Customer Service Manager


HRMS Job Title: Customer Service Manager Date: 1/21/2015 /

/Salary Band:
(Area Supervisor)
(Location Manager)

Organization: CUSTOMER SERVICE Approved:
(Department Manager)

Location: WINNSBORO PLANT (WINP) Approved:
(Human Resources)

1. State the primary function or overall purpose of the position.
o The position will be responsible for overseeing the Customer Service Department and ensures the corporation delivers the highest level of customer service possible.
o This position supervises, trains, coaches and mentors subordinates.
Essential Functions:
(Limit to 8-15 statements)
2. List the essential functions (i.e. key responsibilities with expected end results) which must be accomplished in order to fulfill the purpose of the position as described above.
o Achieves customer service objectives by contributing customer service information and recommendations to the corporation's strategic plan.
o Implement production, productivity, quality, and customer service standards.
o Drives performance improvement of Customer Relation Specialists to achieve KPIs.
o Address and resolve problems; complete audits; identify customer service trends; determine system improvements; identify; isolate and implement process changes.
o Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; and initiating corrective action plans.
o Determine customer service requirements by maintaining contact with customers; visit operational environments; conduct surveys; form focus groups; benchmark best practices; and analyze information and applications.
o Collaborate with Operations and other functions to ensure smooth customer-related process flow.
o Establish and communicate service metrics; monitor and analyze results; and implement changes.
o Ensure all customer inquiries are responded to promptly and professionally.
o Update job knowledge by participating in education opportunities; reading professional publications; maintaining professional networks; and participating in professional organizations.
o Issue compensation or refunds to customers; maintain accurate and timely records of correspondence or discussions with customers.
o Responsible to act as a liaison between the R&D team, MIS Team, factory QA team, and Customer Service Center.
o Be able to extract data from channels and end-users for analysis in depth.
o Resolve channel escalation cases.
o Provide new product information and specification to Customer Service Department with proper training.
o Accomplishes information systems and organizations mission by completing related tasks and/or results as needed.
3. Describe any specialized knowledge or skill (e.g., technical, scientific, administrative, managerial) which the position requires.
o A BS/BA Degree in in a related discipline and 5-7 years of experience in a related field
o Quality and Engineering Design knowledge and experience
o Excellent communication, motivation, and interpersonal skills
o Ability to hit the ground running with minimal direction
o Proven track record of strategic team management and policy implementation
o In-depth knowledge of Customer Service principles and practices
o Proficiency in MS Office applications, social media networks, and web design
o Communication Skills
o Customer Service focus
o Supervisory skills
o Problem analysis and problem solving
o Decision-making
o Planning and organization
o Initiative
o Flexibility
o Presentation skills
o Stress tolerance
4. Describe all other aspects of the position that is important (i.e. unique problems encountered, special freedom to take action, critical outside contacts, exceptional working conditions).
o This job description in no way states or implies that these are the only duties to be performed by the incumbent in this position. Associate(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
o All duties and responsibilities are essential job functions and requirements are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or experience.
Physical Demands the Customer Service Manager Position
These physical demands are representative of the physical requirements necessary for an associate to successfully perform the essential functions of the CSM position. Reasonable accommodation will be made to enable people with disabilities to perform the described essential functions of the job.
The noise level in the work environment is usually quiet to moderate.
While performing the responsibilities of the job, the associate is required to talk and hear. The associate is often required to sit and use his or her hands and fingers, to handle or feel. The associate is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.
Work Environment for the Customer Service Manager Position
While performing the responsibilities of the job, these work environment characteristics are representative of the environment the CSM will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.
The Job Description does not create a contract of employment. It is a summary of the typical functions of a job and is not intended to be an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The Company reserves the right to modify or revise the job duties or job descriptions in part or in their entirety.

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