Customer Service Manager Resume Samples

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B Schumm

Bethel

Schumm

8539 Alisha Fall

Houston

+1 (555) 605 6569

8539 Alisha Fall

Houston

Phone

p +1 (555) 605 6569

Experience Experience

Philadelphia, PA

Customer Service Manager

Philadelphia, PA

Becker-Skiles

Philadelphia, PA

Customer Service Manager

Will assist in developing ideas for work simplification, cost reduction, process improvement methods (bullet proofing), scheduling and labor hour planning
Provides ongoing performance management training and conducts timely formal performance appraisals for direct reports
Performance management and developing people, with a dedication towards on the job training and a clear focus on colleague development
Lead TEOA Strategy, Process Transformation, Performance Improvement Management, Talent Development and Mind-set & Culture as the NA Site Leader
Manage employee performance and provide ongoing feedback to train, cross-train and develop employees
Work with Workforce cell teams to insure development in team concepts
Create enduring relationships with all levels of management and fellow co-workers

present

Chicago, IL

Customer Service Manager

Chicago, IL

Emmerich and Sons

present

Chicago, IL

Customer Service Manager

present

Provides monthly performance feedback to CSR’s in order to address performance gaps and manage performance improvement
Through strategic management and measurement of team performance, develop, plan and execute departmental improvements while simplifying processes
Works with managers and supervisors to provide a work environment and culture that promotes customer service, staff development and achievement
Manage the operational activities of the contact center including quality service, workflow, work force optimization, and cost management
Work with peers in a team setting to develop and implement improvement suggestions, policies, work forecasting, and staff scheduling
Maintain team’s call quality standards, providing feedback and developing performance development plans
Provides oversight and technical direction for order management, inquiry management, and invoice management activities

Education Education

Bachelor’s Degree in Business

Florida Atlantic University

Bachelor’s Degree in Business

Skills Skills

Highly motivated and self-directed capable of multi-tasking and able to work with minimal supervision
Able to deliver excellent presentations at a professional level
The ability to communicate at all levels of the customer; from an executive audience as well as the ability to talk in detail on a tactical level
Excellent customer service attitude and the ability to interact with customers in a professional manner
Detail orientation, strong analytical skills, and strong process orientation and analysis skills
Strong staff development skills and leadership ability. Ability to lead a high performance customer focused team
Dependability, reliability and punctuality are critical as well as maintaining a positive and professional attitude at all time
Possess excellent leadership and influencer skills and the ability to motivate and inspire staff and develop a strong team culture
Computer proficiency and the ability to quickly learn our ordering system
Excellent organizational, planning and decision-making skills with strong attention to detail and follow-through while maintaining focus on the big picture

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Customer Service Manager Resume Examples & Samples

Excellent customer and people management skills
Experience of managing a team of at least 10 people
Ability to develop and motivate employees in a way that enables them to fully reveal their potential and deliver excellent customer service
Fluent English skills
International experience is an advantage
Remote clients service experience would be an advantage

Customer Service Manager Resume Examples & Samples

Fully bilingual English/Spanish.(Business level)
2-4 years Call Center management experience
Knowledge and understanding of basic bank products such as demand deposit accounts, credit cards, time deposits, preferred
Fully bilingual English/Spanish, at a business level
Knowledge of ACD functionality required other Telecommunications knowledge a plus
Two-year college in business administration, preferred

Customer Service Manager Resume Examples & Samples

Actively interface with internal customers: Sales, Forecasting, Logistics, Marketing, Credit, Production Control, Distribution, Customer Operations, Information Technology, and other internal customers. Interaction will occur with all levels within the organization including Managers, Directors and Vice Presidents
Actively interface with external customers: Retailers (mass, dept store, distributors) – all levels within the organization including senior buyers, general managers, distribution centers and logistics. Participating and contributing in meetings to explore opportunities to increase order volume and exceed customer expectations for customer service
Enforce pricing decisions and resolve all customer service discrepancies with accounts and internal departments
Responsible for the staffing, coaching, training and motivation of the Customer Service Team. Provide ongoing quality feedback (positive and feedback for improvement)
Maintain thorough knowledge of supply chain for HBI products from concept of product to delivery to customer
Manage and approve expenses within the operating budget: monitor and control expense items such as travel, over time, supplies and training dollars
Provide input into and determine executing of outbound marketing/sales/support campaigns and programs
Drive process improvements within/across departments and influence improvement external to the department
Ensure development plans for individual employees are well defined, realistic, measurable and acted upon in support of company goals
Support and represent Director of Customer Service as required
BA/BS preferred. In lieu of a degree, some college and 8 or more years of relavant experience required

Customer Service Manager Resume Examples & Samples

Intermediate to senior level experience in a related role with commensurate people management experience
Back office and call center experience
Ability to work independently, as a member of a team, thinks critically and manages deadlines while multi-tasking

Customer Service Manager Resume Examples & Samples

Represents the Company accurately, communicating effectively with customers and the sales force, predominately from within the specific sales region assigned, regarding the adidas product line, policies and procedures
Provides daily workflow direction to CSRs to ensure that customer needs are met in an accurate, timely and professional manner within the guidelines of established company policies and procedures
Assigns and reassigns customer accounts and Sales Reps based on matching the abilities and background of the individual CSR to the work required
Insures that an acceptable phone answer index is maintained by reviewing the daily phone reports and making adjustments to CSR coverage and schedules as required
Delegates work effectively through the proper utilization of peoples’ skills and the adoption of accepted time management practices
Utilizes company resources appropriately, such as: the ITO department; onsite temporary personnel; and specialized personnel within the CS Department
Audits daily/weekly CS order management exception reports in an effort to focus the CSR on being proactive in the timely release of product to the warehouse floor for on time shipment
Listens effectively, analyzes problems quickly and makes customer focused decisions while maintaining a flexible approach to enforcing policy
Follows-up on issues to make certain that decisions have been acted upon and problems resolved
Makes the customer a priority by being accessible for customer calls and CSR questions
Available to work flexible hours including Saturdays
Travels, as necessary, to represent adidas and the Customer Satisfaction Department, to semi-annual sales meetings, regional sales meetings and trade shows, as well as, meetings with customers – reporting back to the CS Director and CS Manager Sr. with recommendations
Analyzes account issues and prepares any necessary reports or spread sheets to assist CS Management and/or Sales in the problem resolution process
Acts as a liaison between the customers and CSRs with other departments within the company including IT, Marketing, Purchasing and Distribution
Leads and motivates by example: displaying a positive attitude and approach; demonstrating a supportive and courteous interaction with peers and subordinates alike; and applying a superior work ethic to all tasks and projects
Conducts a remote and a parallel observation on each assigned CSR during which time any training needs and/or developmental action plans are discussed with the individual and additional training is scheduled as needed
Works with reassigned CSRs and/or new hires to provide them with account specific or other specialized training
Verifies and approves bi-weekly time sheets for CSR attendance, punctuality, adherence to established schedules and the use of overtime – counselling as necessary
Prepares written warnings, probationary developmental action plans and offers disciplinary counselling up to and including termination, if required. Note: Proper records and documentation are mandatory to support verbal and written warnings and disciplinary action, therefore, the CS Manager maintains an informal file on each assigned CSR in which such documentation and notes are collected for reference
Formally appraises the performance of each subordinate for the year using the documentation collected from observations, commendations, employee performance recap sheet statistics, claims, hard copy/no fall reports, attendance records and verbal and written counselling notes. Subsequently prepares the annual/semi=annual performance appraisals, including salary adjustment recommendations, for each subordinate
Provides CSR hiring recommendations to Senior CS Managers
Directs weekly or bi-weekly team meetings for the purpose of sharing information, providing instruction, making announcements and offering a forum for the CSRs to express their concerns, feelings and ideas
Supports and assists the Credit/Claims Departments in account related matters such as new account issues; questions on terms; customer master changes; and placing entire accounts on No Fall
Addresses issues outside the day-to-day job responsibilities in the form of special projects assigned by the CS Director or Senior CS Manager
Expresses an interest in personal career development through a willingness to attend outside seminars and to participate in continuing education opportunities
Participates actively in CS Staff and CS Managers’ meetings by making recommendations, sharing ideas, providing updates, brainstorming and offering support to the “CS Management Team” and the decisions it makes
Recognizes and honors the confidentiality of personnel issues and topics discussed in the Staff and Managers’ meetings
Demonstrates flexibility and the willingness to adapt and learn in a multi-systems, computerized work environment
Strong Computer Skills (Outlook, Word, Excel, PowerPoint and Access)
SAP Knowledge preferred
4 year degree preferred and 1 or more years CS, and/or industry related supply chain experience or equivalent combination of education and experience

Customer Service Manager Resume Examples & Samples

Partners with operations regarding staff planning, scheduling, and interviewing
Monitor customer service productivity
Analyze, review and report contact data
Handle complex or escalated issues relating to customers and/or employees
Develop best practices for the team
Partner with internal departments to ensure CS departmental goals are met
Ad hoc projects/duties as they arise
Provide leadership and daily management of customer service department
Coaching, counseling and mentoring employees
Support and develop customer service team leads
7+ years management experience, minimum of 5 years experience in a high-volume call center environment
Strong leadership skills; demonstrated experience leading and developing teams
Excellent interpersonal and communication skills; written and verbal
Ability to be adaptable and change in a fast paced work environment
Flexible work schedule, including nights, weekends and holidays

Customer Service Manager Resume Examples & Samples

Pursue and achieve the goals and targets for the company and himself within Management by Objects (MBO) and any reassessment
Lead the team to provide the best quality of service for the customers through close coaching
Lead the team to assure the efficient and effective internal and external communication and cooperation, and well implementation of the sales related company policies and processes (especially orders handling)
Take initiative to discover and solve existing and potential problems, and focus on systematic improvement in order to prevent from potential problems
Internal communicate with different departments, handle the sales issues and customer complaints
Contact the clients to understand their needs or inquiry of company's services and work with different teams to meet the needs of the clients

Customer Service Manager Resume Examples & Samples

Accomplishes human resource objectives of team by assisting in recruiting, orienting, training, and coaching colleagues and to some degree Vendor personnel
Manage relationship with our outsourced partners, including the outsourced Call Center, , as well as evaluating vendor performance; comparing SLAs and provide feedback to the vendor
Forecast future demand based on product knowledge and sales forecasts. Plan for future demand. This includes resources needed from an operational, technology and human perspective
Report on past trends and recent performance of the teams and on cardholder behavior; Act on those trends by presenting action plans to improve processes and procedure in order to increase productivity
Meet with clients in person and virtually to explain the Cardholder Servicing philosophy as well as discuss any strategic or tactical plans for servicing issues
Suggest improvements to both Vendor and IVR Manager to improve the Cardholder experience and improve efficiency
Meet with Clients as needed to provide a view of the Servicing philosophy and address any issues
Meet with regulators as necessary in regards to Cardholder complaints or Servicing procedures and practices
Improves customer service quality results by studying, evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes; Coordinate outside projects (Client Services, Risk and Controls, etc.) and disperse among the team
Coach both the Senior Vendor Supervisor(s) and Internal Analysts in handling escalated inquires, such as those of customers with complicated issues or a less than amazing customer experience
Other such responsibilities as delegated by Manager
A demonstrated ability to motivate, to lead by personal example, and the willingness to take accountability and ownership
The ability to successfully combine the disciplines of a first-class, established institution with the entrepreneurial spirit and speed of a smaller company
The ability to thrive in an incredibly fast-paced, high growth environment
The ability to work across departments and independently
The ability to establish and maintain great working relationships with all teams
The ability to promote, improve, maintain, and support the processes and procedures that become organizational best practices
Management experience and demonstrated success in building great teams and managing virtually
Bachelor’s Degree in Business preferred
5+ years experience managing a Call Center or Vendor Management of a Call Center
1-2 years experience managing people
Client/customer service experience required
Demonstrated success in reducing expenses via process improvements and re-engineering efforts
Financial industry domain expertise is a plus, specifically experience in the banking industry (3-5 years)
Knowledge of financial industry processes and procedures with regard to credit, debit or prepaid cards strongly preferred
Experience in risk, audit and/or compliance is a plus
Exceptional communications skills – proficiency in documenting and communicating complex solutions, proposals, and presentations
Experience working with Technology preferred
Strong analytical and reasoning skills
Ability to provide strong leadership and oversight of particular operational functions, including aggressive Vendor Management
Experience launching a major product initiative from planning to live stage is a significant plus

Customer Service Manager Resume Examples & Samples

Proven track record operating with a customer service environment
Management/Supervisory experience of small customer service based teams inbound and/or outbound
Exposure to disciplinary and grievance process, recruitment and appraisals
Experience of working to SLA's, KPI's and compliance would be a distinct advantage

Customer Service Manager Resume Examples & Samples

Lead and oversee Customer Care Centre operations and ensure its (including hotlines, counter service and post sales calls) efficiency and effectiveness
Lead Customer Care Centre team to deliver quality service to meet and improve customers' satisfaction
Ensure the accuracy and compliance of all requests to be completed within the preset time limits and in quality standards for individual and whole team
Ensure operation procedures are in compliance with the company and regulatory requirements
Maximize operation efficiency and productivity, including resources planning and job allocation
Monitor and evaluate individual performance, and perform on-going coaching and training to team members for continuous improvement on skills, knowledge, service quality and productivity
Review and update the Customer Care Centre operational procedures on a regular basis
Assist senior manager(s) to prepare management reports and handle any ad hoc tasks assigned
Degree holder in business related discipline
At least 8 years of relevant working experience in insurance / finance industry with 4 of those years in a management / supervisory position
Experience in leading / managing call center operations (in-bound and outbound)
Completion of LOMA 280 & 290
Strong leadership skills, able to work under pressure and adaptable to change and fast growing environment
Excellent communication, interpersonal, negotiation and presentation skills
Customer service orientated, responsible and attentive to details
Strong analytical and problem solving skill with capability of making decision in an efficient and effective manner
Good command of both written and spoken English and Chinese (including Putonghua)
Good PC skills including Word, Excel, PowerPoint & Chinese input

Customer Service Manager Resume Examples & Samples

Effectively and efficiently co-ordination on trouble-shoot resolution for the customer
Ensure calls are handled with high standard and resolved to the customer satisfaction
Identify gaps to improve processing and reporting
Work with regional office and other country offices to ensure compliance
Provide backup support by answering customer phone calls during peak hours
Promote system enhancements to the customer to maximize system usage
Motivate, support and train to the team
Develop strong supplier relationships to ensure consistence customer service delivery

Customer Service Manager Resume Examples & Samples

Provide leadership, communication, coaching, development to team of 20-25 nonexempt customer service representatives handling incoming calls from Retail Finance customers (or Clients), including corrective action when necessary
Proactively identify and implement strategies to improve call quality, productivity and profitability
Coordinate multiple priorities & demonstrate ability to follow through on projects to completion
Cultivate environment of trust, teamwork, self-confidence & ownership
Daily testing of systems performance and quality assurance
Minimum of 2 years of supervisory or leadership experience
Demonstrated effective leadership skills & experience leading teams of 20+ personnel
Excellent organization, prioritization, time management skills. Proven ability to lead and manage multiple projects through to completion with minimal supervision
Demonstrated ability to handle multiple priorities. Proven track record of using sound judgment in decision making & problem solving
High integrity & ability to handle confidential information. Strong overall business perspective
Ability to become proficient with applicable Retail Finance systems in order to effectively lead teams. Creativity and high energy level
Familiarity with Kronos

Customer Service Manager Resume Examples & Samples

Direct impact - Lead and motivate team to achieve monthly goals and objectives while in adherence to business guidelines of customer service processes
Monitor inbound freight to ensure timely shipping of orders and avoid potential short fall to Budget projections
Work closely with heads of sales, distribution, and production, as well as internal depts. and external customers as it relates to order management
Identify, evaluate, and swiftly resolve order issues prior to, during, and after shipping
Develop and implement process improvements leading to more efficient order processing and tracking
Work closely with Operations Support, MIS (Management of Information Systems), and warehouse management to ensure customer requirements are met
Trusted and strategic partner to Sales and Production regarding order management efficiency and product delivery
Minimum 5 years supervisory experience
EDI (Electronic Data Interchange) and order fulfilment experience
Apparel/footwear experience preferred
Excellent analytical, organizational, and leadership skills
Proficient in MS Office Word and Excel

