities to include but not limited to:
Lead a team of CS associates towards achievement of our customer service key performance indicators.
Implement productivity enhancing processes. Coach and train associates to maximize benefit realized through these processes.
Conduct monthly sit-in and face to face business partnership meetings with all direct reports.
Identify training needs and develop plans to provided necessary training for each individual. In some instances this will be one on one training or feedback with direct leader, not all training is corporate led.
Analyze and implement improvements to current internal systems and processes to enable key metric achievement.
By choosing a career with Schneider, we improve your life by offering:
Annual profit sharing bonuses available
Strong work/life balance that includes paid holidays and generous personal time off
Medical, dental and vision insurance plus company-paid life insurance
401(k) savings plan with company match plus a company-paid retirement plan
Tuition reimbursement and free financial service assistance
Health Care Spending Account
On-site services at some facilities including cafeteria, gym and fitness classes, walking/jogging trail, ATM, personal mail services, company store and much more
Resilient, values-based culture that drives safety, integrity in every action, respect and excellence in all we do
Individual development opportunities through company-paid training, active leadership involvement and more than 170 online personal development courses
Our preferred candidate will have:
Four year college degree or equivalent work experience
Transportation, supply chain or logistics experience is a plus
Strong leadership skills with ability to coach and develop associates into an effective, highly motivated, results oriented team
Strong work ethic with a professional, positive attitude
Creative problem-solving skills and ability to evaluate multiple solutions to make sound decisions
Ability to make sound decisions and implement in a timely manner
Effective interpersonal skills with ability to negotiate and influence for positive outcomes
Excellent written and verbal communication skills
Ability to prioritize workload and thrive in a fast paced environment
An innovative, goal-oriented and results driven approach
Schneider is a premier provider of truckload, logistics and intermodal services. Offering the broadest portfolio of services in the industry, Schneider's solutions include Van Truckload, Dedicated, Regional, Bulk, Intermodal, Transportation Management, Supply Chain Management, Warehousing and Port Logistics services. A $3.9 billion company, Schneider has provided expert transportation and logistics solutions since 1935.
The Schneider Way:
We treat our customers, associates, shareholders and suppliers with honesty, dignity and respect.
We are a desirable employer due to our commitment to achieving mutually beneficial, lasting relationships.
We are a responsible member of the community.
Safety-first and always
Integrity in every action
Respect for all
Excellence in all that we do
Rise to the challenge and become a part of the Schneider family. Be the difference with a leader in an industry that impacts the world. Apply today! http://www.schneiderjobs.com
We are an equal opportunity employer.
Customer Service Manager
Keywords: Customer Service Manager, CSM, Office Coffee, Key Account Manager, Client Services Manager, Account Coordinator
Actual Job Title: SOLUTIONS STRATEGIST
- Must have people management skills, customer interactions driven through email / phone and direct client interaction experience.
If you have a positive attitude and a love for learning, you may be interested in joining our team.
We are Tradecraft Outfitters. Leaders in delivering transformative craft coffee and tea experiences to restaurants, hotels, cafes, specialty grocers, foodservice operators, and offices. We bring choice and create experiences in the craft coffee and tea space by working with the best roasters and tea companies to deliver quality, innovation, performance and dependability. We value authenticity, local culture, people, craft, kindness and the inherent beauty of coffee and tea.
We are a one-stop solution providing craft coffee and tea with the equipment, training, service and accessories needed to deliver memorable experiences.
Full time associates at Tradecraft are offered many fantastic benefits such as:
Flexible Spending Accounts (FSAs)
Employee Assistance Program
Life Insurance for Associates and Eligible Dependents
Short Term Disability (STD) and Long Term Disability (LTD)
Accidental Death & Dismemberment (AD&D) Insurance
And other voluntary benefits
As the Solutions Strategist, you are a detail oriented professional who utilizes proactive management, continued service improvement, strong thought leadership, and delivers superior customer satisfaction through high-touch customer relationship management. It is integral that this individual provide big picture input by evaluating emerging technology, making strategic recommendations and developing proactive solutions for introduction into the department.
