At a Glance
- Tasks: Lead a dynamic customer service team to enhance customer experience across multiple channels.
- Company: Join a forward-thinking manufacturing company focused on exceptional customer service.
- Benefits: Enjoy medical insurance, 401(k), tuition assistance, and child care support.
- Other info: This is a full-time, on-site position in Lancaster, SC.
- Why this job: Make a real impact by driving continuous improvement in customer service.
- Qualifications: 8+ years in customer service, with 5+ years in a leadership role.
The predicted salary is between 39600 - 48400 £ per year.
The Customer Service Manager is responsible for leading the Customer Service team to provide reliable, measurable, and high-quality customer experience via phone, email, chat, social media, and other communication methods.
We are looking for a proven candidate to implement best practices that enable us to leverage customer experience as a competitive advantage.
Our ideal customer service manager is highly skilled in driving continuous improvement/process improvement.
The candidate has experience with both defining and implementing from the ground up items such as KPIs, agent performance scorecards, a knowledge base, training programs, telephony systems, and CRMs.
- Roles and Responsibilities
- Lead, inspire, and manage the daily work and performance of the department, which includes typical duties, such as managing inquiries, complaints, orders, returns, etc.
- Develop KPIs, reports, dashboards, and agent performance scorecards.
- Leverage data analytics and technology. Drive continuous improvement and remove waste.
- Implement and enforce policies, procedures, and standards.
- Implement and/or maintain tools needed to sustain performance, such as a knowledge base, telephony system, and CRM.
- Mature training programs and cross train agents to level load work across the team.
- Develop QA/QC program. Coach and mentor to develop team members.
- Work across departments and be relentless at resolving customer issues in a timely manner.
- Stay current on the latest industry trends and techniques.
- This position also oversees the mailroom activities (intercompany and outgoing mail/packages, not including product shipments to external customers).
- Regular attendance is required.
- Communicate effectively with other departments within the organization and function within a team environment.
- Perform other duties as may be required in meeting company objectives.
- 8+ years of customer-facing experience, with at least 5 years in a management/leadership role in a professional customer service environment
- Expertise in process improvement, operational excellence, and change management
- Exceptional executive communication, negotiation, and relationship-building skills
- Strong analytical skills and experience with data-driven decision-making
- Proficient with Microsoft Office
- Experience creating a new customer service department or developing from an early stage preferred
- Five9, SAP ERP, and SAP CRM experience preferred
This position is 100% on site in our Lancaster, SC location and will require preemployment screenings, including a background check and drug screen.
- Seniority level
- Mid-Senior level
- Employment type
- Full-time
- Job function
- Customer Service
- Industries
- Manufacturing
Benefits
- Medical insurance
- Vision insurance
- Child care support
- Tuition assistance
- Disability insurance
- #J-18808-Ljbffr
Customer Service Manager employer: Nutramax Laboratories
As a leading manufacturing company in Lancaster, we pride ourselves on fostering a dynamic work culture that prioritises operational excellence and employee development. Our commitment to continuous improvement not only enhances customer experience but also provides our team members with ample opportunities for professional growth and advancement. Join us to be part of a collaborative environment where your expertise in customer service can truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nutramax Laboratories. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nutramax Laboratories before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nutramax Laboratories:Your cover letter is your chance to shine! Tell us why you want to work at Nutramax Laboratories specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nutramax Laboratories!
How to prepare for a job interview at Nutramax Laboratories
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