Customer Service Manager Resume Examples & Samples

Supervise and lend support for lead team, following up to ensure duties are completed in a timely manner. These include, but not limited to: 1) Back office reports 2) Outfitter observations/coaching 3) Development through outfitter training 4) Club Card referral tracking 5) Outfitter break/lunch schedule 6) Ensure constant observation of cash lanes and return counter to provide efficiency in all customer transactions Daily monitoring results and providing leadership and suggestions wherever necessary. This follow-up will help develop the lead team into management material and will provide career promotions and incentives for the team. This supervision and support will also deliver the high level of customer service that is a standard for Cabela's
Partner with cash office for discrepancies in daily operations. Investigate transactions by partnering with outfitter to determine the error
Provide support for store management by resolving customer issues quickly and properly. Taking all customer complaints seriously and handling them appropriately, partnering with upper management when necessary. This will allow our company to keep focused on legendary customer service
Responsible for performance reviews, maintaining attendance and any appropriate disciplinary action deemed necessary. Partner with HR for these areas, to ensure company policies and procedures are being followed
Provide data for weekly management meeting. This includes sales numbers/figures for cashier Item of the Week, VOC (Voice of the Customer) data, phone capture percentages, Level 1 training progress, etc
Partner with AP regarding possible fraud and/or theft issues. Provide support for AP with in-depth facts and data from JDA. By researching past purchases, both POP and NPOP, can help determine pattern and can provide information to customer service to help deter further theft
Provide assistance and support for Club Card embosser. Assist in maintaining bank requirements of constant dual operations regarding the embosser and card inventory
Staffing/Scheduling Ensure front end staffing meets the needs of the season - ads, special events, blackout periods, etc. Recruiting for qualified outfitters Conduct interviews to keep staffing at levels needed to handle customer traffic, and increase staffing during peak seasons

Customer Service Manager Resume Examples & Samples

Proactively managing a global portfolio of client service relationships and ensuring clients are satisfied with and trained on TTS products and services
Taking global or regional ownership of client servicing issues and facilitating their resolution; engaging Citi business partners, leading the Client Experience team in focusing on issues and identifying opportunities to further differentiate Citi as an industry-leading service provider
Developing end-to-end capability, infrastructure and process improvement plan to support improved quality service
Maintaining a detailed understanding of the client’s global profile, managing adherence to agreed service levels and leading regular service reviews to ensure client satisfaction
Acting as client advisor and act in the client’s interest in driving cross-regional and cross-functional process improvement
Acting as an advisor to the Client Sales Management team in identifying potential solutions/opportunities to address client needs
Providing global or regional support and guidance to service partners to ensure a seamless client experience across regions
Driving metrics and participating in communication sessions with all constituents (i.e. Regional single points of contact and Service Delivery partners) about the metrics
Establishing, providing input, and tracking operational metrics and service level requirements to achieve business goals Managing our internal Client at Risk process and supporting escalation resolution
Portuguese and English required (Spanish a plus)
Candidate must have direct experience managing client relationships
Demonstrated ability to provide outstanding client service at senior management level
Excellent TTS product knowledge, including a detailed understanding of product functions, operational structure, and support processes
Strong analytical skills – ability to analyze processes and systems, evaluate data, and identify process improvements
Exceptionally strong interpersonal and relationship-building skills
Ability to engage and lead senior cross-functional internal and external teams in meeting both short and long-term project deliverables
Strong project management and presentation skills, analytical mindset, advanced level of Technology competence and awareness
Excellent interpersonal skills & the ability to influence others
Excellent Team player, strong adaptability and flexibility, self-motivated/results orientated
Advanced Excel/Powerpoint skills

Customer Service Manager Resume Examples & Samples

400 customer care hotline
RMA management: Branch management: Beijing, Shanghai & Guangzhou; Inventory management; Service level and KPI measurement
RTV management: Service level and KPI measurement; AR tracking
Inventory management
Reporting and data analysis
Support new business
Standardization of operating process

Customer Service Manager Resume Examples & Samples

Responsible for managing the unit operational effectiveness - both overall operations and standards
Build and sustain staff relationships by providing meaningful and timely feedback (formal and informal), partnering with employees in identifying and working toward career goals and conducting routines, performance management and other processes as per RBC processes & folios
Successful completion of Manager Client Care Training Program
Completion of the Mutual Funds Course – IFIC (would be an asset)
Minimum 2-3 years people management experience
Good understanding and management of operational policies and guidelines (i.e. Cash, Anti-Money Laundering, etc)
Proven leadership and people management skills
Customer centric through proven customer loyalty initiatives/activities

Customer Service Manager Resume Examples & Samples

Provide leadership, communication, coaching, development to team of 20-25 nonexempt customer service representatives handling incoming calls from Synchrony Financial customers (or Clients), including corrective action when necessary
This role will be Sunday - Thursday 9am - 6pm with flexibility during the week and weekends
Must be able to work Sunday – Thursday 9am – 6pm, with additioanl days and hours as business needs require
Demonstrated effective leadership skills & experience leading teams of 20-25 personnel
High integrity & ability to handle confidential information

Customer Service Manager Resume Examples & Samples

Interaction with operations, finance, materials and internal engine centers to ensure the customer’s part value is optimized and turn time is within contract
Conducting/coordinating periodic business reviews with customers
Manage a small team of Customer Support Representatives to ensure timely updates that include part status, quotations, Beyond Economic Repair (BER) analysis and technical dispositions
Support customer specific shipping and transportation activities for all material coming in or out of business

Customer Service Manager Resume Examples & Samples

One Customer Service Manager hours will be 11am-8pm Tue – Sat and the second Customer Service Manager hours will be 1pm-10pm Sun – Thursday
Hours will be 11am-8pm Tue – Sat or 1pm-10pm Sun – Thursday. Must be able to work a rotating weekend shift, plus holidays and extended hours as business needs require
Demonstrated effective leadership skills & experience leading teams of 20+ personnel. Excellent organization, prioritization, time management skills
Demonstrated ability to handle multiple priorities
Proven track record of using sound judgment in decision making & problem solving

Customer Service Manager Resume Examples & Samples

The Belk Customer Service Manager is responsible for managing a team of nonexempt Customer Service representatives, providing coaching and development. Full supervisory responsibilities, contributing to the motivation/development of team through professional leadership. Nature of impact is direct impact by ensuring the quality of the task/services/information provided by self and others and area f impact is primarily on own team
The hours for this role are Tuesday - Saturday 11am - 8pm. Must be able to work a rotating weekend shift, plus holidays and extended hours as business needs require
Good understanding of procedures and concepts within own discipline
Information exchange requiring tact and diplomacy is a significant feature of the job
Ability to become proficient with applicable Retail Finance systems in order to effectively lead teams
Familiarity with (enter department specific systems here), Kronos

Customer Service Manager Resume Examples & Samples

Management of daily operations include
Accountable for managing the Corporate Gift Card program
Manage Special Orders program partnering with retail stores, and operations in meeting customer expectations
Manage timely completion of all non-store sales & return transactions
Develop and track department and individual rep KPIs and provide status updates/reports on a regular basis to the team and appropriate leadership
Identify individual and team training needs. Partner with CS Director and Training area to set up and execute training on a quarterly basis
Partner with Director on developing the departmental budget contributing inputs on resources, capital assets, training and any relevant items
Support the staff as needed as an overflow/back up resource for phones
Spearhead internal/external projects/ programs and delegate tasks as required
Oversee CS website content/information for all divisions
Interact with Regional and District Sales Managers and Store managers on all customer service issues, topics and KPIs
Handle liability claims for all in-store consumer injuries and follow up to confirm claims are settled
Manage cross functional relationships in a professional and support oriented approach
Partner with Wholesale and Licensee departments in handling consumer inquiries and issues
Ensure all CS team members adhere to department Standard Operating Procedures (SOPs) and supporting documentation (working practices, work flows, brand and reference guides) supporting our customers’ needs
Oversee bi-annual review and updates to SOPs and supporting documents
Partner with supervisors managing day-to-day operations
Provide mentorsing and guidance to supervisory staff and customer service reps (CSRs)
Escalation point for all issues supervisors and staff are unable to handle
Validate team responses to letters from customers in accordance with department vertical communication guidelines (phone, fax, email, chat)
Oversee responses to customer e-mail correspondence aligned to service levels (timeframe, cost, quality, etc)
Manage CS 800 lines for all divisions, ensuring customers are serviced properly and efficiently, and within the department’s approved service levels (timeframe, quality, cost, etc)
Monitor all communication verticals(Phone, email, chat) correspondence for quality and training needs
3 to 5 years related customer service experience. 1 to 2 years of retail store experience preferred

Customer Service Manager Resume Examples & Samples

Customer Service skills preferably in a contact centre environment, retail or luxury brand in a similar capacity
Good working knowledge of Microsoft Office package
Familiarity with luxury clothing and apparel terminology desirable
Previous use of e-Commerce and/or customer management systems is an advantage
Experience of team management, in a dynamic environment
Experience of developing a team in a customer service environment

Customer Service Manager Resume Examples & Samples

Requires an Associate’s degree and equivalent and 3+ years of branch operations experience as a Customer Service Manager in a bank setting or 5+ years related experience
An equivalent combination of education and experience may meet qualification
Knowledge of Branch products and branch operations procedures
Must have good supervisory and excellent organizational and communication skills, both verbal and written
Knowledge of computer programs, i.e. Microsoft Office suite (Outlook, Excel Word and Power Point)

Customer Service Manager Resume Examples & Samples

Familiarity and understanding of Commercial Cards financial industry preferred
Proven ability to make sound business decisions
Strong performance management abilities
Interpersonal skills and ability to work well in a team environment collaborating across diverse groups
Experience in creating and implementing processes that result in improved business performance
Ability to present a compelling case for ideas and initiatives through listening and articulating a convincing point of view

Customer Service Manager Resume Examples & Samples

Ensures that staff performance is in compliance with established procedures and meets or exceeds departmental performance standards
Provides daily direction and communication to team members
Provides feedback, coaching and training to meet performance objectives
Provides statistical, performance feedback, coaching and development on a regular basis to each representative. Writes and administers performance reviews for skill improvement
Conducts regular call evaluations to monitor team member's adherence to quality and departmental policies on customer interactions
Addresses disciplinary and/or performance problems according to company policy. Prepares and communicates documentation with representatives. Makes effective/appropriate decisions relative to corrective action as required
Shares continual responsibility with the Sr. Director for deciding how to manage overall Merchant Support team
Assist in high end projects and processes for the overall department like new hire onboarding, employee engagement, process improvement, career development and others
Considerable knowledge of customer service/contact center principles, practices and procedures is required
Requires a minimum of 3-5 years management experience in a customer service/contact center environment
Proven ability to coach, mentor and manage leaders and customer support representatives
Experience with Workforce Management Software such as Genesys is helpful
Working knowledge of MS Office applications is required
Ability to compile data and identify trends
Knowledge of Credit Card Processing industry extremely helpful.Self-motivated with the ability to work within a team and independently
Ability to quickly identify problems and then take appropriate action to solve including effective communication skills to wide audiences
Associate or Bachelor's degree preferred

Customer Service Manager Resume Examples & Samples

Ensure all correspondence directed from the Agency Services and Rollover teams are professional and complete
Oversee employee time reporting systems and acknowledge timecards for payroll submission
Work independently with moderate supervision as well as within a team environment
Maintain an established level of productivity using time management techniques
Able to shift between priorities as needed throughout the workday.As time allows, other duties/special projects may be assigned
May be required to assist other departments as needed
Maintains the confidentiality and security of company, client and employee information in accordance with written policies. This information may include personally identifiable information such as account numbers, financial data and system configurations
2+ years of office and/or administrative background including insurance processing experience
Prior phone experience including outbound and inbound calls while maintaining exceptional communication and customer service skills
Supervisory/management, training, coaching and/or mentoring experience preferred
Must be detail oriented with the ability to quickly identify various documents with an understanding of the differences in addition to competent phone skills and etiquette
Approachable with the ability to work in a fast-paced, customer focused environment and yet remain calm and focused
Must be flexible and adaptable based on the needs of the business in NFS’s ever-changing environment
Proficiency at keying alpha and numeric information with accuracy and speed
Ability to effectively supervise staff in day to day operations
Ability to work independently with high degree of initiative
Ability to solve problems and improve processes to make them more efficient and customer focused
Dependability, reliability and punctuality are critical as well as maintaining a positive and professional attitude at all time

Customer Service Manager Resume Examples & Samples

Manages overall department on a given shift. Manages assignments of Supervisors to ensure efficient and effective management of Call Center professionals, including schedule adherence, average call time and quality
Encourages and develops sales skills in employees. Develops sales development skills in supervisors. Promotes cross selling and up selling of products and services
Identifies staff training and development needs and works with Call Center management team to develop the most effective approach to address need
Provides evaluations and recommendations of resources needed to accommodate increases in volume due to mergers, acquisitions, centralization, and new business. Assists in implementing these improvements
Ensures appropriate escalation of customer service, operational and/or employee problems
Manages departmental initiatives/projects and provides feedback to management (i.e., customer surveys and referral programs)
Assist in developing rotational programs to develop supervisors
Perform any other duties as assigned
5-8 years management experience preferably in a customer service environment
Banking operations experience in specified or comparable area preferred
Strong customer service orientation
Strong staff development skills and leadership ability. Ability to lead a high performance customer focused team

Customer Service Manager Resume Examples & Samples

Bachelor degree or equivalent experience
2+ years experience in Customer Service environment including supervisory experience
Fluent in spoken English/Cantonese/Putonghua and good command of written English
Excellent interpersonal and communication skills. Previous experience in customer services sector a plus
Strong in organizing training and has intensive staff developmental skill
Comprehensive knowledge of financial planning, market and economic trend, compliance & security procedures
Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity

Customer Service Manager Resume Examples & Samples

Responsible for executing the global service strategy, ensuring SLAs are achieved
Lead, coach and train the Customer Service Supervisors
Assess daily/weekly service levels and quality of service; implement service improvement strategies
Act as final point of escalation for team for customer or IT related issues
Identify key areas of improvement and partner with global management team to implement tailored policies, procedures, technical improvements and training programs to address those areas
Work with Real-Time Analyst to manage staffing plans to ensure capacity is met, taking into consideration on and off-peaks
Provide weekly customer feedback report
Manage customer related costs
Work closely with global CS Managers to ensure consistency of service and productivity
Act as liaison and point of contact for other departments to ensure a customer focused approach to business initiatives
Support the Customer Service Supervisors to recruit, train and develop Customer Service Representatives to ensure knowledge and skill-set growth
Limited international travel may be required

Customer Service Manager Resume Examples & Samples

Ability to effectively respond to and interact with all levels of organizational staff
Competencies include excellent presentation/facilitation, organizational, analytical, interpersonal and written/oral communication skills
Flexible, innovative and the ability to manage staff, responsibilities and priorities in a fast paced, growth oriented and time critical environment. Ability to travel 25% of the time
Ability to work with mathematical concepts such as probability and statistical inference
Ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to interpret an extensive variety of technical and non-technical instructions and deal with several abstract and concrete variables

Customer Service Manager Resume Examples & Samples

Develop the overall strategy for the Customer Service team in line with global strategy, delivering premium customer satisfaction and service levels internally and externally
Establish an efficient and effective framework for the delivery of these outstanding service levels
Ensure reliable and prompt responsiveness to customer requests and complaints
Ensure proper administration, documentation and financial reconciliation of the customer base
Work with Operations and Finance to ensure monthly Net Sales delivery, while collaborating with Supply Chain

Customer Service Manager Resume Examples & Samples

Manages the sales and service staff including responsibility for hiring decisions and performance evaluations
Actively promotes the highest level of customer service to achieve client service goals
Responsible for team leadership, branch sales management, customer service focus/ mystery shops and overall operations management of the branch
Coaches and manages the branch team sales efforts to achieve deposit, loan fee and cross sales goals
Responsible to conduct monthly results coaching and working to increase your teams' effectiveness
Focus on solutions to problems. Responsible for quality assurance and risk assessments
Ensures branch meets regulatory compliance and satisfactory audit results
Manages budgets and staff overtime. Supports the bank/division/region objectives and change initiatives
May provide rates and loan information to clients
Resolves customer inquires
Requires requires a high school degree or equivalent and 3+ years of branch operations experience including supervisory responsibilities in a bank setting. An equivalent combination of education and experience may meet qualification
Basic knowledge of Branch products and branch operations procedures
Basic knowledge of the banking industry, branch operations, compliance, regulations, policies, procedures and products
Must have good communication skills, both verbal and written. Knowledge of computer programs,ie word processing, spreadsheets etc
Limited use and/or application of basic supervisory principles, theories, and concepts

Customer Service Manager Resume Examples & Samples

Ensure each consultant has a personal development plan (PDP), with goals and objectives set according to individual development needs
Schedule monthly consultant 1:1 meetings to review performance, coach and give feedback, in line with individual PDP’s
Measure the Customer (Burberry) Experience across all contact channels through objective and impartial internal Quality Monitoring
Utilise Management Information and available reporting to coach, give feedback, and manage individual and team performance
Attend team and other departmental meetings where required, ensuring promotion and adherence to customer service strategic objectives at all times
Recognise and reward consultants appropriately where outstanding performance has been identified
To investigate complex customer escalations thoroughly, liaising with other departments where necessary, to make solutions-focused and helpful recommendations for resolution
Partner with Customer Service Trainer on individual employee development, and team training needs
Take an active role in the Recruitment process end-to-end, assisting with initial screening, assessment centres, and interviews where necessary
Maintain a specialist understanding and knowledge of all policies and processes to deliver credible and impactful coaching conversations
Manage claims for order refunds and customer goodwill, in accordance with Burberry policy
Follow all internal HR company policy and procedure carefully and responsibly, partnering with local representatives wherever needed to manage individual performance concerns or issues