To work with our fantastic customers
To contribute to building of a craft coffee company in fast, growth phase
Incredible opportunities for career growth and mobility within the company
To enjoy an informal dress code balanced by a passionate, innovative and driven team
And did I say, exceptional coffee and artisan products
Must haves we are looking for
5+ years experience in customer service; prefer experience in phone and email interactions
Strong ownership and proven proactive management
We also prefer you have
- Knowledge and/or previous experience in the specialty coffee industry
Why work for Tradecraft?
Because we want to work with great people like you - people passionate about fantastic coffee and tea. Do you remember when coffee used to be just a cup of coffee? Today coffee and tea drinks are about expression and the delivery of experience. We are leaders in delivering transformative craft coffee and tea experiences to businesses (think hotels, cafes, restaurants, offices).
Craft coffee is about craftsmanship - the application of professional skill and manual precision - through all stages of production from farm to cup. We are a one-stop solution providing the artisan products with the equipment, training, service and accessories needed to deliver well crafted, memorable experiences.
About Compass Group: Achieving leadership in the foodservice industry
Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.
Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity.
*Los Angeles appli
Customer Service Manager
The Customer Service Manager is asupervisory role managing a team responsible for several tasks. The Manager will be responsible for the teamproviding customer service and support to Emerson partners. The customerservice team is responsible for quoting product delivery, confirming productpricing, entering sales orders, responding to customer order status requests, coordinatingchange orders and resolving customer complaints.
Supervise customer service team members tosupport quoting product delivery,confirming product pricing, entering sales orders, responding to customer orderstatus requests, coordinating change orders and resolving customer complaints.
Monitor the key performanceindicators of a team taking actions as necessary to ensure goals are met and ensure customer response timesare at their optimal level.
Utilize lean methodologies and processes tocontinually improve and exceed customer expectations. A key focus will be updating, developing, andimplementing standard work.
Partner with sales managers, productmanagers, business development managers, engineering, production planners,buyers, manufacturing engineering, and finance to maximize profit and provide solutionsto customers
Ensure customer service personnel receive theproper training and team members acquire a measurable knowledge of all productsthe team supports. Additionally provide customer service team members with regular coaching, feedback andrecognition, as appropriate.
Prepare and give presentations to variedaudiences at all levels of the organization.
Maintain / provide key data for daily,weekly, monthly use.
Provide varied phone and e-mail support to customers.
Organize and maintain customer service orders,quotes, records and databases.
Follows all5S practices and supports lean activities, as well as safety regulationspolicies and procedures.
Any other duties as assigned by the Applications Director
Bachelor's Degree in Engineering or Management
5-7 years Customer Service Management experience
Self-motivated and have a positive attitude
Technical qualification in a mechanical field highly desirable
Familiarity with Lean methodologies
Ability to work unsupervised and as part of a team
Excellent written, verbal, and math skills
Excellent interpersonal skills
Proficient in Microsoft Word, Excel, and PowerPoint
SAP and CRM experience a plus
Additional Skills Required:
- Excellent customer focus skills including interpersonal and communication skills are vital for this role. Listening skills are also important. Good organizational skills and problem solving abilities are necessary. The successful candidate will have strong computer skills, ability to work with detail and solid math skills. Knowledge of valves and SAP would be valuable.
- This is a team environment so the ability to lead and be part of a team is critical. Work will be primarily conducted in a climate-controlled office setting with a minimal flow of people. Occasional work will take place in a manufacturing plant environment where high levels of noise and/or heat may occur.
No calls or agencies please. Emerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling 1-314-553-2544 (V/TTY/TDD) or by sending an email to email@example.com.
Customer Service Manager
Customer Service Manager
Carlie C's IGA is seeking a self motivated individual who possesses experience in Customer Service Management in a busy retail environment. A Customer Service Manager at Carlie C’s IGA realizes that providing prompt and friendly customer service is priority #1.
