Manager Customer Service Job Description Sample
Manager Customer Service
Manager, Customer Service (Target)
In this role, you'll work closely with stakeholders across the Mattel organization (sales, marketing, finance, and logistics). This position will oversee all aspects of order management for our retail customers. The ideal candidate will thrive in a fast-paced environment with shifting priorities, and demonstrate commitment to organizational goals and continuous improvement.
Gain insight and understanding of Domestic order management processes and procedures.
Gain understanding of current state process and identify key process breakdowns.
Recommend key process changes, obtaining alignment from process experts and determine value of each change in conjunction with Finance.
Work with process owners to execute improvements and deliver change management programs.
Create enhanced reporting strategies to compile, aggregate and analyze data across accounts, products and Customer Service personnel
Apply learnings to other key customers within Mattel
Lead special projects that improve the overall performance and effectiveness of department and company operations.
Experience, Education & Skills
Analytical abilities and are capable of synthesizing and prioritizing a large volume of information. You use logic and trusted expertise to derive a variety of scenarios and solutions. You can think critically to make clear, well-reasoned and rational decisions
Leadership & Alignment capabilities and lead by establishing a compelling vision and rallying others to make that vision a reality. You drive strong collaboration across division, functions and locations. You also engage and align individuals and teams to leverage synergies and work with enthusiasm towards shared goals
Strategic mindset to anticipate and address the impact of future market dynamics, consumer/customer trends and competitor activities. You apply broad knowledge and external perspective, as well as insights into business and organizational levers. You create competitive and breakthrough strategies and plans
Impact & Influence to win strong buy-in and support for ideas, initiatives, projects or changes. You deftly navigate the stakeholder environment, including informal structures, chains of influence and decision-makers. You maximize impact and results by tailoring your approach to address underlying stakeholder needs and concerns
Forecasting and demand planning knowledge
Strong systems/technology capability
Order management and customer leadership ability
Understanding of transport and warehouse
Exceptional interpersonal skills and ability to work effectively with people at all levels and ability to function in a team environment
Exceptional verbal and written communication skills
Superior organizational skills are needed including a demonstrated ability to effectively manage multiple projects and prioritize work without missing critical deadlines.
Strong knowledge of PCs and software including: MS Windows, Word, Excel, Cognos, OMNI, EDI and DST
People management experience
Experience, Education, Knowledge, Skills Required:
Bachelor's Degree and 5-7 years related experience
Strong data analysis skills
Project Management experience
Six Sigma or lean chain supply skilled preferred
Frequent travel domestically and internationally (40%).
Manager, Customer Service
Position Purpose: Plan and manage assigned customer service function at the health plan to meet overall business goals and objectives.
Manage the workflow of the customer service function and communicate standards
Analyze department performance; develop, implement and maintain production/performance standards in line with Company goals and objectives
Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development
Develop, prepare and review reports for management
Review and respond to complex issues and questions
Review, investigate and resolve inquiries regarding customer service issues for internal and external customers
Collaborate with appropriate departments and managers to ensure customer satisfaction and alignment with policies, procedures, goals and objectives
Ensure compliance with applicable policies, procedures, processes, outcomes, contractual agreements and State and Federal regulations
Assist in the preparation of budgets and operate within budgeted expectations; identify and report on variances
Research and incorporate best practices into department operations
Education/Experience: Bachelor's degree in healthcare, business or related field or equivalent experience. 4 years of customer service/call center experience with direct supervisory responsibility over others, preferably in a healthcare or insurance environment.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.
Manager, Customer Service
Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth.
The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.
We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.
Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.
Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at email@example.com for more information about doing business with Prudential.Claims
Manager, Customer Service
In order to apply for a position at Lumeris, you must create an account using your email address and a password of your choosing. This account will allow you to receive notifications each step of the way through the job application process. With these updates, you'll never have to wonder where you are in the process. Additionally, we can easily send pertinent documents to you for your review. Once you create the account, you may apply to any position you feel is a good fit without having to re-enter information. Thank you for your interest in Lumeris.