Customer Service Manager Resume Examples & Samples

Define the on-going strategic vision for limitlessly improving Corrigo’s Client Success function while maintaining a clear focus on Client satisfaction
Own overall relationship with a book of assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction
Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
Manage client expectations, keeping clients satisfied and expectations realistic
Act as the Project Management liaison - working with other departments to delegate and oversee an array of activities including: integrations, migrations, version upgrades, custom development, training, tactical consulting, and future implementation projects
Champion support resolution plans and application change orders critical to the client base
Provide guidance and planning through application upgrades and patches
Create and manage key scope documents including, presentations, and statements of work, functional and technical requirements, reports, and project plans
Conduct Business Process Reviews to understand and ensure that, at various stages in a client company’s life cycle, they are property situated on Corrigo’s platform and are maximizing their experience
Work with clients to establish critical goals, or other key performance indicators and aid the Client in achieving their goals
Frequent interaction with clients including Directors, VPs, and C-level executives of Fortune 500 companies
Collaborate with internal Product Management and Engineering teams to ensure Client feedback is incorporated into the product roadmap and both teams have clear and consistent access to the voice of the Client
Partner with internal sales representatives to build relationships with major prospective clients during the sales process to assist in initiating a long-term partnership with the client company
Other projects and responsibilities may be added at the manager’s discretion
Excellent verbal and written skills, leadership skills, analytical skills, and project management experience,
Good understanding of mobile, RDBMS, telephony, and web technologies,
Experience with workflow automation, client management, and implementation planning,
Experience conducting business assessments and analysis and interpreting the results into custom multifaceted enterprise solutions,
Ability to specify business reporting requirements,
Ability to quickly establish relationships and interact with business owners, executives and managers
Ability to adapt to a fast-paced, continually-changing business and work environment while managing multiple priorities
Knowledge and ability to understand and negotiate complex risk
Ability to sense trends amongst clients, spoken or unspoken, for requests or issues
Ability to work across departments internally to solve any client issues that arise
Self-motivated, team-oriented, very responsible, and focused on exceeding client expectations
Demonstrated ability to deal with change and excel in high-stress situations
Self-managed, responsive, and dedicated to client success

Customer Service Manager Resume Examples & Samples

Previous experience in a financial services/banking environment preferred
Experience with assisting with new client launches preferred
Demonstrated ability/experience in team building
Experience in managing and implementing process redesign
Ability to work effectively with minor supervision
Excellent coaching mentoring team building skills
Ability to manage and participate effectively in a team atmosphere
Must have strong problem solving/analytical skills
5-10% potentially during client launches

Customer Service Manager Resume Examples & Samples

Sales & Customer Service Management Skills: 3 to 5 years experience leading a customer service team, preferably in an eCommerce contact center environment
Management: Recruiting, hiring, training, and coach a staff to skillfully handle any and all customer queries, problems, or complaints
Self Management

Customer Service Manager Resume Examples & Samples

Focus on solutions to problems
Responsible for quality assurance and risk assessments
Manages budgets and staff overtime
Supports the bank/division/region objectives and change initiatives
Knowledge of computer programs,ie word processing, spreadsheets etc

Customer Service Manager Resume Examples & Samples

Excellent communicator who can effectively share information with different audiences
Ability to problem solve under pressure
Experience hiring and training employees
Prior experience working at a start-up
Tech savvy with a passion for film and television

Customer Service Manager Resume Examples & Samples

Excellent organization, presentation/communication, interpersonal, problem solving and leadership skills required
Must have demonstrated strong initiative, be self-motivated with the ability to work with limited supervision
Ability to interact with internal and external customers and escalating issues as appropriate
Ability to work in a high-pressure environment and closely with peer group
Ability to identify and recommend opportunities to improve operating efficiency and customer satisfaction
Ability to create a work environment of trust, coaching, feedback and open communication
Ability to lead teams to deliver results in accordance with departmental goals
Proven track record of achieving high levels of customer and associate satisfaction

Customer Service Manager Resume Examples & Samples

Be a point of contact for other team members on complicated queries
Address any customers’ complaints and investigate further to make sure the cause of the complaint is identified and steps put in place to prevent it from happening again
Monitor and coach Customer Service representatives to ensure all customers’ queries are addressed efficiently and in a timely manner
Provide feedback to Customer Service representatives on a regular basis and ensure performance issues are addressed accordingly
Work closely with Head of Customer Service and Technical Support manager to identify knowledge gaps, issues with systems/products and put steps in place to improve overall customer experience
Ensure all team members are trained and up-to-date with all supported products
Participate in product testing ahead of product releases/upgrades
Assist and support Head of Customer service with all new initiatives as required by business needs

Customer Service Manager Resume Examples & Samples

Previous experience in a customer service environment (within financial services or accounting desired)
Good understanding of the SMSF industry and exposure to the Accounting and Financial Planning industry is a must
Strong ability to work within a team environment to deadlines
A detailed understanding of the regulatory and compliance regime for SMSF's
Tertiary qualification in financial services or accounting
CA/CPA qualifications (desirable)

Customer Service Manager Resume Examples & Samples

Maintain standards and practices to ensure the contact center functions efficiently and effectively
Clearly define and communicate all goals and standards to the team. Maintain team’s accountability for operational and business goals
Maintain team’s call quality standards, providing feedback and developing performance development plans
Establish clear, measurable individual and team performance targets
Work collaboratively with internal management team and communicate effectively cross departmentally
Oversee the progress of employees through monitoring reports and providing appropriate feedback
Instill and nurture teamwork and ensure employee engagement on a daily basis
Drive employee engagement through open and supportive communication with the team and participation in departmental and company events
Plan departmental activities, set deadlines and determine status of work in progress
Participate in contact center recruitment activities, conducting interviews and identifying qualified candidates
Maintain and oversee daily staffing requirements to achieve service level agreements and operational targets
Design and implement projects that have a direct impact on contact center performance
2+ years of contact center management/supervisory experience
Strong verbal, written, analytical and leadership skills
Proven ability to effectively educate, lead, and engage employees
Experience in employee performance management, delivering performance improvement plans and conducting performance reviews
Excellent leadership skills with the ability to motivate employees to perform at peak standards
Demonstrate excellent interpersonal skills. Experience in working cross departmentally to deliver results
Handles multi-tasking effectively and proven time management skills
Strong PC skills, including Intermediate proficiency level in Excel and Word
Experience in championing change and employee engagement culture
Strong coaching and mentoring skills
Previous experience using ACD system. Genesys platform experience a plus

Customer Service Manager Resume Examples & Samples

Manage customer service center operations including staffing and scheduling
Monitor performance of customer service team to KPI’s across phone, email, and live chat communication channels
Oversee hiring and training process for new customer service agents
Lead ongoing coaching and feedback process for customer service agents including taking corrective action when necessary
Develop customer service leads professionally through informal feedback and coaching and formal reviews
Lead annual review process for the department
Manage order verification process
Resolve escalated issues
Review and update department policies (as necessary)
Resolve customer billing issues
Report technical issues
Review and approve time cards
Manage International customer service agents
Identify areas for improvements in the department
Represent Customer Service on cross-functional projects
Additional responsibilities as delegated by the Director of Customer Experience
Retail E-commerce experience
3-4 years of proven leadership and management experience of a customer service team
Proficient in using call center technology
E-commerce apparel experience
Knowledge of premium and luxury fashion brands

Customer Service Manager Resume Examples & Samples

In-depth knowledge of the enlisted products and services and the related branch operations and procedures, system and technology
Strong product knowledge on investment, asset and liability products
Solid communication and relationship building skills
In-depth knowledge of compliance and banking policies and procedures
HKSI LE Paper 1, 7 and 8 or equivalent

Customer Service Manager Resume Examples & Samples

University bachelors degree in bachelors of business degree
10+ years customer service experience - preferably within an International environment; 5+ years of supervisory experience
Proved ability to lead a geographically and culturally diverse organization. Proven execution abilities
Proved ability to build and develop strong team including Customer service and analyst team
Strong influencing skills and ability to work across the organization
Deep understanding of Supply Chain Knowledge, Supply Chain Best Practices in Asia
Track record of delivery of supply chain solutions expertise
S&OP expertise. Sound analysis skills. Able to build persuasive business cases
Sound understanding of IT support tools and IT environment particularly SAP/ERP systems
In providing excellent customer service and to promote this idea through out the organization

Customer Service Manager Resume Examples & Samples

Manage the day-to-day activities of customer service staff
Coaches, counsels and trains department personnel to improve effectiveness whilst maintaining the highest levels of customer care
Setting long term goals, development plans for Customer Service Department
Collects data and prepares reports for senior management in proper format
Works with internal groups (e.g. Contracts, Compliance, Accounting, etc.) to ensure all Customer Service processes are aligned with company objectives
Surveys the customer base to measure customer satisfaction relating to the sales process, product pricing, quality and support
Drive efficiencies in CS team by identification of process gaps and bottlenecks at a Customer level and implementation of correction action steps
Identify and implement required system changes

Customer Service Manager Resume Examples & Samples

Develop and execute programs to support growth initiatives creating a competitive advantage through customer service
A university or college degree in Business, Commerce or Supply Chain certification. A university or college degree in Business or Commerce
5 or more years of progressive management and leadership within a
Customer centric environment
Knowledge of other areas of Supply Chain (warehousing; distribution; transportation, etc.) a strong asset
Internally communicates with multiple functions at all levels (internal and external) to ensure flawless execution of Customer Service programs and management of customer related concerns
Project management experience to implement major projects and/or change programs
Demonstrated analytical and problem solving skills - driving insights to action
Proven ability to work in a proactive and collaborative manner with a dynamic and varied group of internal and external customers. Strong negotiation skills
Advanced Microsoft office skills, including Excel, Word and PowerPoint
Experience with SAP highly preferred

Customer Service Manager Resume Examples & Samples

Manage the customer service team to support the business’s goals in the most efficient manner possible
Determine priorities for the department and aligns employee’s skill, educations, and/or experience to maximize the departments performance. Can identify missing skills in the department and find way to improve the talent among employees in the department
Assist others to grow professionally. Provide employee with constructive performance feedback frequently
Act as the primary interface between assigned customers and AMETEK Sales, Engineering, Materials, Operations and Finance colleagues to support customer needs and AMETEK business objectives
Quoting, purchase order review, order entry and maintenance, customer website management and resolution of customer issues
Work with customer drawings, specifications, purchase orders, shipping instructions and other customer supplied documentation
Provide input to business forecasts for monthly orders and sales and annual budget and Strategic Plan
Participate on weekly New Product Development teams for assigned customers
Assimilate technical knowledge of products and processes
Prior Customer Service Management experience necessary. Aerospace customer service experience would be ideal
Team player who has demonstrated capabilities in the following areas: excellent communication, interpersonal skills, well developed problem-solving skills; solid organizational skills; and the demonstrated ability to be self-directed and effectively relate to all levels of an organization
Ability to work well under pressure, multi-task and meet deadlines
Strong computer skills are a must, to include: Word, Excel, Powerpoint

Customer Service Manager Resume Examples & Samples

Bachelor degree above, 6-8 years working experience in Customer Service or Commercial Operations, and 2-3 years in a leading role
Knowledge of global trade in Quote-to-Cash coverage and LC UCP600, strong operational background will be an advantage
Strong ownership and self-motivated, can work stably under pressure
Outstanding persuasive communication and influencing ability to achieve successful outcomes
Good command of English& mandarin

Customer Service Manager Resume Examples & Samples

Assure customer satisfaction levels for service, systems and installation are met or exceeded throughout assigned territory
Assure that OAF (Order Attainment and Fulfillment process) is followed and adhered to
Manage the performance of the workforce to meet or exceed customer satisfaction expectations
Manage overtime, direct labor costs, billed work and inventories to meet financial goals
Maintain proper staffing levels by recruiting and hiring competent individuals necessary to accomplish team goals
Develop capabilities of the workforce assigned within the team territory to ensure they are trained, productive and proficient to meet or exceed our customer's needs
Responsible for retention and growth of revenue and profit for the Business Team
Ensure compliance to corporate policies and procedures regarding safety including OSHA, as well as, the safeguarding of proprietary and confidential information and protection and control of corporate assets (i.e. buildings, inventories, vehicles, etc.)
Provide workforce the resources to fulfill their responsibilities
Ensure workforce properly maintains vehicles
Responsible to implement and maintain quality systems within the team territory
Schedule and meet with customers to ensure customer satisfaction levels are being met or exceeded
Participate with Sales, Systems, Service and Support associates at various levels to develop account strategies and action plans that contribute to the overall success of the Business Team
Effectively function within and support a Team based environment
Work with Workforce cell teams to insure development in team concepts
Prefer a Bachelor's Degree in Engineering, Systems, Marketing, Business Administration or Management, or equivalent experience
5+ years of technical service/installation experience
Prefer a Minimum of 2 years operations and people management experience required
Highly motivated, self directed individual with sound business skills
Proven leadership, oral/written communication and problem solving skills
Ability to work evenings and weekends, when necessary
Experience managing a P&L and growing revenue
Experience working in/with the banking or financial industry preferred

Customer Service Manager Resume Examples & Samples

Manages a team of Customer Service Specialists that are responsible for all customer quotes and orders pertaining to the refrigerated merchandisers, service parts and refrigeration systems
Acts as single point of contact for all customers
Ensures all departmental policies, processes and procedures are followed
Ensures Sarbanes-Oxley (SOX) compliance
Works with finance and warranty to issue an customer credits/debits
Responsible for meeting all departmental goals and metrics based upon responsiveness and accuracy
Tracks all open orders to ensure completeness and accuracy

Customer Service Manager Resume Examples & Samples

To handle complaints in relation to Mandatory Provident Fund, Occupational Retirement Scheme and Group Life and Health Insurance in an effective manner
To be responsible for investigation, preparation of reply and reporting of complaints
To liaise with relevant parties to ensure complaints are identified, handled and recorded in-line with established procedures and timeline
To communicate with regulators on details of the complaints, if applicable, in a professional manner
To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process, if applicable
To manage the resolution of complaint, within given timeline
To be responsible for the management of complaint handling procedures manual
To prepare regulatory reports in relation to MPF complaints and internal statistical reports
To facilitate complaint meetings
Appropriately escalating complaints to management
Experience of complaint handling
5 years working experience, preferably in MPF business
Good verbal/ written communication skills
Strong customer focus and commitment to quality
Self-motivated, detailed mind, with ability to work independently
Excellent interpersonal and communications skills with people at different levels
A team-player, with positive and willing-to-learn attitude

Customer Service Manager Resume Examples & Samples

Manage and direct order management and scheduling activities for the Switchboard Product line; manage the support functions involving order entry, scheduling, expediting, and customer service activities related to Switchboard order processing
Ensure customer’s orders are scheduled within the manufacturing systems (VISTA, OMS, etc.) and maintain data integrity of the master schedule
Manage the Switchboard setup schedule and capacity planning for the Switchboard Product line. Adjust capacity planning/scheduling by line – daily capacity numbers, weekly buckets, mixed model, etc
Lead Customer Service efforts for Mission Critical business. This includes scheduling released orders and planning for anticipated orders, providing updates to Project Management, rescheduling orders to satisfy the AWSD metric, and reconciling the Master Data Center Tracker to provide stakeholders with the latest information on current state of the business
Participate in weekly/monthly SIOP sessions. Run and review reports for Switchboard scheduled units/dollars; calculate actual lead-times and manage against quoted lead-times
Supervise the daily functions of the FDS Engineering team responsible for creating and editing manufacturing information
Accomplish department and product line objectives relative to on-time scheduling, advance warning of shipping delay, shipment confirmations, rescheduling, and other associated metrics
Identify process improvement opportunities and coordinate implementation of action plans to achieve improvement in productivity, reduced cycle time, and/or cost savings
Work closely with both internal and external suppliers and customers to facilitate timely communication and accurate information flow regarding order status
Motivate employees and encourage teamwork in an environment dedicated to world class customer service excelling in responsiveness, information accuracy and efficiency
Achieve certification in Six Sigma, ELS, or other critical tools, in order to support enterprise-wide goals for continuous improvement in EBE, ELS, EQS, or MESH assessments
Proactively participate in the training and development of direct reports, as well as cross training activities with EatonCare and Field Sales for the order management process
Minimum 3 years of experience working in manufacturing operations, engineering or marketing service functions
Minimum 1 year leadership experience
Must be authorized to work in the US without company sponsorship
Demonstrated understanding of Eaton Lean System tools and their application in front end business process improvement
Extensive technical and application knowledge of Switchboards
Experience in the following system tools: Vista, Bid Manager, Panelboard Allocation System, Plant Order Manager, Mentor, OMS and other AS400 programs specific to Panelboard and Switchboard order processing
Demonstrated understanding of Continuous Improvement Framework
Strong communication, organizational and computer skills
Familiarity with scheduling, engineering, customer service functions
Proficiency in Microsoft Word, PowerPoint and with a strong emphasis on Excel

