Job Description

Our manufacturing client in Hatfield is seeking an experienced, customer-oriented Customer Service Manager to lead our customer service team of four representatives. The position involves managing customer relationships, overseeing service operations, and driving continuous improvement initiatives to enhance customer satisfaction and loyalty.

Our ideal candidate is a highly-skilled professional with a deep knowledge of customer service, best practices, excellent problem-solving skills, and the ability to build a high-performing customer service team.

• In office M-F/Hatfield 8-8:30 to 4:30-5
• Salary $80K+ based on education, experience and qualifications
• Full benefits package

Responsibilities:

· . Leadership of the Team: Supervise and mentor the customer service team, fostering a positive and productive work environment. Lead and motivate the customer service team to provide exceptional service to customers

· Customer Relationship Management: Develop and maintain strong relationships with key clients, addressing their needs and resolving issues promptly.

· Operations for Services Provided : Oversee daily customer service operations, ensuring timely and accurate order processing, delivery, and after-sales support.

· Performance Monitor/Management: Track and analyze customer service metrics to identify areas for improvement and implement corrective actions. Set clear team goals and Key Performance Indicators (KPIs)

· Process Improvement: Lead initiatives to streamline customer service processes, enhance efficiency, and improve overall service quality. Develop and implement customer service policies, procedures, and standards.

· Training/Development : Provide ongoing training and development opportunities for the customer service team to ensure high performance and professional growth. Maintain a deep understanding of company products and services to provide accurate information to customers

· Collaboration Across the Organization : Work closely with sales, production, and logistics teams to ensure seamless service delivery and customer satisfaction. Coordinate with other departments to resolve issues impacting customer service.

· Problem Resolution : Manage escalated customer complaints and issues, ensuring satisfactory resolution and maintaining positive client relationships.

· Performance Reporting: Prepare and present regular reports on customer service performance to senior management.

Requirements:

· A least 5 years of experience in customer service management, preferably in the manufacturing and/or construction industry.

· Proven successful work experience as a Customer Service Manager in a Corporate environment (not retail); preferably manufacturing or construction

· Ability to think strategically and to lead a team of Customer Service Representatives

· Strong client-facing skills with superior communication skills

Advanced troubleshooting and multi-tasking skills

· Strong leadership and team management skills with experience in management methods and techniques

· Excellent communication and interpersonal skills.

· Ability to analyze data and generate actionable insights.

· Superior problem-solving skills and a customer-centric mindset.

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