Position:Manager, Customer Service
The dynamic Manager of Customer Service will enthusiastically lead and manage the training and operations of the Essence Customer Service Department while supporting the vision of department leadership as well as the mission of the organization. The role contributes to the Company's continued success by passionately executing all duties as outlined below which promotes the culture, mission, and values while ensuring consistent compliance with all key company programs and operating initiatives.
Role and Responsibilities
Coordinate staff schedules
Distribution of work load
Coordinate special projects with staff
Technical issue help
Ensure adherence to Que activity
Develop & maintain department website
Call Center Management
Oversee all in/outbound call from customers
Monitor call center staff performance
Daily staff communication
Creating opportunities for staff, ie moving team lead to supervisor
Strategic development (self, staff & department)
Market management and travel
Facilitate New Hire onboarding
Partner with Human Resources in termination and other Associate issues
Management of Exempt & Non-exempt staff
Takes personal ownership by portraying a positive role model through professional dress, demeanor and language
Leads by example and motivates diverse teams with self-confidence at all times by exemplifying the company vision, mission, values and culture
Creates a respectful workplace and is accessible, open to new ideas, and respectful of the opinions of others, fostering a cooperative and collaborative environment
Actively mentor, coach and lead teams to optimal performance through both efficiency and empathy
Experience, Qualifications, and Education
3 years within the Essence Customer Service department or similar role
Proven track record
Working PC knowledge and excellent keyboarding skills
Knowledge of Federal & State Healthcare regulations, Essence benefits and how they are administered, P & P's, Contracts etc.
Lumeris is an EEO/AA employer M/F/V/D.
Location:St. Louis, MO
Time Type:Full time
Status:XL - FT
Manager - Customer Service
Manages a small to medium sized unit by coordinating their workload, ensuring proper staffing, conducting performance evaluations, approving compensation and monitoring development.
Oversees and supervise a small team of customer service representatives and respond in a timely manner to phone and e-mail inquiries from consultants and clients to resolve customer issues.
Conducts extensive research by reviewing all available internal resources and external client knowledge to answers inquiries and resolves problems.
Helps leadership to develop and implement customer service strategies for clients through high quality and efficient responses.
Provides guidance to junior customer service representatives on how to respond to client inquiries by sharing extensive knowledge and experience and suggesting responses to resolution of client issues.
Monitors e-mail deliverability on all e-mails and tracks usage to identify opportunities for product and service improvements.
Suggests customer service process improvements to management for consideration.
Broker Licenses Preferred or willing to test and obtain licenses within six months
Bachelors Degree Preferred or at least 3 - 5 years of industry experience
Prior or current leadership required
Manager Customer Service
Manager Customer Service
Requisition Id: 51858
Business Unit: Intermodal
Dublin, OH, US, 43017
Logistics done differently.
At XPO Logistics, our employees are our greatest asset. As the Manager of Customer Service, you will be responsible for ensuring that our customers receive world class service. You will also participate in order management activities which include order entry, route selection that maximizes margin, tendering of loads to underlying intermodal carriers, and dashboard management. On our team, you'll have the support to excel at work, and the resources to build a career you can be proud of.
Pay, benefits and more.
We are eager to attract the best, so we offer competitive compensation and a generous benefits package, including full health insurance (medical, dental and vision), 401(k), life insurance, disability, and the opportunity to participate in a company incentive plan.
What you'll do on a typical day:
Effective order-level communication with customers, shippers and consignees
Operationalize spot opportunities to maximize the benefit to XPO
Meet on-time performance goals for pick and delivery; meet email response time goals
Process all orders and accessorials in a timely and accurate fashion
Perform appointment setting responsibilities in a timely manner
Solve escalated problems that require working across functions such as network, regional service center, and other departments to resolve
Communicate accessorial and per diem charges to customers as soon as possible
Direct the work of the Customer Service Reps and Senior Reps including: selecting candidates, assigning work, developing team members, evaluating performance, enforcing policies and procedures, and handling employee discipline
Coach and train staff in the areas of transportation and customer service skills, instilling in the team an attitude of providing world-class customer service
What you need to succeed at XPO:
At a minimum, you'll need:
- High school diploma or equivalent
- 2 years of transportation/customer service/operations experience
It'd be great if you also have:
5 years of transportation/customer service/operations experience
Possess interpersonal skills necessary to communicate effectively with customers and staff
Be part of something big.