Customer Service Manager Resume Examples & Samples

EFFECTIVELY MANAGE THE CUSTOMER SERVICE TEAM OF EMPLOYEES
Perform annual performance evaluations and salary reviews for customer service employees
Effectively balancing the transaction and service workload amongst team members to ensure maximized productivity and the best possible experience for the customer
COMPLETING SENSITIVE TRANSACTIONS IN A TIMELY AND EFFECTIVE MANNER
Ensure that customer orders are entered in adherence to defined standard operating processes
Ensure complaints are entered, assigned, and closed within defined time parameters
Ensure that Debit and Credit memos request are processed in a timely manner
ENSURING QUALITY OF SERVICE
Ensure timely, error free processing for all related sales order processing transactions
Ensure that sales orders are placed via the most effective channel for each customer
Identify and implement process standardization and improvement opportunities where appropriate
Ensure that all information reporting, provided by the customer service team, is timely and accurate
Ensure customer service performance to established target metrics
PROMOTING EXCELLENT CUSTOMER RELATIONS
Through regular coaching and follow-up, ensure that the customer service team works with both external and internal customers in a professional, collaborative, and creative manner
Ensure proper sales order and customer complaint “Ownership”.
Make periodic check-in calls, via phone or in person, with key customers to promote customer service
Act as a working partner with the commercial team to promote customer relations and establish Momentive as a service leader
ENSURING THAT ALL RELATED STATUTORY, POLICY, AND PROCESS REQUIREMENTS ARE BEING MET
Ensure SOX compliance for all customer service activities
Participate in SOX, Internal, External, and ISO audits as required. Ensure appropriate compliance
Ensure that all sales order activity is processed via approved, standard, global business processes, and adheres to related published process policies
ACTIVE TEAM AND PROJECT PARTICIPATION
Participate on Six Sigma or other process improvement project teams as requested
Lead specific process improvement projects as assigned
Participate in and contribute to Supply Chain meetings and other regularly scheduled business meetings as required
Participate in various stakeholder meetings as required
Cross-train and provide backup for other team members as required, including the Regional Customer Service Director
Must be able to effectively manage a group of associates with various backgrounds, levels of experience, and capabilities
Must possess exemplary oral and written communication skills
3+ years Leadership experience in a customer service role or within the industry
Must be able to think strategically as well as tactically
Ability to interpret performance metrics and orally present results
Ability to coach and develop people
Ability to interact with intricate business systems such as SAP
Proficient with MS Word , MS Excel, and MS PowerPoint (intermediate level)
Experience successfully leading cross-functional projects preferred but not required
Six Sigma or lean experience preferred but not required
SAP experience preferred but not required

Customer Service Manager Resume Examples & Samples

Actively interface with internal customers
4 to 6 years of experience or in lieu of degree, 6 to 8 years of experience required
Sales, Customer Service, Telemarketing, Logistics or Forecasting

Customer Service Manager Resume Examples & Samples

Comfortable and experienced dealing with customer escalations
Previous managerial experience managing a small team
Proficiency within Microsoft Programs
Previous experience with performance reviews, quality control and/or quality assurance
Previous healthcare of medical knowledge and experience

Customer Service Manager Resume Examples & Samples

Relevant experience in the education sector such as school/academy SLT membership, or working within an LA in a school improvement/MIS team
Working knowledge of the Capita SIMS software/database software
An understanding of the factors and issues affecting UK Education
Able to deliver excellent presentations at a professional level
Proven account planning skills and experience
Proven ability to build strong customer relationships
Needs to be a good communicator and able to show a confident approach
Ability to have a flexible approach and manage changing environment
Proven experience of coaching and mentoring individuals
Excellent time management, planning and organisational skills
Demonstrates strong interpersonal skills including questioning for clarification and establishing of facts, observation and active listening
Manages deadlines and helps others do the same

Customer Service Manager Resume Examples & Samples

Provides leadership that fosters teamwork, employee respect, empowerment, and open communication
Recommends, implements and coordinates Customer Service "best practices" and policies that maximize employee development, training and performance
Monitors trends in the marketplace and represents the voice of the customer to provide actionable business insights
Exibits managerial courage to challenge status quo and serve as an advocate on behalf of our customers and our business
Demonstrates effective business acumen through the management of department budgets and meets/exceeds key performance indicators
Resolves escalated customer issues while balancing business needs and customer expectations
Ensures superior customer service quality and operational efficiency through talent development
Establishes performance expectations and accountability measures through the use of coaching, performance management
Interpretes and ensures consistent application of established policies and procedures
Partners with Business Leaders to help drive business results through open two-way communication
Manages operations utilizing call center tools and measures to drive operational efficiencies and ensure quality of service
Provides Change Management to support technology and process enhancements that serve the business strategy
5 years Management experience in a Customer Service field (Call Center Experience a plus)
Superior communication skills (verbal and written)
Relates well to people within all levels of the organization through strong business knowledge and professional courage
Excellent organizational, planning and analytical skills
Strong understanding of call center automation and systems technology including CRM systems, ACD systems, and Quality Monitoring software
Advanced Proficiency in Word, Excel and PowerPoint
Ability to demonstrate through work history a solid understanding of core business and leadership competencies

Customer Service Manager Resume Examples & Samples

Provide leadership that fosters teamwork, employee respect, empowerment, and open communication. Recommend, implement and coordinate "best practices" and policies that maximize employee development, training and performance
Lead by example an obsession for customer service. Build strong partnerships with customers to understand their needs and deliver a top quality product. Focus team on monitoring changes in the market and customer base and implement effective marketplace responses
Determines customer service operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
Maintains and improves customer service operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
Accomplishes customer service employee performance objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
Maintains professional and technical knowledge by tracking emerging trends in customer service operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
Accepts ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Bachelor’s Degree (or equivalent work expereince and training) required
5 years management experience in a customer service environment
Highly self-motivated with very strong project management and problem solving skills. Ability to organize, prioritize and deliver in a fast paced environment
Excellent communication skills with the ability to prepare and deliver motivating presentations to peers, team and leaders
Strong understanding of customer service automation and systems technology
Proficiency in Word, Excel and PowerPoint

Customer Service Manager Resume Examples & Samples

Effectively and efficiently manage MSI's life cycle service offerings to Customer
Be the primary interface into the Customer to manage the relationship and issue resolution after customer acceptance, have oversight of the overall operational performance of the Customer's network, and ensure the Customer's operation takes full advantage of the capabilities of the radio network during warranty and Maintenance & Support phases
Works closely with the customer, System Support Center (SSC), Field Service Technicians and 3rd party contractors to facilitates problem resolutions and coordinates the day-to-day management of ad hoc problems and issues
Ensure that MSI meets and exceeds all Key Performance Targets and Service Level Agreements (SLAs)
Ensure the ongoing service improvements and change management of minor and major upgrades into operations without compromising any user experience or SLAs
Manages the services team in support of all mission-critical communications system service contracts and Lifecycle/Managed services activities in order to meet or exceed customer satisfaction
Provides input to pre-sale proposal development, manages customer maintenance contracts, sub-contracts projects to Motorola Service Providers, and cultivates new service opportunities services
Engineering Degree or equivalent in Telecommunications / Information Technology with minimum 10 years experience in telecommunications sector involving complex system applications and leading-edge technology
Detailed architectural knowledge of ASTRO/TETRA/MOTOTRBO products and solutions, voice and data products, and life cycle support services portfolio is desired
Requires a high degree of Customer management skills, coupled with program planning team building and employee management and some degree of technical knowledge of the various systems and sub systems
Exhibit strong ownership and follow through skills, strong verbal and written communication skills
Willing to travel, predominantly within Region, ability to work under stress and strong customer focus
The ability to communicate at all levels of the customer; from an executive audience as well as the ability to talk in detail on a tactical level
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Customer Service Manager Resume Examples & Samples

Manage the South Africa Seed and crop protection Customer Service team
Design and implement short and medium term strategy for Customer Service
Work actively towards identifying efficiency opportunities in Customer Service
Working closely with the S.A. Commercial team in understanding Commercial team Budgets, Forecast and Goals.(attend monthly Commercial team meetings) (Row Crops)
Process Owner for SAP OTC for South Africa and to give SAP support
Define and document suitable Processes & Procedures
Responsible for FCPA Management and ensuring all Policies and Procedures are strictly adhered to
Ensure all other Policies Safety - Vehicle Safety – Revenue Recognition – SOX are followed and maintained within the team
To be involved in the Cost Centre Budget Process. (Setting Departmental Budgets) as well as monitor cost centre spending monthly. (SG&A)
Develop KPI’s to monitor and control processes within the multi-layered model of Customer Service (Front/Middle Office)
Develop/implement and maintain metric system as reporting tools and ensuring the successful internal measuring metrics achieves service delivery per Multi-layer to meet (Perfect order) service levels internally and external
Daily/Weekly/Monthly Preparation and submission of Commercial Reports
Ensure FTO principles are used
Developing, Coaching and Leading the South Africa Customer service team
Foster closer relations between Customer service and supporting departments with in and outside the greater supply chain to achieve collective targets
Visit, establish connect and develop relationships with key customers and strategic business partners
Ensure Customer Master data integrity in SAP
Participate at the Global networking calls and conferences
Minimum of 5 years experience in Supply Chain Management in a Managerial role
Strong understanding of Accounting with a Relevant Diploma in Accounting
Degree in Supply Chain Management
Computer Literacy is a must with SAP as an advantage
Excellent people management skills
Able to manage diversity
Knowledge in Agriculture is an advantage
Able to have a strong focus on People and ISO Processes/Procedures
Analytical thinker
Lead the Customer Operations teams towards achieving goals and targets
Ensure overall compliance to Safety.(ES & H and Vehicles safety)
Create a Winning environment and the Freedom to operate (FTO)

Customer Service Manager Resume Examples & Samples

Lead TEOA Strategy, Process Transformation, Performance Improvement Management, Talent Development and Mind-set & Culture as the NA Site Leader
Enable & drive Customer Care skills proficiency enhancement via skills matrix development, employee assessment, training curriculum development and Trainer development
Ensure Operational Excellence of NA Team by means of: Order escalation, allocation, consignment, quote management
Enhance Customer alignment through cumulative discrepancy management, Customer portal & scorecard expectation awareness and actions, management of manual Customer forecast & firm requirements, Customer routing and set-up management as well as flawless support of Customers while implementing new systems
Optimize NA Customer self-serve capability
Develop relationship with all BU & TE functions to insure Team understands and strives to meet expectations of the Business on Customer Care
Partner with Sales to develop support opportunities which contribute to an Extraordinary Customer Experience. Examples: Shipping costs, Customer payment behavior (A/R residuals), ETC…
Collaborate with Customer Care Leaders and SD SAP TEIS to define and implement BDPs
Demonstrated commitment to talent development
Strong communication & Interpersonal skills
Demonstrated experiences of Innovation Management bringing the systems / analytics thoughts & input of others to fruition
Practices attentive and active listening while demonstrating command skills so that timely solutions are obtained within a large & diverse organization
Analytical and strong problem solving skills
5 years relevant Customer experience management background required
Literacy in SAP, SCP, Demand systems, MS Office (particularly in Access databases) & Cognos preferred
Fluency in English required. English & Spanish preferred
Lean Business Process experience preferred
Ability to persevere in the presence of intense Customer & Organizational pressure

Customer Service Manager Resume Examples & Samples

Create and present training documents for CSR’s
Communicate major problems to the appropriate management personnel
Serve as a liaison between clients, customers and vendors
Monitor and communicate progress toward achieving the highest stated goals and objectives offering help and solutions wherever possible to appropriate management

Customer Service Manager Resume Examples & Samples

Work with Global Expedia Line of Business Process Optimization team as well as Tier 1 Air, Car and Rail Supply Operations to develop a framework for consistent process, policy and workflow creation and implementation
Manage Tier 1 Air, Car and Rail Supply Operations relationship to ensure global consistency with processes across Brand Expedia
Act as the BEX Americas Tier 1 Air, Car and Rail point of contact with GCO Service Delivery working with them to drive, efficiency, NPS and Brand strategy
Drive efficient and effective processing, to enable expense reduction and provide mission critical linkages and improvements between our customers, Expedia, and our partners
Gain clear understanding of when and why call centers exceed agreed Tier 1 Air, Car and Rail operational tolerances and develop and implement strategies to formalize the improvements through Service Delivery
Ensure that call center activities related to Tier 1 Air, Car and Rail align with the GCO business and Brand strategies
Build and implement robust Tier 1 Air, Car and Rail process quality assurance programs throughout the service network
Work with Global Expedia Line of Business Tools team to design and implement new and optimize existing Agent tools and features for Tier 1 Air, Car and Rail
Analyze performance and provide executive level summary for GCO and Brand audience presentations on weekly, monthly, quarterly and ad hoc basis for Tier 1 Air, Car and Rail
Proficient in MS Office suite
Substantial proven analysis of complex and cross functional processes
Strong process mapping of detailed and complex processes skilled
Strong presentation skills both in material creation (ie PowerPoint), and delivery
Previous experience working in a matrix environment
Strong ability to influence others outside of a direct reporting relationship
Exceptional organization and time management skills
Strong ability to both lead and be a critical member of multiple projects
Strong project management skills with demonstrated critical project deployed, driving to results
Proven ability to work autonomously in higher pressure/demanding team
Strong experience in developing, deploying and exceeding SLAs
Highly organized and detail oriented with a very strong focus on process, leadership, and continuous improvement
Experience in a dynamic, high volume environment
Builds relationships that are meaningful in achieving results
Travel industry certifications preferred (retail, wholesale, corporate) or relevant experience

Customer Service Manager Resume Examples & Samples

Manages the operational relationship of a portfolio of clients and Equinix from initial solution detailed design, through on-boarding and on-going production for the life of the clients
Works with CSMs in other countries and regions in the planning, reporting and delivery of multi-country / multi-region deployments
Deliver periodic reporting in line with contract detailing service availability, key performance metrics and review any incidents which have affected the client, the root cause analysis and the remedial actions taken or planned. Coordinate with other CSM’s to deliver or gather these key pieces of data to other when applicable
Lead on-site post sale customer meetings including audits
Educate and advise customers on Equinix policies and procedures
Drive process and policy changes (Customer Service Related)
During incidents act as the client’s escalation and communication point ensuring accurate and timely information is provided on the incident and its resolution. Own the production of the Post Incident Report for the client
Own the production of the Customer Incident Report in the event of a customer satisfaction issue
Ensure speedy investigation and response with resolution details or plans
Support and coordinate activities to deliver initial and add-on services to customers
Onboard and manage customers’ orders from receipt through scheduling, execution and billing
Respond to incoming telephone calls for customer requests within established service levels
Develop and maintain process expertise
Participate in resolution of customer cross-functional issues
Acquire in depth knowledge of local IBX via tour certification
Develop and build relationships with Sales, IBX Management, Operations and other cross-functional teams
Ability to plan, execute on, and manage high volumes of work
Highly organized, with attention to detail and a dedication to closing out issues

Customer Service Manager Resume Examples & Samples

Responsible for day-to-day planning and execution of customer service and project support to ensure customers receive superior customer care
Responsible for personnel management including, but not limited to recruitment, training, performance management / appraisals, salary administration, terminations and a commitment to diversity
Manage objectives, set priorities, meet deadlines, and organize projects (Inbound & Outbound campaigns)
Maintain and report Customer Care performance metrics and manage the Customer
Position involves the ability to work at a desk while using a telephone and computer to talk and correspond with customers, employees, corporate contacts, and clients
Communication skills are critical. Candidates must be able to effectively and appropriately read, write, and speak English. The ability to read, write, and speak Spanish is a plus
Must be able to work independently, without direct supervision, and be able to direct and manage the work of others
Computer fluency is required, including knowledge of call center software, Microsoft Office, and the Internet is essential
Call scripting and work force management experience strongly preferred
Must have the ability to multi-task and thrive within a fast-paced, deadline-oriented environment
Should possess a wide degree of creativity, flexibility, and latitude
Must be detail oriented and highly organized with a documented track record of timely project completion
Demonstrated ability to effectively interface with multi-functional groups / personnel within an organization
Internal candidates must currently be in a Supervisor position. External candidates must have at least 3 - 5 years of prior Supervisory / Management experience; preferably in a Call Center setting
Able to make decisions with high level of confidence
Candidates must have a minimum of one year prior call center management experience
Hours are 11a-8p/Sunday-Thursday

Customer Service Manager Resume Examples & Samples

Own customer satisfaction with everything under your direction
Achieve required delivery and performance levels
Foster a culture of continuous improvement
Develop and implement process controls
Employ ACE (continuous improvement operating system) & Lean rigors to all functions
High level of attention to detail and accuracy
Mentor and motivate associates in customer satisfaction and developing robust RRCA
Coordinate resources to achieve goals with a timely and cost-effective strategy
Perform miscellaneous assignments as required / requested

Customer Service Manager Resume Examples & Samples

Improve service level of IDKA by collaborating with Sales and cross functional teams
Diagnose the root cause of the poor service level of IDKA with Sales and distributors
Improve end to end supply chain effectiveness in regional level in terms of CFR of distributor, distributor replenishment and inventory management, the service capability for IDKA, and reduce return from distributor
Support Sales to implement the revolution of "Route to Market"
Develop SPM and provide visibility to manage DT & IDKA's Supply Chain KPIs and review at proper S&OP+ platform
Develop customer centricity for IDKA and improve TAS ranking continuously
Develop customer collaboration roadmap for each key IDKA customer
Regular performance review and TTT meeting with customer
Develop mutual projects with customer to drive service excellence and cost efficiency
Support logistics team and inventory team to solve supply chain related issues in the region
Work with Regional Sales and DT/IDKA to drive cost efficiency
BA and above. MBA or equivalent qualification preferred
At least 5 years' professional experience in FMCG (Supply Chain or Sales will be prefered)
Highly skilled at communication with cross functions and senior management

