Customer Service Manager
Description
Plans and directs activities of customer service teams to meet the needs of customers and support company operations. Develops procedures, establishes standards, and administers activities to assure accurate order entry, efficient shipment tracking, and timely delivery of products to customers. Also is responsible for effective response to customer requests, problems, and special needs which can extend to a global client base. Works closely with marketing and sales, logistics, and transportation departments to reduce order cycle times and improve fill rates while controlling the cost of serving customers.
Related Positions
Customer Order Manager, Post-sales Service Manager, Distribution Coordinator
Key Duties
- Directs and controls receipt of orders and their release to warehouse or directly to client
- Establishes and monitors customer service performance standards
- Develops and maintains order management plans for key customers
- Manages promotional campaigns, return goods, and service programs
- Develops processes to identify customer problems and resolve them expeditiously and efficiently
Required Skills
Excellent interpersonal skills—persuasive, empathetic, able to handle conflict and pressure; product knowledge; problem solving skills; creative; sense of urgency; attention to detail; strong communication skills; ability to manage people with varied backgrounds.
Career Path
Most customer service managers have experience in sales, logistics operations, and/or customer service supervision as well as a basic knowledge of the global supply chain and its functions. Successful customer service managers may advance to customer service director or sales manager. Advancement opportunities also include international management positions.
In their own words…
“I have learned to listen to customers and develop a strong appreciation for their perspectives. If I can answer their questions effectively and develop solutions for their problems, then they will remain loyal customers. That’s the most important thing that I can do for my company.”
“I oversee a staff of 65 employees that act as a conduit between customers and our distribution operations. We serve as a central contact for our customers and provide a wide range of services to them—timely order processing, resolving stock shortages, reconciling invoices, etc. We also facilitate the movement of freight between distribution facilities.”