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Customer Service Manager
hace 2 meses
**Customer Service Excellence**
We are looking for a talented professional to join our team as a Customer Service Manager. This role is responsible for managing a team of customer service representatives to deliver exceptional customer service to our customers in North America.
As a Customer Service Manager, you will be responsible for creating a culture of highly engaged employees, driving change, and contributing to the continuous improvement of customer service. You will develop strategies to continually improve customer experience and act as a liaison between customer service and other internal departments to ensure the best customer experience and compliance with FDA regulations.
**Key Responsibilities:**
- Collaborate with other Customer Service Managers in North America to develop goals and expectations for the Customer Support Team
- Coach and develop team members to achieve their full potential
- Responsible for onboarding and continued development of all CSRs within the department
- Participate in the daily call center operation, including staffing, planning, assigning tasks, and monitoring workflow to ensure timely processing of all orders in a multi-channel contact center
- Drive continuous improvement in process and service-delivery
- Collaborate cross-departmentally with Sales, Marketing, Education, and Finance to execute on strategic goals
- Subject Matter Expert in call routing and design, telephone messaging and announcements, and integrated Quality Monitoring systems (e.g. VPI)
- Subject Matter Expert in SAP Sales and Distribution module
- Represent Customer Service in a wide variety of projects that support Company initiatives, programs, and promotions
- Analyze reports/statistics to identify trends for optimal service level achievement
- Handles escalated customer issues
- Performs call monitoring to ensure quality of service and appropriate level of product knowledge
**Management Responsibilities:**
Up to 10 Customer Service Representatives
**Requirements:**
- Fluent in English
- Bachelor's Degree in Business Administration or equivalent experience
- 5+ years business experience with progressively increasing responsibility
- 5+ years customer service supervisory experience, preferably in a fast-paced, high-volume call center environment
- Dental industry background or experience
- Ability to coach and develop people
- Ability to develop and implement procedures
- Ability to make decisions and act with information available while understanding larger impact
- Ability to think strategically and understand larger business implications of decisions
- Strong writing, presentation, verbal, and written communications skills
- Excellent interpersonal and relationship-building skills
**Employment Type**: Full Time
**Travel Percentage**: 0 - 10%