Customer Service Manager Resume Examples & Samples

Independently manage and motivate our inbound Customer Service Call Center consisting of 30 - 100 employees
Leadership, development and manage 2 - 7 Supervisors
Drive employee performance and morale to reduce turnover
Devise, implement and execute an action plan to achieve departmental goals and metrics
Track quality metrics such as the length of calls and quality of calls
Train and develop high performing employees at all levels in the call center
5+ years of Supervisor and/or Manager experience
Proficiency with Word (creating and editing documents), Excel (spreadsheets, formulas), PowerPoint (presentations) and Outlook (tasks, email, calendar)
Bachelor’s Degree or Higher
Pharmacy Benefit Management or Healthcare experience
Project Management experience with an emphasis on detail and follow through
2+ years of Call Center Manager experience
IEX Call Center Technology experience
1+ years Vendor Management experience
Ability to motivate employees for top performance
Strong Leadership skills and ability to foster a team environment
Ability to work independently and with a sense of urgency
Highly detail oriented
Professional and tactful communication

Customer Service Manager Resume Examples & Samples

College degree (preferred) with 10+ years of related experience in the Financial Services Industry, demonstrating in-depth functional area expertise
5+ years Managerial experience required
Strong leadership, presentation, interpersonal and conflict management skills
Strong knowledge of HOA services highly desirable
Excellent customer service and advanced problem resolution skills
Strong interpersonal, written, and verbal communication skills
Ability to create and deliver presentations
Strategic thinker, able to create and execute on business plans and strategies
Comprehensive knowledge of technical aspects of functional area, including applicable legal, regulatory and accounting issues
Strong project management and analytical skills
Networking outlets and stay in tune with industry best practices

Customer Service Manager Resume Examples & Samples

Previous experience leading a team
Proficient in Microsoft Office Programs
Experience handling customer escalations
Experience handling interpersonal and employee issues
Experience with performance management, training, hiring/firing
Experience with Bright Tree software

Customer Service Manager Resume Examples & Samples

Establishes team and individual goals to support strategic Customer Support objectives and department goals; pursues benchmarking and best in class practices with peer companies and competitors
Plans staffing levels and oversees the hiring process. Mentors, motivates and coaches Team Leaders and team members. Acts as an employee advocate provides timely reward and recognition
Leads and drives the CRR process and promotes customer satisfaction and achieves cycle time reduction through team-based problem-solving
Participates as a critical role in the SIOP process
Provides input to the budget and meets budget goals. Prepares comprehensive monthly summaries
Ensures all functional areas have accurate, timely information. Acts as liaison between external customers, Operations, Sales, Marketing, Finance, I.T., e-Business, Logistics and Customer Service and Support, ensuring positive two-way communications of priorities, issues and concerns
Is in charge of the order entry process including myeaton.com, EDI etc
Actively participates in cross-functional company-wide teams to assist in driving and deploying quality improvements, process improvements, business system enhancements and process standardization
Fosters ownership in the business at the team level
Conducts employee performance reviews. Develops employees through goal setting and career planning. Actively participates in succession planning
Fosters an environment which promotes Eaton’s goals and philosophy, encourages continuous improvement and builds customer relationship
MS Word, Excel, PowerPoint, Access, Project software programs
Negotiation and conflict resolution skills; professional presence
Out-of-the box thinking
Value-stream mapping & Six Sigma methodologies
Commercial sensitivity, business acumen and judgment skills
Finance and data analysis skills
Reasoning ability
Public speaking/presentation skills
Contract management
Leadership, mentoring, coaching, developing and motivation skills
Performance management
Succession planning
HR practices
Benchmarking
Call center management

Customer Service Manager Resume Examples & Samples

Lead the team by example demonstrating a ‘How can I help you’ approach to all internal and external interactions
Create and define quarterly and annual team objectives
Define and implement employee corrective action plans based on customer feedback
Routinely be called upon to answer customer inquiries via ticket system, e-mail and phone
Responsible for maintaining customer records and assets and making changes when requested by order services or sales
Create enduring relationships with all levels of management and fellow co-workers
Process customer requests to merge accounts / transfer assets and account audits
Assist sales and support staff with customer account questions
Responsible for talking/explaining to customers about account maintenance and renewals
Assist order Management team with customers and account research
Responsible for creating and developing corrective improvement plans based on customer arrival patterns ensuring service levels are met or exceeded
Proven ability to foster enduring customer relationships based on knowledge, experience and shared success
Perform other team related administrative support duties as requested
Proven experience managing remote team members
Proven ability to Introduce process improvements beneficial to customers and business
Proven ability to promote organizational values at all levels of business engagements
At least 3 - 4 years of demonstrated customer service management experience in a high volume customer focused environment
Proven ability to lead and communicate with a diverse team of global resources
Ability to multi-task and work within a team environment
Proven ability to follow documented process and procedures in timely manner
Proven ability to maintain confidentiality of secure information
Advanced knowledge and familiarity with Microsoft Windows and Microsoft Office Tools

Customer Service Manager Resume Examples & Samples

2-3 years of management experience in a fitness, hospitality or retail environment, including direct experience in profit and loss management, revenue generation and people management
Physical demands include ability to walk through all areas of clubs, climbing stairs (where applicable), and bending and lifting (e.g., picking up towels, restacking of weights, moving of equipment as necessary)
Must be able to work at least 50 hours per week (including 10-hour shifts Monday through Thursday, typically 10 am . 8 pm) and a combination of open and close shifts the remainder of the week; and/or other hours necessitated by business need, as scheduled by the GM
AED/CPR Certified
AA or BA/ BS degree (preferred)
Ability to develop a high performing team
Ability to achieve measurable results
Ability to create an environment of mutual respect, trust and accountability (TSI Environment)

Customer Service Manager Resume Examples & Samples

Will be responsible for managing several supplier and customer support queues including supplier account support, self service platform support and customer support for content delivery issues
Will be managing primarily email support queues and monitoring online forums
Will be responsible for all aspects of managing the support queues on a day to day basis including handling escalations, ensuring TAT and SLA are met, and ensuring CSAT scores are also trending in the right direction
Will be responsible for reporting on weekly and monthly status on key metrics for the support queues
Will be responsible for day to day people management including hiring, training, retention, motivation and overall improvement
Will have to set up queues in the standard Amazon Customer Support infrastructure and Remedy trouble ticket system
Will have to manage escalations and respond to customers or suppliers promptly when needed
Will have to define processes, improve process capabilities and drive six sigma and lean initiatives to streamline support operations
Candidate must be fluent in English
5-7 years in an operational setup in the services, support or BPO/KPO space. At least 3 years managing support processes is required
Need a Bachelor degree, preferably in Science or Engineering or Commerce. MBA preferred but not required
Direct experience running a support operation (voice or non voice) is highly desirable
Self starter, highly motivated and capable of working on their own is required
Good people manager who can manage and motivate direct reports and get the best out of them
Good communication skills and experienced in communicating and working with US or Europe based customers or stakeholders
Passionate about operations in general and in specific building out high class customer service operations
High degree of familiarity with CRM systems and concepts and also with Remedy

Customer Service Manager Resume Examples & Samples

Minimum of 2 years of people management experience
Experience providing feedback and coaching with continuous performance and career development
Experience managing in a Service Level environment
Experience driving operational excellence, including identifying root causes and driving resolutions
A proven ability to solve process gaps while working with stakeholders
The ideal candidate will have: 2-4 years of leadership experience in publishing, customer service, or similar production environment with a demonstrated history of delivering innovative solutions to operational issues
Demonstrated history of developing employees to take on higher levels of responsibility
Prior experience managing a large team (+15 employees), including payroll, performance management, team engagement and work-flow assignment
Knowledge of Lean and Six Sigma approach to problem solving
Strong communication and leadership skills
Able to work in an ambiguous, ‘internet-speed’ environment
Proven ability to work with cross functional teams
Experience working in start-up and internet technologies is preferred

Customer Service Manager Resume Examples & Samples

Ability to support Business and provide solutions to customer pain points
Ability to handle complex and ambiguous scenarios
Ability to organize, prioritize and schedule work assignments
Ability to make administrative and procedural decisions
Proven ability to manage reporting and analysis
Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations
Ability to effectively and efficiently complete difficult goals or assignments
Can adapt well to changing circumstances, direction, and strategy
Proven skills in data manipulation and analysis
Bachelor’s degree or equivalent Amazon experience
Advance level of Microsoft Package (especially Excel)
Fluent English skills are required for this role
Demonstrated ability to build, develop, direct, and manage a group of 20+ direct reports
Experience managing core business KPI’s
2+ years of management experience or equivalent Amazon experience
Willingness to work at any SJO location
2 plus years’ experience with Customer service
Experience in Contact Center Operations (Customer Service, Sales, or Collections)

Customer Service Manager Resume Examples & Samples

Bachelor's degree or 2 years Amazon experience
5+ years people management experience
Direct experience in Operations (Customer Service, Sales, or Collections, or related industries)
Extraordinary skills in data manipulation and analysis
Strong communication skills both oral (speaking, listening, interpretation) and written
High energy for an ambiguous, 'internet-speed' environment
Real passion for ensuring an extraordinary customer experience with every contact

Customer Service Manager Resume Examples & Samples

Systems administration (Linux and/or Windows)
Networking (DNS, IPsec, BGP, VPN, Load Balancing)
Databases (MySQL, Oracle, MSSQL)
3+ years relevant experience managing customer service associates
Experience managing security engineer teams

Customer Service Manager Resume Examples & Samples

2+ years Project Management experience
3+ years experience in managing teams for 15+ direct reports
Direct experience in Contact Center Operations (Customer Service, Sales, or Collections or related industries)

Customer Service Manager Resume Examples & Samples

A Bachelor’s degree or equivalent experience is required
Hospitality services, facility / property management and / or IT experience is preferred
Knowledge of application support / system administration / software development is preferred
Proven track record of excellent internal and external customer service
Exhibits strong interpersonal skills, leadership skills, and problem solving / conflict resolution abilities
Excellent verbal and written communication skills with the ability to communicate professionally
High degree of innovation with the ability to work with minimal supervision in a fast paced environment
Proficient skills in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook, and Access)

Customer Service Manager Resume Examples & Samples

Establishes team and individual goals to support strategic CustomerCare and Sales Support objectives and department goals; pursues benchmarking and best in class practices inside of Eaton and with peer companies and competitors
Plans staffing levels and oversees the hiring process. Mentors, motivates and coaches Team Leaders and team members. Acts as an employee advocate and provides timely coaching, reward, and recognition
Manages key performance indicators including customer loyalty improvement, customer effort reduction, responsiveness, quality, productivity, and volume of orders, quotes, and technical contacts. Achieves process, quality, and cycle time improvements through team-based problem-solving and CPI techniques
Management control, reporting, and input to the performance and budget goals. As an Electrical leader in the BSC, act as a key member of the functional BSC leadership team
Process owner for inside sales- offer/quotation process, customer service -order entry process including automation through myeaton.com, eStore, EDI etc.) through invoicing and rebates; technical support process throughout the selling, service delivery, and after sales support processes
Fosters an environment which promotes Eaton’s goals and philosophy, encourages continuous improvement and builds customer relationships
Experience leading Customer and Sales Support teams including: customer service, inside sales and technical support throughout the selling stages
Leadership, change management and communication skills
Call center management, Phone skills and customer communication
Electronic commerce, eBusiness and available or emerging technology
Team-oriented problem solving skills and corrective action methodology skills
Commercial training and technical interest

Customer Service Manager Resume Examples & Samples

Maintain a high level of customer satisfaction for the whole application support team and continue to build and promote a culture of service excellence
Coordinate the daily operations of the North America based application support team
Develop, maintain and evaluate support policies and procedures for the daily functions of the support team
Train team members on standardized support team processes
Build strong technical experience and capability within the team
Where necessary, lead and engage cross-functional teams, also internationally, to share and engage technical expertise and experience, to support the timely delivery of business and customer needs
Work with cross functional teams to ensure all customer enquiries are handled in an efficient manner
Serve as primary escalation contact for high priority support cases
Track and analyze trends in Help Desk requests and generate statistical reports
Develop and deliver key initiatives to improve processes and customer service delivery
Lead the engagement of all parties necessary to ensure the timely management, communication and address of customer concerns, escalations and issues
Strong customer service
Ability to prioritize multiple requests and manage critical cases after hours as needed
Strong judgment, decision-making, drive and insightful analytic skills
Ability to work comfortably in ambiguous situations and ability to optimize team’s resources to achieve organizational goals
Outstanding verbal and written communication skills for both technical and non-technical audiences
Proven experience leading and delivering customer service requirements

Customer Service Manager Resume Examples & Samples

BS degree (or technical equivalent)
7-10 years working in a professional technical support or customer service environment
4- 5 years working as a Manager, preferably in a technical support environment
Smart, engaging, and encouraging, with a high standard of personal performance and ability to operate independently in accordance with company goals
A driven individual who sets aggressive personal goals and executes on them
Proven ability to manage priorities, focus on key objectives, and deliver exceptional customer experiences
Outstanding communication skills, highly organized approach to work, and comfortable embracing and driving change
Ability to manage challenging customer interactions
Demonstrates in-depth understanding of customers' industries and core business processes, and their technical and business requirements. - Builds significant long-term relationships with key customer contacts
Displays general knowledge of the customer's business environment and a sound knowledge of Oracle products. - Collaborates with customers to define their business needs, and conveys how Oracle can successfully meet those needs
Demonstrates a sound knowledge across a range of (generally, related) discipline areas. - Solves complex problems, and presents different professional/technical scenarios and approaches by applying specialist knowledge. - Keeps abreast of tools, methods, and techniques, thereby acting as an internal resource in a particular area of expertise/specialist knowledge

Customer Service Manager Resume Examples & Samples

Basic management functions; controlling, directing, organizing, planning, staffing
MVD offices(s) budget, revenue and expenditures
Division and program goals and objectives
Personnel management, public relations, and motivational principles, processes and practices
Foreign applicants for DL & ID credentials
Oral and written communication
Customer and public relations and conflict resolution
Personal computers, including Microsoft word and excel
Resolve daily, intermediate and long term operational and customer service issues
Accurately apply statutes, policies and procedures
Create and coordinate work schedules, adjusting resources as necessary, and coordinate training activities
Recommend and administer disciplinary actions
Create and execute action plans to address office performance gaps

Customer Service Manager Resume Examples & Samples

Directs the activities of the Customer Service department and its employees in such a manner as to achieve superior levels of responsiveness to customer needs
Directs the processing of customer orders and prepares reports for senior Sales and Manufacturing management to inform them of the status of critical customer shipments
Maintains daily contact with
Department manager to obtain product information to expedite orders
Company Account Managers to provide information and solve problems
Customers to provide availability and delivery information
Managers, Account Managers, and customers to resolve complex issues
Answers general questions from major customers concerning open orders including expediting delivery and tracing shipments
Ensures that both verbal and written requests for quotations are processed in a timely manner to maximize the opportunity to capture business
Develops and implements processes which facilitate timely responses to requests for technical information, sales literature, material certification and returned material issues
Uses knowledge of product, availability and customer need to determine the best course of action required to fill the order if the customer’s first choice is in out-of-stock status
Monitors inventory levels to facilitate the balancing of customer delivery requirements against Manufacturing
Advises Sales and Marketing management and Account Managers in the field of significant information learned in the course of customer interactions
Acts as Single Point of Accountability for Import/Export Compliance, including ITAR compliance
Serves as Business Process Owner for EDI processes and RMA’s
Oversees special projects as assigned, such as price increase, implementation and notification; Audit (ASAT) documentation and preparation; product pricing studies; EBS implementation
Serves as Customer Service liaison for newly acquired locations to ensure successful transition to Customer Service-related policies, systems, and processes
Ensures that all work activities are performed in accordance with established safety and environmental standards
Maintains full compliance with Company policies and procedures and conducts all activities in accordance with the Company's Guide to Business Conduct
Demonstrates a knowledge of and commitment to Lean Manufacturing and Continuous Improvement principles and techniques
Recommends significant activities related to assigned human resources, to include hiring, termination, performance appraisal, salary administration, discipline, coaching and counseling, and related matters
Travel up to 25%, mostly domestically, but may include international travel
Ability to read and write in Standard English and perform mathematical calculations
Ability to work independently with minimal supervisory direction
Strong organizational skill and ability to multi-task and prioritize in a fast-paced environment with multiple competing deadlines
Computer literate. High level of skill with EBS software and Microsoft Office suite, especially Excel
Bachelor’s Degree from an accredited college or university
Minimum 5 years of experience interacting with external customers
Prefer the Bachelor’s Degree is in Marketing, Management, or Business Administration
2+ years of customer service experience in Manufacturing or Distribution
2+ years of supervisory experience in Customer Service
Experience in the Industrial Fastener industry

