Note: Proper records and documentation are mandatory to support verbal and written warnings and disciplinary action, therefore, the CS Manager maintains an informal file on each assigned CSR in which such documentation and notes are collected for reference, Formally appraises the performance of each subordinate for the year using the documentation collected from observations, commendations, employee performance recap sheet statistics, claims, hard copy/no fall reports, attendance records and verbal and written counselling notes. Recommend, implement and coordinate "best practices" and policies that maximize employee development, training and performance, Lead by example an obsession for customer service. Full Name [Street, City, State, Zip] | [Phone] [Email Address] CUSTOMER SERVICE MANAGER Career Summary. Coordinate P.O.’s from PWC and Military Engines. Take appropriate action with utmost priority and speed, to ensure service level metrics are achieved communicate with the client and dealership on a daily basis via phone or email. Experience in working cross departmentally to deliver results, Handles multi-tasking effectively and proven time management skills, Strong PC skills, including Intermediate proficiency level in Excel and Word, Experience in championing change and employee engagement culture, Previous experience using ACD system. Download Customer Service Manager Resume Sample as Image file, Supervisor Customer Service Resume Sample, Customer Service Team Manager Resume Sample, Customer Service Assistant Manager Resume Sample, Customer Service Customer Representative Resume Sample, Customer Service Representative, Service Resume Sample, Provides monthly performance feedback to CSR’s in order to address performance gaps and manage performance improvement, Through strategic management and measurement of team performance, develop, plan and execute departmental improvements while simplifying processes, Works with managers and supervisors to provide a work environment and culture that promotes customer service, staff development and achievement, Manage the operational activities of the contact center including quality service, workflow, work force optimization, and cost management, Work with peers in a team setting to develop and implement improvement suggestions, policies, work forecasting, and staff scheduling, Maintain team’s call quality standards, providing feedback and developing performance development plans, Provides oversight and technical direction for order management, inquiry management, and invoice management activities, Will assist in developing ideas for work simplification, cost reduction, process improvement methods (bullet proofing), scheduling and labor hour planning, Provides ongoing performance management training and conducts timely formal performance appraisals for direct reports, Performance management and developing people, with a dedication towards on the job training and a clear focus on colleague development, Lead TEOA Strategy, Process Transformation, Performance Improvement Management, Talent Development and Mind-set & Culture as the NA Site Leader, Manage employee performance and provide ongoing feedback to train, cross-train and develop employees, Work with Workforce cell teams to insure development in team concepts, Create enduring relationships with all levels of management and fellow co-workers, Highly motivated and self-directed capable of multi-tasking and able to work with minimal supervision, Able to deliver excellent presentations at a professional level, The ability to communicate at all levels of the customer; from an executive audience as well as the ability to talk in detail on a tactical level, Excellent customer service attitude and the ability to interact with customers in a professional manner, Detail orientation, strong analytical skills, and strong process orientation and analysis skills, Strong staff development skills and leadership ability. Must accept these working conditions, This job is subject to Department of Transportation (DOT) drug and alcohol testing. Create a Resume in Minutes with Professional Resume Templates. See salaries, compare reviews, easily apply, and get hired. Collaborate and partner with Customer Development teams to drive growth for the customer and for Unilever, Manage PDP process for Event Supply Planners and Customer Supply Chain Analyst, Logistics / Operations / Manufacturing / Customer Service focused, 3+ years as a manager or leadership position including responsibilities for the oversight of a team, Ensure that complex complaints are dealt with effectively and efficiently, Proven, relevant experience in a similar role would be ideal, as is a passion for delivering excellent levels of customer service, Able to question complex information to identify cause and effect and deliver attractive solutions, Possess the ability to maintain high performance in a pressured environment, Confident in producing a high level of written communication along with exceptional interpersonal, communication and negotiating skills, This position requires managing above-wing and below-wing operations, interacting with customers in the terminal and being visibile outside regardless of the weather elements, The selected candidate will reside and support the Maui station but must be willing to assist at any of the other stations on various Islands when necessary. Department is responsible for reviewing all complaints pertaining to invoice disputes, product quality issues and imprint quality issues. Responsible for the customer service manager of this fast-paced promotional products manufacturer. Download the customer service manager resume template (compatible with Google Docs and Word Online) or see below for more examples. Quickly establishes and maintains creditability with customers, Team Commitment: Proven success in building and leading teams, collaborating cross-functionally and managing diverse thinking, Based in Stockton, CA but ability to travel 30% to North Platte, Understanding and experience of rotating equipment products and process control industries, Strong knowledge of engineering principles and practices, Strong interpersonal, communications skills and outstanding ability to develop relationship with others, Implement programs and services to residents and prospective residents of an assigned community to contribute to AVB’s annual business goals, Communicate with residents to ensure residents are knowledgeable regarding community’s services, operating procedures and issues/events, Respond to inquiries and requests from prospective residents, Respond to resident requests and work with residents to minimize/resolve problems and complaints. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must possess strong interpersonal, presentation, organizational, and planning skills, Develops rigourous procedures to ensure compliance to AS9100. The preferred candidate will have worked for a product based company versus a call center, Must have excellent verbal and written skills as well as excellent active listening skills, Ability to establish and maintain strong relationships; a people person, Good problem solving skills; business maturity, Inspire winning and purpose in your team of 9 direct and indirect reports working in an agile environment. Approve employee time records, work assignments, vacations, sick pay, etc. Close out or open call records. Drives Bookings for the business unit, maintains forecast for bookings and sales, Maintains and delivers statistical data on department performance. Manage the evaluation of incoming repairs within Coordinator team, Management of Watchmakers ensuring Repairs quality and productivity targets are met for the 18,000+ watches going through the workshop pa, Manages complex customer situations promptly and professionally meeting commitments for service and assistance. Managing customer accounts is a critical task for any organization. Your Account Manager resume template needs to show that you are a responsible professional who is capable of making customers happy. Performs quality control monitoring of customer service while tracking call center performance through call volume and productivity statistics. Monitor Customer Service standards ensuring the required level of service and communication is achieved, Manage the Customer Services team across, recruitment and selection, rotas, holding regular 1-2-1s and performance reviews, identifying training and development needs, managing disciplinary and grievance procedures, providing team quality control and ongoing team support and guidance, Be responsible for measuring and enhancing the employee engagement levels across the site. ), Physical demands: While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. Review received customer documentation and liaises with airline customer as required to collect missing information. - Solves complex problems, and presents different professional/technical scenarios and approaches by applying specialist knowledge. Do the PE and evaluations of the Team leaders, harmonizes the CS evaluations, Proven experience in Customer Service management, Federal laws, Code of Federal Regulations (CFR) Title 49, rules and regulations governing CDL operations to include Federal Motor Carrier Safety Administration (FMCSA), ARS Statutes Title 28, Arizona Administrative Code (Rules) governing CDL operations, Broad knowledge of MVD policies, rules and regulations governing MVD operations, Legislative process, information technology, public relations and employee relations practices, Operational planning, budgeting and performance measurements, Employee, customer and stakeholder relations, Develop, lead, monitor and evaluate operational and process improvement efforts of subordinate work units, Develop Supervisors to ensure excellent performance of customer service staff when servicing customer contacts, Ability to effectively communicate to the staff and Senior Management through written or verbal communication, Effectively lead change as new initiatives are identified, Contribute to the attainment of Contact Center key performance indicators, Translate VOC information into actionable feedback shared with internal / external business partners and Senior Management, Experience motivating, inspiring and achieving results through others, Develop and maintain effective relationships with employees, internal / external business partners and Senior Management, Maintain a positive work environment that supports high performing teams and rewards people based on performance, Develop, motivate, and retain employees at all levels of the organization, Provide on-going coaching on team's performance in relation to quality of service, reliability, availability and retention, Lead in the development of Contact Center programs and process improvements that enhance the level of internal and external customer service and efficiency, Knowledge of Contact Center systems such as WFM, and Quality Monitoring Systems preferred, Excellent follow-up skills and ability to meet aggressive deadlines, Strong oral/written communications and analytical skills, Intermediate level skills in MS Office with strong emphasis in MS Excel, Minimum of 5 years’ experience, Contact Center Management, Managing multiple teams simultaneously within a contact center or retail environment, Oversee the Public Works Department customer service team, Manage and train the customer service team, including Customer Associates and Right of Way Infrastructure Inspectors, Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis, Create and implement and effective customer loyalty program, Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service, Participate in the hiring of customer service team employees, Translate skills to other employees through training and mentoring, Be proficient with Microsoft Office Suite and IWORq’s, Significant experience of managing a commercially focused customer service/sales teams, Experience of coaching and developing commercial skills of team members, Strong drive for delivering results and continuous process improvement, Experience of effective customer forecasting, Excellent senior stakeholder management skills, Experience of change management within customer service/sales environment is desirable, Candidates must be able to demonstrate a pre-existing right to work and travel within the EU. Experience with related products is helpful but not required to perform the essential responsibilities of the position. Communicates quality standards, operational processes, policies, procedures and review mechanisms, May act as another tier of support, responding to increasingly escalated customer services calls in a timely and effective manner. Processed credit card payments, money orders, payroll, and government checks. MBA or equivalent qualification preferred, At least 5 years' professional experience in FMCG (Supply Chain or Sales will be prefered), Highly skilled at communication with cross functions and senior management, Independently manage and motivate our inbound Customer Service Call Center consisting of 30 - 100 employees, Leadership, development and manage 2 - 7 Supervisors, Drive employee performance and morale to reduce turnover, Devise, implement and execute an action plan to achieve departmental goals and metrics, Track quality metrics such as the length of calls and quality of calls, Train and develop high performing employees at all levels in the call center, 5+ years of Supervisor