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- 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.
- Why this job: Make a real impact by driving continuous improvement in customer service excellence.
- Qualifications: 8+ years in customer service, with 5+ years in a leadership role.
- Other info: This is a full-time, on-site position 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 customer service 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. Show them you’re not just another candidate, but the one who can leverage customer experience as a competitive advantage.
✨Tip Number 3
Practice your communication skills! As a Customer Service Manager, you'll need to inspire and lead your team effectively. Consider doing mock interviews with friends or using online resources to refine your pitch and ensure you come across as confident and capable.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team and contributing to our mission of delivering exceptional customer service.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Service Manager role. Highlight your leadership experience and any process improvement initiatives you've led, as these are key to what we're looking for.
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 background makes you the perfect fit for our team. Don't forget to mention specific achievements that demonstrate your ability to drive continuous improvement.
Showcase Your Data Skills: Since we value data-driven decision-making, be sure to include examples of how you've used analytics in previous roles. Whether it's developing KPIs or improving agent performance, let us know how you've leveraged data to enhance customer experience.
Apply Through Our Website: We encourage you to apply directly through our website. This way, your application will go straight to us, and you'll be one step closer to joining our awesome team in Lancaster!
How to prepare for a job interview at Nutramax Laboratories
✨Know Your Customer Service 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 that highlight your experience in leading and inspiring teams. Think about specific situations where you coached team members or implemented training programmes that resulted in measurable improvements.
✨Demonstrate Process Improvement Expertise
Be prepared to talk about your experience with process improvement and operational excellence. Share concrete examples of how you've identified inefficiencies and successfully implemented changes that benefited the customer service function.
✨Stay Current on Industry Trends
Research the latest trends and techniques in customer service. Bring insights to the interview about how these can be leveraged to enhance the customer experience at the company, showing that you're proactive and forward-thinking.