Customer Service Manager Resume Examples & Samples

Serves as Customer Service liaison for newly acquired business unit locations to ensure successful transition to Customer Service-related policies, systems, and processes
Maintains full compliance with Company policies and procedures and conducts all activities in accordance with the company's Guide to Business Conduct
Demonstrates a knowledge of and commitment to Lean Manufacturing (ABS) principles and techniques
Minimum 3 years of experience in a Customer Service Supervisor role in Manufacturing or Distribution

Customer Service Manager Resume Examples & Samples

Achieving sales, margin and EBITDA targets for the store
Main holder of “The Mic”
Proper scheduling of the sales floor with appropriate staff levels
Ensuring a great customer experience; including any customer service issues
Providing ongoing coaching and feedback to all associates, plus annual performance reviews
Communicating with the Store Manager and Operations Manager
Assisting the Operations team with large merchandising projects
Ensuring the sales floor is clean, organized, and ready for the customers
Understanding and executing all in-store promotions
Take part in the interview process for all candidates that apply to the store
Training newly hired sales associates through the onboarding process
Opening and closing of the store
2+ years of experience working in a retail sales roles (required)
Previous retail sales management experience (required)

Customer Service Manager Resume Examples & Samples

Ensure that assigned operations area is adequately staffed and that all personnel are trained
Manage the operations activities for the assigned functional area(s)/region(s) by planning and scheduling departmental activities and workload and coordinating with related departments ensuring that operational schedules are met
Review and recommend new methods and procedures to make daily operations in assigned area more efficient
Participate in the development and enhancement of equipment and/or training procedures or programs which will support products and/or services; may participate in project task forces or user groups to represent the department on training or system needs
Interface with other departments, regions, vendors, agencies, etc. to resolve customer service issues. Follow up with resolution of problems to ensure timely response and customer service
Implement and monitor tracking and performance monitoring mechanisms. Provide reports to keep senior managers informed of operations activities; make formal presentations to senior management as required
Maintain knowledge of all products and services offered in assigned area. Keep informed of new or changing developments, products, services or ideas which would affect operations
Recommend hires, transfers, terminations, salary adjustments, performance standards and reviews. Approve employee time records, work assignments, vacations, sick pay, etc. Implement and execute employee relations policies, training programs and various other human resources programs and policies
Strong English verbal and written communication skills required
Ability to analyze information received from various sources and synthesize into reports, presentations and proposals
Strong organization and project management skills
Ability to manage multiple tasks/projects and deadlines simultaneously
Proven customer service skills
University or College education, or equivalent work experience

Customer Service Manager Resume Examples & Samples

Sound understanding of the business and market environment, business strategy and key drivers of success
Thought leader on service approaches to drive revenue and productivity outcomes
Proven track record in managing business initiatives that improve revenue or reduce cost
Exhibit strong interpersonal, influencing and negotiating skills that can be used in motivating, influencing and advising senior stakeholders in ANZ
Demonstrated experience in working with Executives and skilled in providing sound advice and recommendations to a Business Head and Executive management teams
Strong people leadership and demonstrated ability to create a high performance team

Customer Service Manager Resume Examples & Samples

Complete knowledge of Customer Service Associate I, II and III
Responsible for the development and training of the Customer Service Associates
Provides on-going sales and service coaching, leadership and mentoring
Responsible for designation and proper utilization of over-ride authorities
Assist CSA’s in working with unusual or difficult problems
Exercising executive and administrative control over the functions of the office, including the implementation of local policy and explanation of organization programs, policies and objectives
Responsible for the development and training of the CSA’s through effective coaching techniques; ensuring customer satisfaction and the achievement of Banking Center goals and objectives
Adhering to the prescribed security controls to protect the Banking Center against criminal and fraudulent operations and unnecessary risk or exposure
Responsible for all tracking and reporting as directed by the Management
Work towards achieving goals and objectives with BCM as defined by Retail Strategic and Business Plan
Encourage team environment through effective leadership and coaching
Some branch travel required. Must be flexible to travel to other bank locations as needed
Comply with Bank’s policies and procedures
20100827 (20090629)

Customer Service Manager Resume Examples & Samples

Develop and monitor budgets and spending
Monitor lost time and administer the Attendance Control Policy
Speak audibly and clearly communicate with passengers and co-workers
Ability to read, understand, explain and enforce company policies, procedures and regulations
Must be able to bend, stoop, reach, and turn while operating a computer, printer, radio and telephone
Ability to learn PC applications and apply knowledge
Maintain cognitive skills to perform basic mathematical functions to calculate/pre-plan weight and balance restrictions for aircraft
Ability to handle multiple tasks simultaneously and adapt to sudden change of plans
Ability to work rotating shifts and days off, holidays and overtime as needed
Must be able to work alone and in a team environment
Must meet public contact profile
May require rotation of shifts, days off and holidays

Customer Service Manager Resume Examples & Samples

Technical support and advice of customers when deploying our software products via phone, email and remote access
Problem analysis in complex environments and independent prioritization and processing of tickets to bug tracking and
Strong experience in technical customer support and / or in the software development
High level of interpersonal skills , leadership experience
Joy of professional collaboration with customers, solution-oriented approach , quick perception and analytical skills
High sense of responsibility and self-reliance
Good command of spoken and written English
Strong team orientation , excellent organizational skills

Customer Service Manager Resume Examples & Samples

Arizona Revised Statutes (titles 28, 13 and 41 provisions)
MVD policies and procedures applicable to both driver license and title and registration work
ADOT/MVD Record Service Program functions and requirements
Interrelationship between MVD Record Services and external customers, especially the criminal justice system and with various customer needs and expectations
Strategic planning and performance measurements
Federal Laws, Driver's Privacy Protection Act (DPPA), Motor Carrier Safety Improvement Act (MCSIA), Commercial Driver License (CDL) and Record Retention
Hardware, software, database, codes, etc. used in the units' work
ADOT/MVD budgeting, accounting and purchasing
Oral and written communications skills
Customer service, employee relations, team building and supervisory skills
Data entry and retrieval, data research and problem resolution skills
Computer skills necessary for e-mail, scheduling, word processing, spreadsheets, budget tracking, etc
Interpersonal (people) skills
Research and analytical processes
Management such as managing a diverse group of employees
Leading or managing legislation implementation teams or special projects
Effective time management and prioritization of activities
Identifying and implementing process improvements
Do complex analytic and managerial work
Communicate effectively verbally and in writing
Successfully handle complex and difficult situation that involve employees and the public
Analyze situations and develop corrective actions
Encourage teamwork within the various units of Record Services Program

Customer Service Manager Resume Examples & Samples

Customer Service Representative experience of minimum 5 years
Customer Service management experience of minimum 3 years
3PL management experience of minimum 1 year
Import/export experience of minimum 1 year
Process mapping and SOP development experience
Project management experience is an advantage
Healthcare industry experience is an advantage

Customer Service Manager Resume Examples & Samples

Previous experience working within a similar contact centre based customer service management position
Excellent people management and leadership skills
The ability to motivate and drive high levels of performance
Results oriented, with the ability to understand and interpret statistical information, and the ability to make strong and rational decisions
Confident and self-motivated
Solution-focused approach to problem solving

Customer Service Manager Resume Examples & Samples

Manage and mentor a team of Customer Service Representatives/Sales Assistants including interns
Train all new Reps and Customer Service members in ERP and B2B systems
Facilitate and manage the process for setting up new Sales Reps and new customer accounts contractually and within the ERP system
Manage and keep all Rep contracts up to date and properly filed
Assist in the calculation and audit of Rep Commissions
Monitor quarterly Sales Goals for Reps and Customer Service team
Assist with building Sales Order Forms
Manage and enforce order entry deadlines
Work closely with Sales and to substitute negative inventory
Work closely with Allocations team to ensure orders are fulfilled / monitor Purchase Order delays, shortages and overages
Coordinate with warehouse and logistics team to ensure all inventory arrives on time
Manage all seasonal incentive programs along with proper order book adjustments
Manage the entire invoice process including the coding of proper reason codes for all contra revenue
Manage trade show set up and break down
Manage Sales Rep Sample programs
Project liaison on B2B implementation and maintenance including but not limited to: creation of new user profiles and full training to new and existing users, creation of security profiles and controls, trouble shooting and sales generation
At least 5 years of experience in Sales Operations, Customer Service and/or Demand Planning
Detail-oriented and ability to multi-task a must
Strong at motivating / team building
Prior Knowledge of importing and exporting out of Canada/Latin America
Organized and able to communicate clearly and concisely in a variety of formats; Email, written correspondence, phone
Utilize multiple resources to determine best course of action
Must be open to travel

Customer Service Manager Resume Examples & Samples

Manage, mentor and direct a small group of Customer Support associates, who are performing all relevant administrative functions of an engine shop such as
Open up Sales Orders for customer APU’s and LRU’s in SAP. Coordinate P.O.’s from PWC and Military Engines. Review received customer documentation and liaises with airline customer as required to collect missing information. Open up Sales Orders for customer APU’s and LRU’s in SAP. Coordinate P.O.’s from PWC and Military Engines. Review received customer documentation and liaises with airline customer as required to collect missing information. Pull previous shop visit records from the system or from the customer for Repair Engineering use. Participate in induction meetings
Create customer invoice and update customer shipping instructions in SAP. Create/update engine record for engine induction and shipping. Perform administration of functions relating to engine induction and shipping processes in SAP. Coordinate and process each APU shipment with ITC and Legal from an ITC perspective
Prepare and review status reports to internal customers (PWC, ME) and external airline customers. Complete, accurate status report emailed to customers at customer defined frequency each week. Generate customer status reports from business system and review for accuracy. Will require interaction with shop floor for most current shipment promises
Manage Customer Communication to internal and external customers
Manage and hold customer status phone calls. Prepare and deliver crisp status reports as required by individual customer. Creation of reports as required by specific customers and defined by their established templates on common business unit templates. This will require daily participation in Production meetings to collect customer relevant information
Coordinate and manage customer visits and support customer reviews as required. Participate in Customer review visits, representing the company. Prepare and present relevant slide decks. Manage and hold customer status phone calls. Creation of reports and presentations required by specific customers and defined by their established templates on common business unit templates
Maintain departmental metrics boards as required. Collect and process data as required for this activity. Manage and lead ACE activities for the department
Excellent written & verbal communication skills
Strong interpersonal and facilitation skills
Ability to work to short timelines
Experience in quoting aviation related repairs

100

Customer Service Manager Resume Examples & Samples

Participate in strategic and tactical planning activities to support achievement of sales and operational objectives
Manage customer service activities and offer customer order fulfillment support
Manage product pricing and customer quoting procedures
Support a culture of business ownership
Promote accuracy and discipline in sales order processing function to support targeted objectives in order fulfillment performance
Identify opportunities for process improvements and develop systems and procedures to implement these improvements
Serve as liaison between Field Sales, Customer Service, Scheduling, Production and other functional personnel as required to support efficient and effective order fulfillment process and customer satisfaction
Direct and motivate through coaching, team concept and constructive feedback
Promote self-initiative and problem ownership for subordinates in addressing process gaps and improvement opportunities
Bachelor's Degree in Business Management, Procurement, Accounting, Logistics, or Manufacturing Operations from an accredited institution
Minimum of 3 years’ supervisory experience
Minimum of 3 years’ experience in customer service, sales or call-center environment
10 years of prior management experience in customer-oriented environment
Prior experience with JD Edwards and Lotus Notes software
Prior Inside sales experience

101

Customer Service Manager Resume Examples & Samples

MVD and ADOT policies and procedures related to Driver Licenses, Title and Registration, Customer Service Operations, and other business areas
ARS, Title 28, Transportation laws, Arizona Administrative Code, and Division policies and procedures
Terminology related to Motor Vehicle Division
Program Planning
Principles and practices of effective organization and administration
Office management and supervision
Research and analysis of legislation and unique questions pertaining to statutes and administrative rules
Report preparation
Counseling and disciplining employees
Hiring and interview process
Microsoft Office programs and MVD databases
Establish standard work processes and procedures, and continually evaluate them in order to improve unit performance and address customer needs
Write, review and revise summary reports
Lead a diverse group of people to accomplish goals
Listen effectively
Observe and understand process and procedures
Understand, analyze, and evaluate data
Effectively manage a program consisting of multiple work units

102

Customer Service Manager Resume Examples & Samples

Minimum of 3-5 years’ people management/supervisory /performance management experience in a customer support/service environment
Strong preference for experience in a subscription software [SaaS] environment
Strong history of leading groups to exceed NPS, CSAT, and quality expectations
Service Level Agreement (SLA) management experience
Excellent written and oral communications skills (English)
Cloud based support platform support background preferred
Project Management experience preferred
Previous experience in a live customer service environment (Live Chat and Inbound Phone)
Strong Analytical Skills- previous experience identifying business trends and self-service opportunities (Strong Excel and other business analytics tools strongly preferred)
Previous experience working with channel partners and or VAR’s
Previous TEAM MANAGER experience in an inbound contact center
Intermediate skills: SalesForce.com (SFDC) - Experience running reports, building dashboards, accessing lead management and workforce management
SAP and Siebel experience desired
Familiarity of Knowledge Center Support (KCS Practices) a plus

103

Customer Service Manager Resume Examples & Samples

Bachelor’s degree from an accredited university or college (or a high school diploma/GED with experience in a project management position);or equivalent knowledge or experience
Experience in a project management, (pre)sales, engineering or manufacturing role
Project management experience working in a leaders role of implementing projects in a field environment
Willingness and ability to travel 65% of the time within the assigned region
Also to be able to speak fluently Dutch and English

104

Customer Service Manager Resume Examples & Samples

Customer Service (CS) Team Management: is responsible for managing the Customer Service team on a day to day basis. Focuses on issue management & resolution, performance review, and order fulfillment to ensure an optimum level of customer service. Establishes relationships with internal and external customers to support the business strategy and its execution in co-ordination with the CS Team
Stakeholder Management: ensures the stakeholders in the chain are well informed & manage liaise closely with their teams to ensure the monthly and yearly targets are achieved in addition to optimal customer satisfaction
ERP & Interface Issues: Key player in the network setup with our hub in RDG & also with our 3PL. All business release tests & changes are to be monitored & confirmed
Global Alignment: Establishes contact & working business relations with the other entities globally to address concerns and find an unified solution if possible. Learns and shares from the global best practices
Reporting: KPIs, OTIF & other reporting internal & external are to be managed on a periodic basis
Business Sustainability: Creates plans and back up process in place in case of emergencies (war, political problems etc). Multiple supply networks have to be established to mitigate this. Creates a process in place for ERP issues & back up of the CS team
Consistently demonstrates the Roche Core Competencies and People Leadership Commitments
Provides feedback and conducts performance reviews of employees

105

Customer Service Manager Resume Examples & Samples

Minimum experience in the bank and project management for 8 years
Good communication and influencing skills
Fluent in English and Indonesia

106

Customer Service Manager Resume Examples & Samples

Responsible for hands on management of the 24x7x365 NOC; including daily work management, escalations, and compressive shift turnover assessments
Will provide team leadership for following established processes, procedures, ticketing, and escalation standards to ensure prompt resolution to issues
Work closely with internal support groups and external service providers to identify, resolve or coordinate the resolution of Infrastructure, Devices and Application issues
Lead the Incident Management process during outage/impairment situations
Communicate issues and incidents to all levels of the organization as required
Responsible for fault management, report generation, analysis and event notification of customer systems. To include the coordination and/or escalations of fault/performance issues to the appropriate operations teams
Provide support of all network activities, such as the coordination of change management and routine maintenance actions
Identify, coordinate and document preventive, proactive and corrective maintenance requirements
Responsible for testing and developing new elements monitoring, analysis tools and writing operational documentation
Ability to work with Vendors, Carriers, and Suppliers in the provisioning and maintenance of services
Ability to develop, document, and publish operational processes and procedures
Ability to deal with concurrent issues, ability to work under a dynamic and high-pressure environment
Rotate on call duties other managers and backup other Managers when required. Ensure there is 24x7x365 coverage for NOC shifts during vacations, training, etc
Accountable for monitoring, detecting and handling for all operations related service disruptions (incident and problem management). Ensure timely declaration and escalation of unplanned/planned service disruptions, including the associated data collection, reporting, and tracking of follow-ups
Provide teams with proactive updates on potential customer impacting issues (i.e. network issues, site performance, service disruptions, planned maintenance, equipment failures, etc.)
Manage, mentor and support NOC employees as well as assist in training, cross-training, monitoring, and reinforcement of procedures and guidelines
Maintain training materials, policies, checklists and procedures. Create and maintain Operational Reports and KPI's on daily, weekly, monthly and ad-hoc basis
Participate in disaster recovery and business continuity programs
24x7x365 On-call Operations Support with a willingness to cover shifts gaps if necessary
Must have a high degree of technical knowledge to understand the environment and provide clear updates to the teams
Knowledge of change management controls and processes
Knowledge of capacity planning and asset management
Demonstrated experienced in disaster recovery program planning, implementation and continuous improvement
Works effectively with cross-functional teams and must be flexible enough to deal with different technical skill levels, skill sets and highly dynamic work environment and schedules
Strong analytical and problem solving skills along with excellent written and verbal communication skills
Experience with administering and tuning applications/system monitoring and management tools (i.e., Remedy, Netcool, Nagios, Solarwinds, etc) is a plus
ITIL v3 certification is preferred
5 - 10

