Customer Service Manager

Leading company in Orange County is looking for a Customer Service Manager to join their team! 

Responsibilities:

• Responsible for overseeing the training and development of Customer Service Representatives

 • Ensures that mail, Internet communications and telephone communications are answered properly and in a timely manner to promote a world-class customer service call center

 • Develop, maintain and ensure compliance of both corporate and departmental policies and procedures for the department to include attendance, order processing, shipping, billing, credits and customer care

 • Work closely with managers in other departments such as Sales, Production, Distribution, Product Development, and Marketing to allow the department to excel at improving pre/post-sales support and customer service. Liaison with Finance on customer credit cards and payment plans

• Troubleshoot and resolves non-routine customer complaints. Properly resolves customer issues, adjusts errors and recommends corrective actions relative to customer complaints

• Develop SOP’s for increased customer satisfaction

• Implement metrics to help measure customer service departmental success

 • Capable of identifying and executing (with IT and other Management input) ways to increase customer response times for; backorders, late order follow up

 • Act as back-up to Customer Service Representatives as required

Requirements:

• 5+ years’ experience in customer service managerial experience or relevant business experience is required; preferably in a distribution/manufacturing environment

 • 5 years strong leadership skills required. Exhibits the ability to communicate effectively and motivate the team to achieve organizational goals

 • 5 years working with an ERP system, Sage preferred