XPO provides cutting-edge supply chain solutions to the world's most successful companies, including Disney, Pepsi, L'Oréal, Toyota and many others. We're the fastest-growing transportation company on the Fortune 500 list and we're just getting started.
We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran, or other protected status.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Nearest Major Market: Columbus
Nearest Secondary Market: Dublin
Manager, Customer Service
Manage and direct the programs and activities of customer service call center and customer service on-street representatives to ensure a high degree of service quality and customer satisfaction. Serve as Department's liaison with Operations and other departments for purpose of planning and implementing service response for special events, and planned and unplanned service disruptions.
Provide support for efforts to improve the customer experience, and increase ridership and community support. Ensure a commitment to safety through effective leadership, role modeling and implementing practices that demonstrate safety is a fundamental value and a priority in all aspects of work. Perform related duties as required.
1.Manage Customer Service department staff through effective coaching and counseling to guide employees toward high work standards and performance. Monitor employee performance and conduct performance evaluations. Maintain discipline through equal application of all rules, procedures, policies and the Labor Agreement. Document and recommend any necessary discipline. Respond to employee concerns and union grievances.
2.Oversee continuous high quality customer service efforts delivered through the call center. Oversee the continuous implementation and improvement of the Service Improvement Program (SIP) database. Manage the implementation and growth of the call center in support of the regional electronic fare program, including hiring, training and preparing standard operating procedures.
3.Mobilize and coordinate customer service on-street representatives, Ride Guide response team, and other staff as needed to respond to planned and unplanned service disruptions. Work with internal partners to identify and implement projects requiring assistance of customer service on-street representatives. Lead employee volunteer recruitment and agency/partner training efforts for major planned and unplanned events (ie. Rose Festival, winter weather response, etc.).
4.Serve as Customer Service department's liaison with Service Planning and Operations. Represent customers' interests when planning service response and mitigation to planned or unplanned service disruptions. Serve as Department's representative at Special Events Transportation Service (SETS) meetings.
5.Serve as Customer Service department's primary liaison with Operations during planned and unplanned service disruptions. Report to the Operations Command Center as needed, including some nights and weekends.
6.Develop communication protocols to ensure that Customer Service field efforts complement Operations' efforts. Develop good working relationships and maintain effective communication with front-line Operations staff to ensure customers' interests are served. Maintain and improve customer service training modules for Operations personnel and other agency staff.
7.Manage department budget, and create and oversee department contracts.
8.Evaluate effectiveness of agency efforts as they relate to our customers' on-street and customer service call center experiences. Provide feedback and recommend solutions to internal partners for purpose of continually improving service quality.
9.Maintain and increase customer satisfaction through coordination with appropriate departments in problem solving efforts and program development with focus on service quality.
10. Serve as Customer Service department's liaison and/or lead for implementing new programs, policies and technology to improve the customer experience, and increase ridership and community support.
11. Knowledge of common help desk/ticketing solutions such as: Zendesk or Salesforce
12. Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
13. Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.
14. Innovate and implement ideas to ensure better customer satisfaction, more efficient workflows, and measurable business benefits.
15. Deliver performance trends, insights, and key learnings to CX Leadership and agency executives.
Bachelor's degree in Business, Marketing, Communications, Public Relations, Public Administration or related field.
A minimum of eight (8) years total credited experience. Increasingly responsible experience in managing customer support or customer service functions, including supervision of others. Transit experience is desirable.
Or any equivalent combination of experience and training.