107

Customer Service Manager Resume Examples & Samples

Manage relationship with outsourcing vendor ensuring service levels are met with various processes
Develop certified processes and scripts and keep updated at all times to ensure quality of service to customers
Responsible for Operations Support Team which includes various store tasks including ordering of POP and end user parts
Oversight of asset protection call center agents with outsourced vendor ensuring critical service levels is obtained
Service level targets are critical to the business due to sensitive nature and legal implications if procedures are not followed or acted on timely
Prepare executive reports on case trends
Analyze trends to suggest process changes that reduce the need for our stores to open cases and allow them more time to concentrate on sales verses accounting issues
Monthly reports are published to all executives in the company
Participate in steering committee focused on store simplification
Manage Accounting Customer Service team of 30 responsible for call center and on line cases
Develop and implement training program for new employees, quality program for success metrics with case and call reviews for staff
Prepare reports to provide information on case quality, quantity, and root cause analysis
Directly manage a separate Escalation Team for urgent matters ensuring we meet our agreed service levels once items escalate
Handle urgent matters and solve complex issues and escalations
Case review of aged cases and offer support to resolve
This position interacts with all levels of management and across functions
It requires the manager to be a subject matter expert in all areas of accounting to be effective in this role
The knowledge when passed down into processes will obtain a higher percentage of first call/case work resolution which serves our customers faster than routing cases to various accounting units
It also reduces case load for various accounting units if we are capable of first call resolution
Education: 4 Year Degree or Equivalent Experience
Desk/Call Center certifications are a plus
Experience: 8-10, Customer Service, Accounting, ERP or CRM software
Proven track record with management of a large team
Customer service skills, especially the ability to handle difficult/tense phone calls professionally and courteously
Proficient with Microsoft Office products, call-tracking software
General accounting knowledge is a plus
Prior experience in leading or supervising a team
Internal Posting Ends: November 4 - November 24

108

Customer Service Manager Resume Examples & Samples

Improve customer service experience, create engaged customers & employees and facilitate organic growth
Take ownership of customers issues and follow problems through to resolution
Actively promote the Commercial & Residential Solutions Business Center Vision and set a clear mission; deploy strategies focused towards that mission
Organize and distribute the tasks, manage the resources, work to achieve the metrics
Keep accurate records and document customer service actions and meetings
Analyze statistics and compile accurate reports
Keep ahead of industry’s developments and apply best practices to areas of improvement
Contribute actively to create a common culture by promoting cohesion among all Supply Chain functional teams present in Cluj

109

Customer Service Manager Resume Examples & Samples

7+ years’ experience in Customer Service environment including supervisory experience is preferable
Fluent in spoken English/Cantonese/Putonghua
Good command of oral and written English
Comprehensive knowledge of compliance & security procedures

110

Customer Service Manager Resume Examples & Samples

Analyzing operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients
Developing customer service department procedures. Will act as a liaison between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries
Reviewing of warranty claims as well as developing and managing return materials authorization (RMA) processes to ensure customer returns, exchanges, service and repairs are done
Understand internal and external customer needs and develop these into strategy requirements
Develop and drive the vision, strategy and implementation plans for Operational Excellence in the responsible area
Maintain close and good relationships and cooperate closely with partners in PCMS Services, Businesses, Markets, and SVAL
Efficiently manage the RSC Repair Operational Budget & Cost Center
Work closely with supporting functions to develop process- and application-based approaches that improve efficiency and effectiveness of the Customer Repairs & Services Operation
Drive significant gains in employee morale, engagement, and talent growth
Create an atmosphere that energizes the workforce
BS in Engineering (electronic, mechanical), Operations Management or similar. Advanced degree (MS/MBA) highly preferred
Competency in customer service and repair. Familiarity with NA Market’s PCMS repair and testing processes, testing methodologies, and tools a plus
Proven Process Improvement experience in area like: LEAN, Six Sigma, Supply Chain Management and Change Management, Process Engineering, Project Management
Excellent communication, teamwork, and interpersonal skills
Change Agent with demonstrated project management experience – able to consistently meet deadlines and adapt to a complex and changing environment
Empowerment skills: Setting objectives, measuring success, skills training, process improvement
Proven track-record in customer orientation
Strong data analysis skills
Proven ability to think and plan strategically
Strong problem-solving skills – an energetic team member who will act with confidence and challenge the status quo. Ability to make needed difficult decisions that benefit customers, business and team
Demonstrated organization, facilitation, communication and presentation skills
Self Starter with a history of high performance. Ability to work individually and under minimal supervision. Positive Attitude
Willing to travel as needed (10%)

111

Customer Service Manager Resume Examples & Samples

Strong team leadership experience
Ability to work adjusted scheduled as needed
General office products (Word, Excel including experience creating basic spreadsheets)
Experience with performance reviews and employee scheduling

112

Customer Service Manager Resume Examples & Samples

Lead and manage Customer Service Representative (CSR) team to ensure departmental/company goals and objectives are met
Investigate customer’s problems and find solutions
Build and maintain strong, long-lasting customer relationships
Develop a trusted advisor relationship with customers
Ensure the timely and successful delivery of our solutions according to our customer’s needs and objectives
Communicate the progress of initiatives and escalations clearly to internal and external stakeholders
Hire and train CSRs
Handle major incidents that cannot be resolved by CSRs
Provide monthly business value reports and introduce new services to retain and grow top five and top twenty accounts
Compile and print records on overall customer satisfaction
Work with sales, IT specialists, warehouse supervisors, shipping and packaging specialists and inbound freight coordinators
Isolate and identify areas of improvement
Bachelor’s Degree or equivalent level of experience required
Excellent interpersonal, analytical, written and oral communication skills
Ability to work well in a dynamic, fast-changing environment that requires a high degree of multi-tasking with minimal supervision
Demonstrated record of understanding and meeting customer expectations
Proficient in Microsoft Office and Windows-based computer applications

113

Customer Service Manager Resume Examples & Samples

Minimum of 5 years in a CSM equivalent role or prior relevant Equinix experience
Embraces change
Technical aptitude and understanding of the technical service industry preferred
Adept at crafting concise and effective communications
Flexible attitude in accepting unique and non-standard solutions
Must be able to travel both domestically and internationally

114

Customer Service Manager Resume Examples & Samples

Directly supervises Supervisors(s). Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; and other associate issues as they arise
Foster employee engagement through communication, feedback, coaching and discussing career path opportunities
Provide management functions and controls to ensure that projects stay on course, on schedule and are completed in a timely, professional manner. This management role includes prioritization, scheduling, personnel assignment, progress monitoring and project reporting
Distribute information about company policies and procedures to associates. Represent Optum Rx management in issues dealing with enforcement of company policies and procedures, and the security and protection of SXC assets
Create a monthly staffing schedule, which ensures proper coverage of the Member Services Member and Pharmacy call center, determined by clients' needs, and statistics provided by the phone system reports
Conduct periodic meetings with account representatives to discuss any outstanding Member Services issues and prepare for any future plans or anticipated needs of clients
Develop employees skills, evaluate performance and provide feedback, and oversee resolution of employee relations issues. Provide coaching and mentoring to staff
Maintain a basic understanding of the phone system to not only ensure optimal performance of the Member Services Member and Pharmacy call center’s phone operation, but to also serve as a backup for elementary functions company wide
Coordinate training and preparation for associates seeking certification as a pharmacy technician
Ensure call center agents have appropriate tools and training to perform in order to maintain a high level of a quality customer service experience
Determine the workflow process and organizational structure of the Member Services team
Maintain knowledge of current technologies for Call Centers in order to develop an environment which will best serve our company as well as clients
Establish goals and standards by which the Member Services team operates
Develop and implement guidelines and procedures by which the Customer staff should operate
Assist team in trouble shooting problems
Investigate client or callers' concerns, and determine and execute the proper plan of action
Maintain and monitor departmental statistics in order to report the Call Center’s performance to clients
Monitor and rank service requests assigned to SXC as the client
Advise and lend assistance in the planning and coordination of projects assigned to team members

115

Customer Service Manager Resume Examples & Samples

Excellent ability to solve customer service issues and demonstrate passion for delivering a positive Customer experience
Developing and achieving performance goals and objectives in order to achieve customer promise expectations ensuring accuracy and quality
Hire, lead, and develop a team of ~20-25 associates. Responsible for the overall direction, coordination, motivation, and evaluation of the team
Carry out the supervisory responsibilities in accordance with Woot/Amazon policies and procedures. Additional responsibilities will include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; resolving conflicts, and managing risk for Amazon
The Manager must communicate policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken
Understanding and use of Customer Service and Company systems and understanding and control of department functions and procedures
Development, analysis and improvement of new strategies and procedures. The Manager will have the ability to develop, plan, and implement short- and long-range goals
Basic project development, management, and implementation at the site and network level
Bachelor's degree or 2 years of Amazon experience
Familiarity with general principles of workflow in an email center
Ability to be flexible in shift assignments and work areas, including nights and weekends
2+ years previous experience supervising a team in a customer service environment
Demonstrating Amazon Leadership Principles in current role
Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired
Subject Matter Expert in Woot/Amazon CS Systems, processes, and policies

116

Customer Service Manager Resume Examples & Samples

Leadership of Service Catalogue Services Teams ensuring cost effective, efficient and customer focused delivery of services
Operational management and accountability for Service Catalogue Management
Accountable for service, relationship and contractual compliance with the HR Services EU
To ensure processes relating to the Service Catalogue, and meet appropriate governance, legal risk, control and compliance
To influence design and support delivery/implementation of future projects
Accountable for project sign-off pre go-live
Provide strategic direction and leadership as part of the HR Services Vilnius leadership team
Extensive knowledge of the strategic direction of HR Services Lithuania and how the BAU operations service fits with the wider HR Services Europe and HR across the business
Proven skills in Stakeholder negotiations
High in integrity
Competent in the management of operations service delivery
First rate experience in leading and managing successful teams
Extensive experience in the management, development and motivation of people
Extensive knowledge of the end to end HR life cycle and the processes to support this service delivery
Expertise in the end to end management of high risk incidents
Excellent facilitation, negotiating and influencing skills
Effective and excellent presentations skills (including to large audiences and senior audiences) to ensure negotiation buy in on proposed initiatives
Comprehensive understanding of business strategy and an awareness of associated policies and Group HR strategies

117

Customer Service Manager Resume Examples & Samples

Directly manages mid to large sized customer service team
Inbound, outbound and escalated call management
Distributes work schedules and assigns open orders per business needs and service level agreements
Ensures timely and efficient order processing; EDI, fax and phone orders
Observes and evaluates performance of Customer Service Representatives
Interprets and communicates work procedures and company policies to staff
Provides training for new Customer Service Representatives
Assesses training and reference materials to reflect current processes on an ongoing basis
Oversees team meetings
Ensures smooth transition of product launches including collection of orders, shipping and invoicing
Partners proactively with team members, internal and external partners regarding orders and product availability
Works closely with Supply Chain daily to ensure appropriate daily inventory levels
Ensures timely closing of all orders (trade and samples) per Finance department timelines and customer requirements
Oversees the processing of all customer claims: damages, shortages or overages for Valeant customers, to include attending weekly meetings with Valeant’s 3rd party distribution centers to review processes and issues
Reviews and approves claims for processing, approving dollar amounts up to the manager threshold, as defined by Finance/AR
Ensures SOX compliance with order processing and credit procedures, and provide information and backup to auditors, as needed
Provides information to Finance and other internal partners, as needed
Compiles order and phone metrics
Responsible for creating and maintaining Customer Service Purchase Orders
Performs support functions and other duties and responsibilities as assigned
7 years customer service experience including processing customer orders accurately and efficiently
3 years Managerial experience in a Customer Service environment
Experience managing employee metrics and reporting
Strong knowledge of all customer service operations; order processing, invoicing, claim processing, call management and administration
Must have solid data entry skills
Excellent communication skills (verbal and written) and the ability to interact with all levels within a professional corporate environment
ERP systems experience is a must; prior experience with PeopleSoft is a plus
Working knowledge of Excel and basic accounting skills

118

Customer Service Manager Resume Examples & Samples

Promotes a professional culture that is both socially responsible and ethical
High School diploma or GED equivalency
Previous airport customer experience

119

Customer Service Manager Resume Examples & Samples

Lead a diverse team of Customer Service Representatives to ensure the highest level of customer service and satisfaction through prompt, courteous, and knowledgeable service
Promote an atmosphere of teamwork and collaboration and provide on-going support / coaching to staff to deliver peak performance
Manage customer service metrics reporting including oversight of the daily flow of orders
Work collaboratively with other functional business areas to identify growth opportunities and processes to improve the customer service experience
Foster close working relationships with the Sales Team in working to mutually manage customer expectations, and provide early warning when customer issues arise
Prepare and monitor budgets against expenses and make adjustments consistent with service objectives and company-wide business imperatives
Lead initiatives around providing input into strategic business planning and on-going review and analysis of programs and systems to ensure continuous improvement targets are achieved
Partner with HR in areas of staffing, performance management and workplace policies/procedures
Through strategic management and measurement of team performance, develop, plan and execute departmental improvements while simplifying processes
Bachelor’s degree in Business Administration and/or equivalent work experience
5+ years of experience in managing customer service/order processing operations
Demonstrated experience coaching and developing individuals with the ability to influence and motivate others
Strong leadership, communication, and interpersonal skills
Experience working in a fast-paced, constantly changing, high-pressure environment
Strong analytical and organizational skills
Excellent business planning, reporting and budget experience
Must be able to maintain a high degree of confidentiality and have the ability to manage sensitive information with discretion
Bilingualism (French) is considered an asset
Advanced knowledge of Microsoft Excel including manipulating formulas, v-look-ups, and pivot tables
Proficient in Microsoft PowerPoint, Word and Outlook
Experience using an ERP system in a customer service capacity (SAP and Oracle preferred)

120

Customer Service Manager Resume Examples & Samples

Recent and proven experience within a busy commercial customer service/ sales environment at customer relations management level
Have led and managed equivalent Inside Sales to achieve targets
Strong record of operating in a customer service environment and managing teams through performance
Demonstrated ability to analyse and manage sales data to create forecasts and proactively manage all stakeholders to match expectations
Demonstrated experience in demand driven business process execution
Strong track record of building and maintaining excellent relationships
Drive booking forecast for allocated area of responsibility and output to BU SIOP
To ensure that accurate processing of customer quotations, orders and order confirmations are satisfactorily managed, resolved and closed within agreed timescales
Direct and manage inside Sales Team to ensure that the Inside Sales function is adequately staffed and trained to deliver an efficient service to internal and external customers
Relentlessly drive and track performance against monthly, quarterly and annual sales plans for inside Sales Team
Oversee and drive sales of new and existing customers
Maximise growth by establishment and achievement of appropriate sales quotas and sales forecasts
Establish and report on metrics (including Customer Satisfaction) to measure and continuously improve performance of the inside sales and back office activities
Maintain and promote a successful and positive work environment; trains new hires and provides coaching and counselling to direct reports
To ensure that the Sales function operates effectively and that the functions’ activities are aligned to functional groups and IPTs
To represent the Customer Services function as an active member of the Senior Management Team

121

Customer Service Manager Resume Examples & Samples

Devise and implement clear Customer Services policies and procedures, in alignment with global CS management
Meet performance targets for speed, efficiency, professionalism and resolution of all customer enquiries. Monitor Customer Service standards ensuring the required level of service and communication is achieved
Manage the Customer Services team across, recruitment and selection, rotas, holding regular 1-2-1s and performance reviews, identifying training and development needs, managing disciplinary and grievance procedures, providing team quality control and ongoing team support and guidance
Be responsible for measuring and enhancing the employee engagement levels across the site. Promote and advocate quality achievement and performance improvement across the department and working on strategic priorities of the business that focus on scalability and team work-flow processes
Create and manage email system triggers, multilingual macros (8 Languages) and automation for team efficiency and data collection. Collect and compile data using daily/monthly operational reports and spreadsheets
Manage UK team post company integration, to work effectively as a unit, as well as synchronising their activities with our Global Customer Service team
Perform regular resource analysis and reviews of the EU CS organisation to ensure capacity needs are covered and the structure of the department allows for performance improvements
Monitor and deal with escalated Customer Service enquiries, complaints and negative feedback, analysing trends and putting solutions in place to stop recurring issues. As well as contribute decision making for levels of compensations
Must possess excellent communication skills for liaising and communicating with the Agents
Highly motivated and self-directed capable of multi-tasking and able to work with minimal supervision
Excellent written and spoken English
Excellent team work and excellent work ethic
Excellent analytical skills and ability to prioritise initiatives according to the needs of the business
Helps team to identify key goals and use their talents to achieve those goals; sees others’ potential and strength and works to build them
Takes time to observe behaviour – highlights performance strengths and weaknesses by giving factual, specific, non-judgemental feedback
Actively supports the team to go beyond their comfort levels – trying new techniques that may enhance success. Coaches for incremental, one-step-at-a-time improvements, offering praise and recognition as each step forward is made
Promotes organizational mission and goals and shows the way to achieve them
Influences team to act in support of ideas, programs, and causes while getting others excited about and committed to furthering the organization’s objectives
Team Management is a must!
Degree or skills and experiences to match
CRM Software
Power Point and Excel skills

