Customer Service Manager Job at Close The Loop
Customer Service Manager
Close the Loop is looking for an energetic and motivated Customer Service Manager for its North America Headquarters located in Hebron, KY. This is an office position. We are a growing company, and this is an exciting time to join our team as we have been building our pipeline to offer our innovative services to a variety of industries seeking our help to reach their sustainability goals.
We specialize in managing our client environmental take-back programs and the recycling or reuse of their material in a safe and effective method. Your skills will assist to drive sales revenue, strategically develop company growth, and the opportunity to solve unique challenges and change the world.
Position Summary:
Lead the Customer Service department in creating, maintaining, and continually enhancing the World Class customer experience of Close the Loop customers and end-users worldwide. The Customer Service Manager supervises the activities of the Customer Service department members and supports each employee?s professional development.
Responsible for identifying process improvement opportunities and working to develop and implement them in a collaborative and effective manner. In addition, this position ensures policies and practices established by the Director of Sales and other departments are effectively implemented throughout the department, with an emphasis on customer interactions, and company and department processes.
Essential Functions:
Customer Service Leadership
Responsible for identifying process improvement opportunities and working to develop and implement them in a collaborative and effective manner. In addition, this position ensures policies and practices established by the Director of Sales and other departments are effectively implemented throughout the department, with an emphasis on customer interactions, and company and department processes.
Essential Functions:
Customer Service Leadership
- Develops and maintains a team atmosphere within Customer Service, Fulfillment, and other departments
- Manages customer expectations in answering questions about policies and procedures
- Serves as a role model when coaching employees on how to resolve complex, customer-related issues
- Provides project management leadership on specific cross-departmental projects
- Strong interpersonal and communication skills to serve as support for Sales with ongoing client-facing relationships and meetings
- Owns relationship with shipping carriers (USPS, UPS, & FedEx), knowledge of shipping applications, customized label mapping, and API development knowledge preferred
- Manage call center and website functions as the administrator including call center reporting
Team Performance and Talent Management
- Recruits, interviews, and selects employees.
- Supervises the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
- Provides leadership, support and coaching to Customer Service team members, emphasizing customer satisfaction, professional growth, collaboration, and mastery
- Discusses job performance problems with employees to identify causes and issues and to work on resolving problems
- Performs skills planning and cross-trains direct reports to ensure sufficient back-up is in place.
- Trains or instructs employees in job duties or company policies or arranges for training to be provided.
- Evaluates employee job performance; recommends appropriate personnel action
- Responsible for ensuring proper phone coverage for call center and accepting inbound calls from our call centers if necessary
Problem-Solving and Process Improvements
- Serves on cross-functional project teams representing Customer Service; works toward common goals
- Serves as primary contact with other departments on process improvement and problem-solving efforts
- Reviews records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
- Identifies opportunities for process improvements and works with others to develop the ideas and gain acceptance.
- Implements process improvements, including departmental restructuring, resulting in an enhanced experience for customers and/or improved efficiencies and lower costs.
- Manage relationships with vendors to develop cost-savings on products and managing fulfillment supplies inventory
- Coordinate with Account Managers to create cost-models for Customer Service & Fulfillment services
- Strong organizational and planning skills to ensure timely execution of daily KPIs as well as large projects
Policies and Practices
- Implements corporate or departmental policies, procedures, and service standards in conjunction with sales management
- Interprets and communicates work procedures and company policies to staff.
Other related duties as assigned.
Job Specifications
Minimum Education : BA or BS Degree required
Minimum Experience: Three-five years prior experience in customer service; previous supervisory or team lead experience preferred.
Skills: Proficient with Microsoft Office products with strong Microsoft Excel skills.
E-commerce experience preferred.
Job Type: Full-time
We provide an excellent benefits package and great growth opportunities. If this opportunity sounds like the right one for you, please submit your application now by providing your resume, salary requirements and cover letter detailing why you think you are the right person for this position to tom.kelly@ctlus.com.
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