Type of Position / Grade / FLSA:
Grade 13, Exempt, Non-Union, Full-Time
Hourly Rate Range:
Selection Process – Candidates will be selected based at a minimum on the result of:
1.Application Review/ Please Include: Cover Letter and Resume
Make sure you describe in detail how your education, training and work experience fit with this role. You are encouraged to attach a resume, cover letter, training certificates and/or letters of recommendation with your application. You are permitted five attachments of less than 5MB each.
Internal applicants: Information in your personnel file will not be used in lieu of information requested on your application. Incomplete applications will not be considered.
If you are a qualified veteran and would like to apply for veterans' preference points, you will need to reflect your status on the application and attach supporting documentation at the time of application submission.
If you need accommodation under the Americans with Disabilities Act for any part of the application process, contact our Human Resources staff at 503-962-7505, or the TTY line at 7-1-1. Note that we require a minimum of two workdays' notice prior to the need for accommodation.
TriMet is an equal opportunity employer, committed to developing an organization that is reflective of and sensitive to the needs of the diverse community we serve, including veterans, the elderly, and individuals with disabilities.
Manager, Customer Service
July 13, 2018
Title: Director Customer Service
Business Unit: UML
Work Location: Woodland Hills, CA
Department: Customer Svcs/Order Entry UML
Reports To: Sr. Director Retail Operations
- Exempt or non-exempt determination will be made by Corporate Legal based on job functions and responsibilities
We are UMG, the Universal Music Group. We are the world's leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
We're looking for a Customer Service manager to oversee a team of Customer Service Representatives. This role will act as the main interface with customers for all matters relating to the customer service and distribution business. In addition to overseeing a team of Customer Service Analysts, the Manager will be cross trained and perform Order Management functions and support other team members as appropriate.
The Customer Service Manager is responsible for building an excellent working relationship between UMG, 3PL providers and customers. The role will also work on liaising with all groups to ensure that the customer account runs smoothly and efficiently with the primary focus being on effective new release, campaign and Catalog order management.
The Customer Service Manager should make a full and valuable contribution, supporting the effort to ensure the customer's needs are met wherever practicable, whilst being aware of cost and maintaining UMG service levels.
Account Management and Supervision
Manage a team and provide hands-on guidance and leadership to support all day to day Order Management and Customer Service activities to deliver business results
Develop and maintain excellent working relationship with
UMG's supply chain
Produce management and customer reports as required, Co-ordinate and feedback business measures / KPI reporting to the customer in-line with the Contract
Maintain new release & early ship report keeping the warehouse informed
Address and follow up systems issues, queries and reporting needs
To communicate both pro-actively and reactively with customer as circumstances dictate
Provide exceptional business analytical support to Management and team
Leverage business analytics to help prioritize and improve day to day service delivery
Develop team and team members
Process & System Enhancement
Continuous improvement of processes/work instructions/service levels
Assists with the development of processes, system enhancements, and reports (e.g., Key Performance Indicators (KPI), statistical and trends reports) to facilitate execution of responsibilities
Performs special projects and ad hoc analysis as requested by management or as required for their assigned accounts
Exceptional ability to analyze data and trends, make educated conclusions and provide recommendations in a clear and concise manner
Is adept at implementing and/or designing statistical metrics
Demonstrates experience in extracting and segmenting data to facilitate data analysis.
Knows how or where to obtain information; is resourceful
Supervision & Leadership
Demonstrated ability to manage and direct a team to deliver business results
Takes ownership and responsibility for work progress
Prioritizes work activities; plans and stays organized to meet commitment and productivity standards
Ability to continuously prioritize workload and work under pressure.