Being courteous and cooperative with both the customer and coworker is a critical aspect of maximizing sales and building business for years to come. Always remember, Carlie C's will authorize the bank to deposit your paycheck to you, but it is the customer who provides the funds in which we are paid. Therefore, we have plenty of reason to go out of our way to ensure that our customers are treated right.
Follow Carlie C’s procedure in handling cash, checks, coupons, gift certificates, food stamps and WIC vouchers.
Maintain correct cash flow.
Service customer needs with a smile
Effectively and promptly process the sales of Lottery Tickets, Money Orders, Money Transfers, Bill Pay, etc.
Time Manage multiple numbers of employees to include scheduling, adequate breaks and lunch hours.
Keep front end of store clean and professional in regards to counters, registers, and floors.
Train and Maintain Uniform Policy among all subordinates.
Train Baggers to properly bag groceries according to Carlie C's bagging policies.
Other small tasks associated with daily operations may be asked of you as a Customer Service Manager.
Prior Experience for this position is strongly preferred.
Maintaining a neat, clean, and professional appearance is a must.
Respond professionally under pressure to both employees and customers.
Customer Service Manager
Support the MyNavy Career Center (MNCC) Contact Center that provides contact center support for sailors, recruits, Navy families, reservists, retirees, veterans, and the general public. The Contact Center provides confidence in our customers that the Navy delivers quality customer service.
Support services are focused on resolving inquiries, transactions, and requests relating to the complex nature of Human Resources (HR)-related topics across the broad spectrum of payroll, employment verification, benefits, travel, personnel development, training, recruiting, enlisting, retirements, separations, extensions, re-enlisting, mobilization and de-mobilization pay and disbursing operations, locator services, career management, and selection boards which represent the full hire-to-retire lifecycle for the Navy. Work will be performed in Millington, TN.
The Customer Service Manager oversees and manages the day-to-day operations of the Contact Center. The manager will supervise all assigned staff and be responsible for recruiting and performance management. He/she will lead and perform the daily activities of the assigned functional team members. The Manager will have daily operational support of the Customer Service Supervisors to ensure contractual performance and quality metrics are met. He/she will be responsible for the productivity, quality, and timeliness of all work completed within the assigned Contact Center team.
Establish excellent working relationships with customer and all program partners
Lead large, critical customer service operations
Self-manage time, balance multiple priorities, coach and develop teams, and set and accomplish goals
Create and maintain a high-quality work environment so team members are motivated to perform at their highest level
Utilize problem-solving and decision-making skills
Manage complex issues and provide effective solutions
Speak effectively before groups of customers, employees, or organizations
- Bachelor's Degree
Clearance and Certifications
Possess IAT Level II Certification. One required; Security+ CE, CCNA Security, CYSA+, GICSP, GSEC or SSCP or higher Certification
Active DoD Secret Clearance
Experience and Skills
Minimum of five (5) years management experience in large commercial contact centers (200-500 CSRs)
Minimum of ten (10) years of total experience in commercial contact center operations
Understanding of Computer Telephony Integration (CTI), telephone operations and staffing systems, e-mail management, Interactive Voice Recognition (IVR), Voice over Internet Protocol (VOIP) and CRM applications.
Proficient with Microsoft Office Programs
EIS is an Equal Opportunity Employer/M/F/V/Disabled.
Customer Service Manager
This management position is responsible for leading "best in class" team of 15 to 20 exempt customer service colleagues responsible for Pfizer direct order management. This position works closely with other Business Unit teams, Human Resources, Memphis Logistics Center to effectively meet the needs of Pfizer's business operations and our direct pharmaceutical trade customers. This position requires strong people management skills, self-direction, sound decision making skills and the ability to apply complex business rules/policies to achieve business objectives in compliance with internal controls.
Develop and lead a "Best in Class" customer service operation to meet Pfizer's Business Units (BU's) and US Trade Groups objectives. Develop and implement customer policies, procedures and guidelines to meet business needs. Ensure teams compliance with all policies and procedures.
