Customer Service Manager Job Description

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Customer Service Manager Job Description

Job descriptions
Call Center and Customer Service

Job summary 1

The successful candidate should be a highly motivated, high-energy individual with a strong desire to succeed and mentor our Service team while focusing on Excellent Customer Service while adhering to group policies and procedures. The Customer Service Manager is responsible for maintaining high customer retention, and customer satisfaction and monitoring customer complaints as well as contacting service customers after their visit to monitor quality control and satisfaction.

Duties & Responsibilities 1

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Greets customers in a timely, friendly manner
Think quickly on your feet and handle ambiguity
Establish rapport and develop meaningful relationships with your clients
Negotiate effectively, finding the win-win solution to problems
Proactively solicit feedback, ask clarifying questions and resolve issues in a non-confrontational way
Ability to perform as part of a larger team and work independently to schedule and prioritize your work
- Must believe in what you do and feel a vested interest in the company’s success
- Must be able to multi-task
- Looking for a self-starter with motivation to succeed

Requirements & Skills 1

3-5 years of professional experience working in sales, marketing, or customer service in an automotive retail environment
Significant experience working with CRM tools and high comfort level with digital technology
- Communicate well both orally and in writing and demonstrate business and financial acumen in your daily work
- Professional personal appearance
- Excellent oral and written communication skills

Job summary 2

We are currently looking for a Customer Service Manager for our team. The right candidate will be responsible for the overall performance and service provided by the Customer Service Department. The Customer Service Manager is ultimately responsible for the delivery of quality warranty service and customer satisfaction. Carries out supervisory responsibilities by the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Duties & Responsibilities 2

Responsible for designing and implementing improved processes and operational policies
Recommend changes to products or services to fulfill customer needs
Total involvement with training, communication, and development of all Customer Service personnel
- Review and manage Customer Service assignments and offer preliminary guidance as needed to properly prepare the Customer Service Technicians for working on each claim
- Monitor, maintain and enforce all budgets
- Review and approve all warranty department invoices

Requirements & Skills 2

Bachelor's degree (B. A.) from a four-year College or university; or five to seven years related experience and/or training; or equivalent combination of education and experience.
Must have a vehicle, a valid driver's license, and be willing to travel.

Job summary 3

The Customer Service Manager provides a high level of attention to customer accounts, processing customer orders, and communicating on related order issues, new products, and/or change management for goods sold. The Customer Service Manager supports the respective sales staff for accounts assigned and is the main internal contact for those accounts.

Duties & Responsibilities 3

Perform customer contract reviews
Research, develop, implement, and monitor a variety of order processing channels and stock requirements.
Review pricing with sales and reconcile pricing issues as necessary.
Work closely with respective sales staff as their internal contact point for customer requirements, including special projects, and/or product changes, etc.
Work closely with manufacturing to ensure smooth product transfers from a sales administration standpoint.
Assist Supply Chain staff with difficult expedites with manufacturing sites as directed
- Compile periodic reports as required by customers.
- Warranty & Returns – process all assigned customer RMA’s for customer returned material and coordinate with accounting as necessary.
- Make every effort to ensure customer satisfaction.

Requirements & Skills 3

BA degree preferred, minimum Associates Degree in Business Administration
5 to 7 years experience in order processing and administration, preferably in a customer service environment
Enterprise Resource Planning (ERP) system experience
Ability to advocate on behalf of the customer as well as the company
Excellent analytical and problem-solving skills required to assess and resolve issues with strong attention to detail.
- Strong interpersonal skills
- Proficiency in Microsoft Office
- Excellent communication, facilitation and follow-up skills

Job summary 4

The Customer Service Manager will effectively manage and assist with existing and prospective contract manufacturing accounts. He/she will work cross-functionally with various departments to ensure proper attainment and onboarding of new accounts.

Duties & Responsibilities 4

Requirements & Skills 4

1-3 years experience in one or more of the following: sales support and/or account management
Strong written and verbal communication skills
Proficient with Microsoft Office products (Excel, Word, Outlook)
Proficient with Google Drive products (sheets, etc.) preferred
- Strong attention to detail
- Customer-focused
- Works well with little supervision, with other departments and different personalities

Job summary 5

The role of the Customer Service Manager is to assist in managing and directing all service department activities. The Customer Service Manager ensures customer satisfaction at the highest level through effective services.

