Initiates, coordinates, analyzes and manages customer service initiatives to meet customer service goals. Assists in the development and implementation of customer service programs. Interfaces, obtains buy-in and coordinates activities with management on customer service programs. Manages assigned customer service staff and may act as liaison between customer, operations and sales.
Job Responsibility |
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- Monitors the organizations' level of customer satisfaction in assigned location. This may include analysis and comparison of this organization's customer service function with those of recognized customer service leaders. This may also include establishing performance targets for customer satisfaction.
- Identifies and categorizes elements associated with the organization's level of customer satisfaction.
- Interacts with management to obtain feedback, recommend customer service initiatives and to implement agreeable actions.
- Coordinates the activities of direct reports within location to enhance communication, eliminate redundant efforts and to view opportunities to consolidate customer service efforts.
- Implements and navigates Customer Responsiveness Improvements programs to achieve assigned objectives.
- Develops and directs the administration of customer satisfaction reviews. Develops corrective action plans as required to improve levels of customer satisfaction.
- Oversees management of customer leads and opportunities using the Customer Relationship Management system.
- Assists in the development of business plans for the deployment of customer service initiatives to interface with operations including service areas such as Conformity Assessment Service, Quality Registration Services (QRS), Electromagnetic Compatibility (EMC), etc.
- Manages the performance of direct reports by defining accountability, establishing performance objectives, providing feedback and guidance, and ensuring that all policies are understood and adhered to.
- Assists in the development and implementation of the location's customer service budget.
- Performs other duties as directed.
Required Skills |
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- Willing and able to travel on occasion.
- Demonstrated ability to successfully manage a Customer Service team.
- Ability to manage a customer service team interfacing with operations staff Ability to solicit feedback and create buy-in on future customer service initiatives.
- Ability to motivate others in support of customer service initiatives.
- Demonstrated ability to serve as liaison between sales, marketing, and customer service and order fulfillment functions by applying knowledge of company services, policies and procedures.
- Demonstrated ability to keep multiple projects on schedule.
- Demonstrated computer literacy and ability to use company databases.
- Excellent problem-solving and negotiation skills.
- Demonstrated ability to successfully interface with customers of all levels.
- Demonstrated ability to coordinate and implement department budget.
- Ability to communicate CS programs and initiatives to other areas of the organization.
- University degree ( Bachelor's degree).
- Five years of progressive customer service experience with a minimum three years management experience in an operational environment.
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