Develops well thought out action plans
Is a highly detail oriented individual
Manages timelines; deals effectively with pressure
Proven interpersonal, verbal and written communication skills, Excellent telephone manner
Expresses written ideas, thoughts, or facts in a clear, convincing, and organized way
To be an effective and flexible member of the Customer Services team
Embraces teamwork; shares ideas / methods to improve performance
Other Necessary Skills
Takes initiative and seeks increased responsibilities
Solid understanding of operations and the supply chain domain
Any other language is an asset
Service delivery orientation
Excellent communication and persuasive skills
Positive attitude and team player
Problem solving and decision-making skills
Must be able to perform effectively in a deadline driven multi-tasking environment
Strong working knowledge of Microsoft Office applications with key focus on Excel
A minimum of 3 to 5 years of experience in a client facing role preferred. This experience would ideally have been gained within the distribution sector of the Entertainment or Fast-Moving Consumer industry.
IT experience – Advanced expertise in Microsoft software packages
Understanding of Order Management and distribution processes
BA/BS in Business, Operations or related field; or equivalent experience
Universal Music Group is an Equal Opportunity Employer.
This job description only provides an overview of job responsibilities that are subject to change.
Universal Music Group – Job Description 1
Manager Customer Service
This Manager, Customer Service position is responsible for liaising between plant level materials and operations and plant customer(s) on all orders. . The Customer Service Manager shall be the integration point for Manufacturing into the sales and commercial planning organization, order tracking, and project management are the responsibility of this position. This position shall routinely lead the dialogue & be responsible for regular communication with their respective customers on all orders with key counterparts in Planning and Sales.
Work with operations, supply chain, planning and sales teams for order delivery.
Work with operations and supply chain to Identify risks to order fulfillment or demand forecast and develop effective mitigation plans.
Facilitate and work with planning On delivery scheduling and prioritization of sales orders
Monitor, analyze, and troubleshoot manufacturing & supply chain related issues in a timely and accurate manner.
Learn and grow into subject matter expert on all products and manufacturing processes
Clearly communicate in timely manner any and all delays out of manufacturing to planning and sales
Must have to ability to clearly communicate and explain complex demand/supply gaps when it comes to order fulfillment and provide recommendations to senior management.
Serve as a key member of the supply chain team in helping to define. Supply plans based on orders and forecasts
Provide input to the Supply Planning organization in developing inventory strategies on existing items, new products, and product phase-outs based on orders and forecasts
Be a key player in developing the constrained supply plan based on available capacity and supply chain availability
Facilitate a collaborative order fulfilment process with supply chain, operations, quality.
Build and maintain on-time delivery and order fulfillment metrics on a weekly basis.
- Execute with excellence in the area of order delivery execution and feedback to the manufacturing and Supply Chain group the opportunities and risks regarding customer delivery performance metrics.
Bachelor's degree in Business or equivalent.
4+ years managerial experience
Previous experience in Microsoft Navision a plus
Previous product experience a plus
Expert in Excel and data analysis a must
Manager Customer Service
as a Manager-Customer Service, you will manage 10-15 customer service employees
to achieve set goals. A key component of the position is to manage
quality and productivity of assigned customer service team to provide excellent
customer service, minimize losses and maintain profits. Get an
inside peek of this amazing Chicago center! Click on the link below:
the development of customer service employees, to ensure performance objectives
are met and to develop employees' skill sets. Follow detailed coaching
processes as the basis for development of employees in all performance
categories. Ensure customer issues are resolved in a manner which is both
customer services oriented and cost effective.
and approve handling of claims and billing problems to ensure errors are
properly documented and corrective action is recommended and initiated.
Determine creative solutions outside general guidelines, as appropriate, based
on individual circumstances.
quality problems and define/implement procedural or product solutions as appropriate
within customer service to correct.
with customers to resolve and correct escalated claims and customer
appeals. May represent company in legal disputes. Ensure customer
satisfaction while protecting company revenue.
or more years experience in customer service.
of Word, Excel, Access, PowerPoint, and Outlook
communication, problem solving, decision-making and negotiating skills
to work autonomously and have a high energy level to motivate a team
to plan/organize work activities and influence/persuade others
to work different shifts. The center is operational Monday - Saturday
8:00 AM to 9:00 PM currently (subject to change).
or more years call center in a supervisory capacity
degree in Business
years similar work experience
Job ID 1824694 Date posted 06/22/2018
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