Responsible for Sales Order Management (SOM) processes for Pfizer's vaccines and hemophilia customers including customer order/reviews and customer inquiries. Timely resolution of all customer and operational issues (including system failures) is required to ensure the highest levels of customer satisfaction.
Orchestrate execution of strategies initiated by internal partners, including product allocations, inventory management strategies, product launches, price increases, buy-ins.
Closely collaborate with various stakeholders including distribution services, SAP, EDI, credit/collections, finance and others to coordinate operational activities in support of customer service objectives. Ensure the unique operational needs of the vaccines and hemophilia are fully supported by all stakeholders.
Develop extensive knowledge base of Pfizer's trade policies, product portfolio and the trade industry from which to leverage in day to day operational decision making which include trouble shooting and providing timely feedback/resolution to customer request/inquiries including complaints, product information, pricing
Bachelor's degree required. .
Five years in a customer service management role or related order to cash functional role.
Prior people management experience required.
Graduate degree preferred
Two years of experience in pharmaceutical industry strongly preferred
Sitting for long periods
Working on computer for long periods
Communicating with customers via telephone and computer
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
Responsible for problem escalation for after hour program
EEO & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider's name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.
Other Job Details:
- Last Date to Apply for Job: December 18th, 2018
- Eligible for Employee Referral Bonus
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
Customer Service Manager
The Customer Service Manager (CSM) is responsible for executing TSI's member retention strategy through the successful management and monitoring of the member experience. The CSM directly reports to the General Manager (GM). The CSM will also work closely with and receive direction and guidance from the Business Director or Business Manager (BD/BM). The CSM manages Clean Team, Welcome Team and Babysitters. The Customer Service Manager role achieves success through embodying our cultural pillars (Genuinely Connected, True Relevance and Constantly Improving).
Models the core attributes of a successful employee with the utmost integrity, lives the mission and empowers others to do the same; focused on building meaningful relationships with members, their kids and team members.
Modeling and promoting the Clubhouse Rules.
Being available to team members to address questions and concerns.
Ensuring that the club provides high levels of customer service, a consistently clean club, friendly service and responds to member feedback.
Creating a strong sense of team by fostering collaboration, communication and alignment amongst team members.
Actively listening to member and employee concerns, addressing issues before they become problems.
Adhering to all TSI policies and procedures including, but not limited to timeliness, codes of conduct, uniforms and timekeeping. Setting expectations around the same for team members.
Actively facilitates self and team member development; constantly seeking new ways to build skills and competency; elevates the brand experience.
Creating an environment where employees thrive and look forward to coming to work.
Sourcing, recruiting and onboarding qualified Welcome Team and Clean Team members.
Delivering relevant and effective coaching, training, feedback and performance management to team members.
Creating robust development plans for team members who want to take on stretch assignments or progress to another role.
Executing daily club walkthroughs and creating plans of action to ensure follow through on any identified deficiencies.
Analyzing member feedback sources to determine improvements in processes and service.
Regularly interacting with members to obtain, assess and address information on member needs, expectations and levels of satisfaction.
Responding to member requests and inquiries in a timely manner.
Acting as Manager on Duty as required.
Meets and exceeds company goals and metrics surrounding employees and members; never satisfied with the status quo.
Partnering with GM to review and analyze club profit and loss statements and other financial reports daily to ensure club is on track to meet sales and cost goals.
Collaborating with GM to effectively manage costs, including (but not limited to) labor, supplies and equipment.
Administering scheduling and bi-weekly payroll for direct reports and oversee such administration by other club managers.
Skills and Experience:
2-3 years of management experience in a fitness, hospitality or retail environment, including direct experience in profit and loss management, revenue generation and people management.
Physical demands include ability to walk through all areas of clubs, and bending and lifting (e.g., picking up towels, restacking of weights, moving of equipment as necessary).
Able to work a full-time flexible schedule that meets the needs of the business, including mornings, evenings, holidays, weekends and 12-hour close-out shifts.
AA or BA/ BS degree (preferred).
California Applicants Only: All California applicants applying to a location that works with children must be certified and registered through Trustline.
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