Duties & Responsibilities 5

Maintain an organized service area.
Work with the Manager to set and enforce work priority.
Inform customers.
- Educate and explain service to customers when needed.
- Deliver excellent customer service.
- Other duties as assigned.

Requirements & Skills 5

High School or equivalent diploma required. The ability to type with speed and accuracy and proficiency in Microsoft Office products (Access, Excel, Word) is required.
- The employee must occasionally lift and/or move up to 50 pounds.
- Specific vision abilities required by this job include close vision and the ability to adjust focus.
- Work may require travel, overnight travel, and weekend or evening work.

Job summary 6

The Customer Service Manager is the day-to-day operational lead for customer deliverables. They take ownership of all delivery details associated with their assigned customers and are the expert in their customer’s business. The Customer Service Manager coordinates all activities associated with client objectives/requirements.

Duties & Responsibilities 6

Customer Management - Understand the customer’s requirements and operating cadence, key milestones, and business objectives and deliver within those guidelines.
- Project Management - Determine critical inputs required to support the customer’s business objectives and monitor each to ensure they have been received and are complete.
- Issue exploration - As anomalies appear, research and understand what may have caused the anomaly and proactively drive to a conclusion, supported by other subject matter experts.
- Documentation - Primary owner for documenting, updating, and maintaining all customer records as the customer’s requirements change and our processes evolve.

Requirements & Skills 6

3-5 years of experience
You take pride in being a top performer and a subject matter expert.
You’re comfortable with what you know and what you don’t and you’re able to articulate it well, both 1:1 and in a group.
Strong analytical skills
- Demonstrated proficiency with Excel and PowerPoint
- Adept at communicating verbally and in writing
- Strong time management - the ability to manage multiple, competing priorities

Job summary 7

We are looking for a Customer Service Manager to join our team. The right person will be a natural people leader, responsible for building engaging teams and improving operational efficiency. This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel. A customer-first mindset is critical for this role.

Duties & Responsibilities 7

Develop, manage and coach successful teams that deliver an exceptional customer experience
Establish peer-to-peer relationships with other Managers to enhance process efficiency.
- Use data to identify areas of opportunity, and develop action plans to improve KPIs and close performance gaps
- Collaborate with other managers to establish and build SOPs for existing processes and procedures.
- Ensure that regular performance reviews and feedback is provided regularly to all levels of employees to ensure a highly engaged workforce

Requirements & Skills 7

3+ years of multi-channel customer service management experience
Must be comfortable adapting to rapidly shifting goals, and willing to 'roll up your sleeves to solve a variety of challenges
BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree)
- Strong computer and internet proficiency in a technology-driven environment
- Outstanding oral and written communication skills
- Inventory control experience a big ++

Job summary 8

This position is responsible for developing, coordinating, and maintaining top-notch customer service tactics, customer relations, and communication strategies through superior service. It will also play a key role in maintaining the required level of service and customer satisfaction and proactively identifying future improvement opportunities.

Duties & Responsibilities 8

Create, update, and maintain a current contact sheet for all customers. Create, update, and maintain a filing system for all customers including company stores.
Manage and coordinate promotions for all chains. Proactively communicate promotional key dates to internal staff and all franchisees/company restaurants with distribution-related material.
Manage (with transportation) the redelivery process to ensure that timely redeliveries are being executed in the most cost-efficient manner, with a focus on critical items. Make sure that checks and balances are in place for redelivery requests.
Effectively manage the add-on process to ensure delivery.
Effectively manage the will-call process.
Coordinate product allocations in the most cost-efficient, customer-friendly manner.
- Coordinate the recall procedure for all chains.
- Ensure stores are contacted with changes to delivery times.
- Conduct customer visits.

Requirements & Skills 8

Have good listening, verbal, and writing skills.
Be proficient in MS Office Suite (Word, Excel, etc.).
Have great organizational and troubleshooting skills.
Have a proven history working in a management role.
Possess 2 years of experience working with customers at all levels.
Have experience in conflict resolution.
- Be able to work in a diverse, fast-paced environment.
- A degree is desirable.
- Have presentation skills.

Job summary 9

The Customer Service Manager will be responsible for assisting the team with critical escalations. The Customer Service Manager will ensure the team is providing the highest level of service delivery to all customers and will act as a role model to the Customer Service Specialists. The Customer Service Manager will provide direction for the department, recommend technology enhancements, and will strive to become a subject matter expert in the closing process. The Customer Service Manager will monitor daily activities, improve teamwork flow and assist in the development of departmental workflow enhancements.

