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- Tasks: Lead a dynamic team to enhance customer experience across multiple channels.
- Company: Join a forward-thinking manufacturing company focused on customer satisfaction.
- Benefits: Enjoy medical insurance, 401(k), tuition assistance, and more.
- Why this job: Make a real impact by driving continuous improvement in customer service.
- Qualifications: 8+ years in customer service, with strong leadership and analytical skills.
- Other info: 100% on-site role in Lancaster, SC with great career growth potential.
The predicted salary is between 36000 - 60000 £ 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.
Qualifications
- 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.
Benefits
- Medical insurance
- Vision insurance
- 401(k)
- Child care support
- Tuition assistance
- Disability insurance
Customer Service Manager employer: Nutramax Laboratories
Contact Detail:
Nutramax Laboratories Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Service Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its customer service practices. Be ready to discuss how you can implement best practices and drive continuous improvement, just like we do at StudySmarter!
✨Tip Number 3
Showcase your skills with real examples! When chatting with potential employers, highlight your experience with KPIs, training programs, and data analytics. This will demonstrate that you’re not just talk but can deliver results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Service Manager. Highlight your experience in leading teams and implementing best practices that enhance customer experience. We want to see how your skills align with our needs!
Showcase Your Achievements: Don’t just list your responsibilities; show us what you’ve achieved! Use metrics and examples to demonstrate how you've driven continuous improvement and enhanced customer service in your previous roles. Numbers speak volumes!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer service and how your leadership style can inspire a team. Make it personal and engaging – we love a good story!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Nutramax Laboratories
✨Know Your Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to customer service. Be ready to discuss how you've used data analytics in previous roles to drive improvements and enhance customer experience.
✨Showcase Your Leadership Skills
Prepare examples of how you've led a team in the past, particularly in managing inquiries and complaints. Highlight your coaching and mentoring experiences, as well as any successful training programmes you've implemented.
✨Demonstrate Process Improvement Expertise
Be ready to talk about specific process improvements you've made in previous roles. Discuss how you identified inefficiencies and what steps you took to implement changes that benefited both the team and customers.
✨Stay Current on Industry Trends
Research the latest trends in customer service and be prepared to share your insights during the interview. This shows your commitment to continuous improvement and your ability to leverage new techniques for competitive advantage.