and/or Manager experience, Proficiency with Word (creating and editing documents), Excel (spreadsheets, formulas), PowerPoint (presentations) and Outlook (tasks, email, calendar), Pharmacy Benefit Management or Healthcare experience, Project Management experience with an emphasis on detail and follow through, 2+ years of Call Center Manager experience, Ability to motivate employees for top performance, Strong Leadership skills and ability to foster a team environment, Ability to work independently and with a sense of urgency, College degree (preferred) with 10+ years of related experience in the Financial Services Industry, demonstrating in-depth functional area expertise, Strong leadership, presentation, interpersonal and conflict management skills, Strong knowledge of HOA services highly desirable, Excellent customer service and advanced problem resolution skills, Strong interpersonal, written, and verbal communication skills, Ability to create and deliver presentations, Strategic thinker, able to create and execute on business plans and strategies, Comprehensive knowledge of technical aspects of functional area, including applicable legal, regulatory and accounting issues, Strong project management and analytical skills, Networking outlets and stay in tune with industry best practices, Experience handling interpersonal and employee issues, Experience with performance management, training, hiring/firing, Establishes team and individual goals to support strategic Customer Support objectives and department goals; pursues benchmarking and best in class practices with peer companies and competitors, Plans staffing levels and oversees the hiring process. Microsoft Office suite (Outlook, Excel Word and Power Point), Familiarity and understanding of Commercial Cards financial industry preferred, Proven ability to make sound business decisions, Interpersonal skills and ability to work well in a team environment collaborating across diverse groups, Experience in creating and implementing processes that result in improved business performance, Ability to present a compelling case for ideas and initiatives through listening and articulating a convincing point of view, Ensures that staff performance is in compliance with established procedures and meets or exceeds departmental performance standards, Provides daily direction and communication to team members, Provides feedback, coaching and training to meet performance objectives, Provides statistical, performance feedback, coaching and development on a regular basis to each representative. Create/update engine record for engine induction and shipping. This experience would ideally have been gained within the distribution sector of the Entertainment industry, IT experience - proficient in Microsoft software packages, An interest in distribution of Entertainment media, Responsible of order entry process of all business units, Responsible of invoicing process of all business units, including credit notes, Leading the invoice issue solving process with customers, being the main contact and meeting them directly if necessary, Accomplish and ensure compliance with all internal standards and procedures aimed at assuring the quality of service provided to customers, Ensure that the necessary systems and tools are in place to be able to provide the optimum invoicing process & Customer Service satisfaction, Ensure the analysis of all Supply Chain area expenses, including warehouse and transportation, Take part in defining the training received by the personnel in the area and take an active part in providing that training, Occupy the top level in the scale of resolution of problems by the members of the team and have comprehensive knowledge of the department’s activities and be aware of both the internal and external implications of his or her actions, Report and provide all management information on quality and performance indicators in the area, to facilitate decisions by management, Ensure that NFCM controls of the area are in place and delivered on time, Manage a group of Customer Service Representatives, organizing their activities, establishing priorities and monitoring achievement of the quality standards, Responsible to ensure the follow up and resolution on time of any type of Customer claim or request, Responsible to ensure a correct returns process, 3-5 years of experience in Customer Service Areas, Managing internal service center operations to meet/exceed P&L objectives, Championing the development of leadership competencies that drive individual and team goals, Meeting customer and shipment metrics, including time to fill, expediting orders, and quoting, Developing, implementing, and monitoring programs and activities related to product promotion and inside sales, office and warehouse functions, and customer service – as well measuring the results, Hiring, training, and developing service center personnel, Assisting account managers in the identification, acquisition, and retention of customers, Managing inventory, receivables, expenses, and profit/loss accounting, Reviewing and completing monthly reports as well as overseeing petty cash balancing, Ensuring that customer relations are maintained at a high level, Utilizing key metrics to evaluate and recommend best practices for operations, Creating a positive, dynamic, and fun work environment, 2+ years of proven sales or customer service leadership experience in an industrial atmosphere or parts counter, Solid understanding of financial and accounting concepts, Industrial sales / distribution experience, preferred, BS degree preferred or 3+ years minimum Customer Service/Sales management environment, Ability to communicate clearly; including written and verbal communications, Report to work fit for duty and not affected by alcohol, drugs, medications or other harmful influences, Bachelor’s degree in Business or technical field, Direct and/or functional management experience managing others, Demonstrated experience successfully leading Customer Service teams and processes, Result-oriented with strong written and oral communication skills, Demonstrated ability and analytical skills to evaluate and improve business processes, Strong leadership ability; Self-motivated, Ability to manage competing priorities in a matrix organization, Ability to build effective teams through coaching and collaboration, Effectively develop and manage close business and personal relationships with the assigned customers, Identify customer requirements in order to develop appropriate solutions, Execute "Resolve Customer Issues" process for resolution of all Customer Support related issues and overview for resolution for all other customer issues. 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