Duties & Responsibilities 9

Provide coaching, feedback, and counseling, and monitor the development of the assigned Customer Service Specialists.
Conduct interviews for potential employees, make hiring recommendations, and coordinate new hire training.
Monitor incoming volume with a focus on improving first-call resolution, evaluate and perform root cause analysis on issues, recommend solutions, and lead corrective initiatives.
Has a proactive and strategic approach to problem analysis and resolution.
Continuously look for opportunities for department-wide process improvements and makes recommendations to management.
Keeps management informed on patterns and trends of department activities that could impact service delivery.
- Conduct quality assessments which include monitoring the team’s proficiency in typing, grammar, and verbal communication and objective performance feedback to the Specialists when required.
- Performs performance reviews, collaborates with the Specialists on yearly goals, and provides feedback on quarterly ranking.
- Completes managerial duties of timesheet reconciliation and approve and manages team time off to ensure there is no impact on service levels

Requirements & Skills 9

Extensive knowledge in Microsoft Office, simple and/or new technologies, systems capabilities/limitations, management, and workflow.
Demonstrated ability to look for solutions to eliminate manual processes, streamline existing processes and improve workflow.
Strong analytical skills, solutions-oriented, process-oriented with an understanding of the importance that its people, processes, and technology that deliver Best In Class service
- Ability to manage resources, pipeline, analyze reports and identify departmental and customer reporting needs.
- Call center experience is required, ability to manage multiple queues and change queues
- Ability to work independently, and take initiative when necessary with excellent follow-through skills. Excellent written and verbal communication is essential

Job summary 10

The Customer Service Manager will be responsible for supporting and leading a complex Service Delivery team, providing direction for team members within the scope of the contract/Statement of work. Acts as the liaison between service lines and counterparts within the client leadership. Provides and manages escalation support as it relates to the designated service lines. Ensures service lines execute all deliverables.

Duties & Responsibilities 10

Requirements & Skills 10

Bachelor's Degree or equivalent relevant work experience
- 7-10 years of Personal Computer experience
- 5+ years of Customer Service experience
- 7+ years of management experience

Frequently asked questions

What does a customer service manager do?

A customer service manager is a professional who is responsible for managing the customer service department of an organization. They work to ensure that customers receive high-quality service and support and manage a team of customer service representatives.

The job duties of a customer service manager may include:

Developing and implementing customer service policies: They develop and implement customer service policies that align with the organization's goals and objectives.

Managing customer service representatives: A customer service manager is responsible for managing a team of customer service representatives and ensuring that they provide high-quality service to customers.

Monitoring and improving customer satisfaction: They monitor customer satisfaction levels and identify areas for improvement in customer service.

Handling customer complaints: They handle customer complaints and work to resolve them quickly and effectively.

Providing training and coaching: A customer service manager provides training and coaching to customer service representatives to improve their skills and performance.

Analyzing data and generating reports: They analyze customer service data and generate reports on key performance metrics to evaluate the effectiveness of customer service operations.

What skills does a customer service manager need?

The skills of a customer service manager may include:

Strong leadership skills: A customer service manager should have strong leadership skills to manage and motivate a team of customer service representatives.

Excellent communication skills: They should have excellent communication skills to communicate effectively with customers, senior management, and other departments.

Customer-focused attitude: They should have a customer-focused attitude and a strong commitment to providing high-quality service to customers.

Problem-solving skills: A customer service manager should have strong problem-solving skills to handle customer complaints and resolve issues quickly and effectively.

Technical skills: They should be familiar with customer service software and other technical tools to manage customer interactions and generate reports.

Analytical skills: A customer service manager should have strong analytical skills to analyze customer service data and identify areas for improvement.

Overall, a customer service manager plays a critical role in ensuring that customers receive high-quality service and support. They must possess a combination of technical and personal skills, including strong leadership skills, excellent communication skills, a customer-focused attitude, problem-solving skills, technical skills, and analytical skills, to be successful in this role.

Olivia Powell
Recruiting expert

Last updated Sep 30

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Customer Service Manager Job Description

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Frequently asked questions

What does a customer service manager do?

What skills does a customer service manager need?

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