122

Customer Service Manager Resume Examples & Samples

The operation is 24/7/365. The shift awarded could require working nights, weekends, and/or holidays as well as extended hours outside of the scheduled shift.
Must be willing to travel on company business if and when necessary
This position manages above-wing operation and often interacts with customers in the terminal. Must accept these working conditions
This position manages below-wing operation and will require being outside in the weather elements. Must accept these working conditions

123

Customer Service Manager Resume Examples & Samples

Manage the Customer Services function, primarily in regard to the eCommerce business with a wider perspective of the service we provide to customers across Orlebar Brown
Proactively deliver sales by implement customer services initiatives to drive conversion of new customer leads, repeat purchases, improve recency of purchases, and increase of average order spend
Design and deliver the strategy for recruiting and nurturing top performing customers
Line manage three Customer Services staff (Concierges), as well as developing a plan for additional staff members where required
Oversee and develop the key customer touch points of customer services, packaging, customer gifts, surveys, complaints. Work with the Retail business and warehouses where required to implement initiatives
Recommend, initiate and manage projects to improve service to customers across the business – this includes how service is provided within the OB retail network as well as online within our markets, predominantly the UK, US, French and German speaking regions, and Australia
Identify and build a relationship with the best OB customers, via the Concierge team
Champion the customer needs across the business, taking a customer centric view
Manage the concierge programme as a proactive means to reach out to customers and provide them with a more personal service. Propose and implement new ways to surprise and delight OB customers
Ensure that the online services for shipping and returns match the customer needs and wants internationally
Evaluate customer feedback and implement recommendations for continuous improvement
Manage all customer facing policies and guidelines, including returns policies and Ts & Cs
Act as an escalation point for all customer complaints where required
Strong experience in a customer services and operations environment, ideally for a luxury eCommerce brand
A good people manager, with proven experience in managing a Customer Services Team in a previous role
Highly personable, and able to build strong relationships with customers
Flexible and resourceful, and happy to solve problems as they arise in a growing business
Experience in both inbound and outbound customer services, building customer loyalty within a Retail environment
Aware/fluent in digital solutions that optimise our customer services

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Customer Service Manager Resume Examples & Samples

20% CUSTOMER SERVICE
Manages and contributes to definition of improvement projects and commitments requiring an extensive understanding of the customer needs and match the service and put up a procedure for medium-large team of customer service
Using specialized knowledge and extensive experience, provides guidance and feedback to help team identify areas of improvement and accurate records and brings innovative repenishement solitions to customers to improve sercice and reduce inventoriess in order to create efficient customer service and nurture an environment where they can excel thorugh encouragement and empowerment
Manages all aspects of customer service & for a regional or multi-country operation. For example

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Customer Service Manager Resume Examples & Samples

Manage a modern, fast paced 100-seat call center
Handle daily supervision and coaching
Hands-on involvement in all aspects of customer service
Develop managerial / leadership skills of team leads / representatives
Monitor, track and enforce departmental policies, procedures and goals
Review reports and take appropriate action

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Customer Service Manager Resume Examples & Samples

Adheres to all company policies and standard operating procedures
Other responsibilities may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals
Ability to compute rate, ratio and percent
Ability to determine the number of individual things in a unit or group
Ability to understand the meaning of written or printed matter and to record information by inscribing characters or symbols. The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions
The Associate is regularly required to walk or stand
The Associate must regularly lift and/or move up to 18kg (40lbs.)
The Associate will be required to perform tasks involving firm grasping
The Associate will occasionally be required to bend, twist or squat
The Associate will be involved in frequent repetitive hand actions
The Associate will be required to reach above shoulder height and below waist level
Job Title:* Customer Service Manager
Req ID:* 737400BR
Canada Walmart Division:* Retail Store Associates
Province:* Quebec
Canadian Cities:* Pointe Claire
Store Location:* Terrarium Shopping Centre :: 195 Boul. Hymus
Employment Type:* Temporary

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Customer Service Manager Resume Examples & Samples

Job Title:* Part Time Customer Service Manager
Req ID:* 742094BR
Canadian Cities:* Sudbury
Store Location:* Long Lake Road & Countryside Drive

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Customer Service Manager Resume Examples & Samples

Req ID:* 747381BR
Canadian Cities:* Windsor
Store Location:* Dougall Ave & Norfolk
Employment Type:* Hourly PT

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Customer Service Manager Resume Examples & Samples

Req ID:* 748938BR
Canadian Cities:* Temiskaming Shores
Store Location:* Highway 11 North

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Customer Service Manager Resume Examples & Samples

Req ID:* 756575BR
Canadian Cities:* Kemptville
Store Location:* Highway 416 & Highway 43

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Customer Service Manager Resume Examples & Samples

Req ID:* 756947BR
Province:* Saskatchewan
Canadian Cities:* North Battleford
Store Location:* Carlton Trail & Territorial Drive

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Customer Service Manager Resume Examples & Samples

Req ID:* 758972BR
Canadian Cities:* Georgetown
Store Location:* Highway 7 & Sinclair Avenue

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Customer Service Manager Resume Examples & Samples

Req ID:* 759442BR
Canadian Cities:* Owen Sound
Store Location:* 18Th Ave. East & 16Th St. East, (Hwy. 26)

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Customer Service Manager Resume Examples & Samples

Req ID:* 761167BR
Province:* British Columbia
Canadian Cities:* Salmon Arm
Store Location:* 2991A 10th Avenue (TCH) SW

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Customer Service Manager Resume Examples & Samples

Req ID:* 760973BR
Canadian Cities:* New Westminster
Store Location:* Uptown New West (6th and 6th)

136

Customer Service Manager Resume Examples & Samples

Req ID:* 759928BR
Canadian Cities:* St. Catharines
Store Location:* Welland Ave. And Bunting Road

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Customer Service Manager Resume Examples & Samples

Req ID:* 759824BR
Canadian Cities:* Barrhaven
Store Location:* Strandherd Dr. & Greenbank Rd

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Customer Service Manager Resume Examples & Samples

Req ID:* 762098BR
Canadian Cities:* Wasaga Beach
Store Location:* Highway 92 & Main Street

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Customer Service Manager Resume Examples & Samples

Req ID:* 761567BR
Canadian Cities:* Ottawa
Store Location:* Billings Bridge Plaza :: 2277 Riverside Dr

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Customer Service Manager Resume Examples & Samples

Req ID:* 762741BR
Canadian Cities:* Malton
Store Location:* Goreway Drive & Morning Star Drive

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Customer Service Manager Resume Examples & Samples

Req ID:* 763716BR
Canadian Cities:* Oshawa
Store Location:* Harmony Rd & Taunton Rd

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Customer Service Manager Resume Examples & Samples

Req ID:* 744105BR
Canadian Cities:* Vaughan
Store Location:* Jane St. & Highway 7

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Customer Service Manager Resume Examples & Samples

Req ID:* 754817BR
Province:* Alberta
Canadian Cities:* Calgary
Store Location:* Shawville Link Se & Shawville Blvd

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Customer Service Manager Resume Examples & Samples

University degree holder with business-related disciplines
5 years of work experience in life insurance/financial industry is essential
LOMA qualification and customer service experience preferred
Excellent writing skills and command of spoken English and Chinese
Analytical and strategic thinking with good financial judgment
Service excellence and achievement orientation
Energetic, innovative, self-motivated and collaborative
Strong PC literate in Word, Excel, PowerPoint and Chinese word processing

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Customer Service Manager Resume Examples & Samples

Provide hands on day to day leadership and support to the Customer Service team to enable them to effectively support customer requirements and demand
Drive sustained and ongoing improvement of core departmental KPI’s, to deliver ‘World Class’ service to both direct customers and distribution partners
Proactively support individual and team performance through the effective use of data and by providing timely and meaningful coaching and feedback
Facilitate team growth and development by proactively motivating and engaging the team to both progress within their roles and to prepare for future development opportunities
Identify and implement process improvements and countermeasures necessary to close any service delivery or people performance gaps
Ensure effective and accurate recording and maintenance of customer data within the CRM system (Salesforce)
Provide leadership for the planning, scheduling and delivery of field service activity, including ensuring re-active activity response times, whilst also ensuring that all pro-active preventative maintenance activities are fulfilled on time
Managing the credits process ensuring full compliance with corporate policy
Investigate, identify and implement corrective measures for assigned customer complaints
Liaise with the Manufacturing and Shipping teams to effectively manage workloads and customer expectations
Develop a deep and comprehensive knowledge of department processes and systems to encourage cross-functional working and to enable you to provide active support to the team during periods of peak activity
As required support and provide cover for the Head of Customer Service
A relevant degree / HND would be preferred but is not essential if able to demonstrate career based learning and growth
Experience of working within a process driven, manufacturing environment that supplies technical products, solutions or services through a global distributor network
Will have worked within a customer service team with leadership of an order processing and/or field service scheduling capacity
Experience of using a CRM system, preferably Salesforce.com
The ability to navigate global business and cultural practices whilst adhering to group standards and practices
The ability to prioritise in the face of conflicting demands, with the confidence to make decisions that ensure the best result for both internal and external customers
Can present complex or difficult messages clearly and persuasively to customers, partners, team, peers and company leadership
Can demonstrate the ability to work under pressure and manage simultaneous tasks / projects
Demonstrates a dynamic, flexible can-do approach

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Customer Service Manager Resume Examples & Samples

BA/BS degree or higher
Demonstrated history delivering results in cross functional environments- ability to drive organizational change using sound reasoning backed up by relevant data in a well prepared business briefing
Project Management Experience

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Customer Service Manager Resume Examples & Samples

Lead and support the Customer Service Team to maximize efficiency and effective delivery to customers – you will have two direct reports
Develop and enhance relationships with our partners in the wholesaler distribution chain
Manage and meet the needs of our external wholesale customers to ensure MSD meets their volume, quality and scheduled requirements
Identify and drive improvement in the Customer Service Process and relationships with existing partners
Project manage new initiatives that will launch in the next 12 months within the GHH business
Investigate all customer complaints and warranty problems

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Customer Service Manager Resume Examples & Samples

Develop, prepare and review reports for management
Collaborate with appropriate departments and managers to ensure customer satisfaction and alignment with policies, procedures, goals and objectives
Assist in the preparation of budgets and operate within budgeted expectations; identify and report on variances
Research and incorporate best practices into department operations
Bachelors degree in Healthcare
Customer service and call center experience with direct supervisory responsibility over others preferable in a healthcare of insurance environment

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Customer Service Manager Resume Examples & Samples

Daily supervision of customer service call center representatives and other call center staff as assigned
Participates in the recruitment and selection process of new hire and transferred call center staff
Provide timely and effective communication to the call center staff regarding all issues impacting the call center
Conduct formal monthly staff meetings with call center staff
Plan, coordinate, evaluate and monitor program service levels using the call management systems. Maintain acceptable service levels insuring that client expectations and contractual commitments are consistently achieved
Identify process improvements and take a lead role in communicating the needs and coordinating plans for implementation
Work with technical and telecom support to resolve telecom and technical issues affecting the call center program in a timely manner. Escalate unresolved issues to the appropriate party and Call Center Management
Resolve escalated issues involving participants or program guidelines and report to Program Management when appropriate
Work collectively with the CSU Reporting function to prepare special or one time reports, summaries or replies to inquires, selecting relevant information from a variety of sources such as reports, documents or correspondence
Monitoring and tracking of each call center employee’s weekly, monthly, quarterly productivity and quality metrics in a timely manner. Presenting and discussing performance with each employee on a monthly basis
Review Call Monitoring system data on regular basis and work with the Quality Assurance Department to insure that all call center representatives are receiving an appropriate number of monitors and all feedback questions and concerns are addressed
Proactively manage employee relation issues with call center staff. Prepare corrective action documents and present to employees in a timely and constructive manner, encouraging a positive outcome and resolution of the issue
Provide input on content of training materials and policy updates. Share process knowledge and program changes with QA and Training
Assess training needs of call center staff individually and as a whole. Make recommendations to Call Center Team Leader with appropriate follow through with Training Department and/or other departments as needed for training completion
Bachelors degree highly preferred
High volume call center experience preferred
Verint Call Monitoring software experience preferred
Ability to review and analyze processes and implement improvements to those processes
Creative / innovative thinking skills
Ability to be flexible and adapt to change within a fast pace environment

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Customer Service Manager Resume Examples & Samples

Associate's degree in computer science, project management, or related field preferred
5-15 years of management experience, preferrably in a similar field or environment
Experience working in IT support environment
Experience superivising professionals across multiple locations
Good interpersonal skills to communicate and work directly with customers and team members
Good organization and time management skills
Ability to maintain formal and informal networks
This position requires writing reports and communicating with various Subject Matter Experts and across technical disciplines
Active DOD Secret or higher level clearance preferred. Candidate must successfully pass DOD interim secret (if not already active) and TSA EOD prior to filling the position

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Customer Service Manager Resume Examples & Samples

Work closely and take direction from senior leadership and the commercial teams to optimize cost to serve and customer experience
Where directed liaise with third parties to optimize transportation costs whilst meeting the expectations of the customers
Work closely with the central transportation teams to ensure leveraged benefits are maintained
Monitor and report on agreed customer service and logistics KPIs and service initiatives to key business stakeholders. Provide ad hoc reporting to support specific issues or initiatives as required
Deliver order book activities in accordance with targeted customer service and delivery performance targets and manage resolution of escalated issues and conflicts
Provide regular insight to senior leadership into the order book and our delivery performance to include performance against sales targets
Deliver key customer service and logistics KPIs and service initiatives
Educated to degree level
Possess strong knowledge of international logistics, export regulations and associated documentation
Understand the key functions within the business and their importance on service performance to our customers
Good knowledge of order-to-cash and supply chain processes in an SAP environment and the linkages with supporting functions

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Customer Service Manager Resume Examples & Samples

Lead, the customer service team of 25+ across multiple locations (Lansdale, Lithia Springs, Phoenix), multiple levels (Supervisors and leads) and multiple disciplines (Front/Back Office)
Responsible for recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
Engage in special projects as assigned with a high level focus on the customer experience
Develop and implement strategies to shift from reactive to proactive customer interaction
Lead the day-to-day operations of the customer service team including order entry, RMA’s and Credits, and Customer Care
Develop strong partnerships and interfaces with other departments through written and verbal communications to resolve all customer situations
Ensure that ambitious performance metrics goals are met to provide a positive experience for all customers
Responds to customer requests for price quotations, purchase orders, order changes, adjustments, and cancellations directly from customers. Achieves and maintains rapport with customers and works to give them the best possible service
Monitor and follow up on current and past due orders to provide accurate and timely responses to the customers
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Maintains records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in SalesForce.Com
7 to 10 years prior experience in high velocity Customer Service or sales support role or a minimum of 10 years related experience with a high school diploma. Experience with related products is helpful but not required to perform the essential responsibilities of the position. In addition the successful candidate must be highly organized and detail oriented an active communicator and processes the ability to take initiative and work independently while maintaining a high degree of self-motivation. Thinking proactively and finding opportunities to improve customer service and create greater efficiencies are essential traits for this position. The individual must have excellent verbal and written communication skills as well as excellent interpersonal skills. The candidate must have computer experience with Microsoft Office including Word, Excel, and Outlook. SAP/JDE experience preferred but not required. Also able to navigate the internet for online based data and tech support. Telephone and organizational skills as well as ability to handle high stress situations are necessary. The individual must also be capable of dealing with highly confidential information, especially when dealing with customer pricing

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Customer Service Manager Resume Examples & Samples

Plan and direct warranty activities of the Customer Service Technicians, Customer Service Assistants and other staff as assigned
Develop and maintain updated Customer Service department policies and procedures and Homeowner's Manual
Supervise and coordinate Customer Service Technicians service/warranty activities to ensure delivery of quality products to customers
Responsible for designing and implementing improved processes and operational policies
Recommend changes to products or services to fulfill customer needs
Total involvement with training, communication and development of all Customer Service personnel
Review and manage Customer Service assignments and offer preliminary guidance as needed to properly prepare the Customer Service Technicians for working each claim
Generate reports to manage the current number of “outstanding” and “completed” warranty service requests per community, per Customer Service Technicians
Meet with homeowners and/or subcontractors to resolve escalated warranty disputes/issues
Bachelor's degree (B. A.) from four-year College or university; or five to seven years related experience and/or training; or equivalent combination of education and experience
Must have a vehicle, a valid driver's license, and be willing to travel

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Customer Service Manager Resume Examples & Samples

A thorough understanding of FLIFO/weather, crew assignment and Air Traffic Control procedures is preferred
Must have excellent verbal communication skills and the ability to take charge in trying circumstances
Must have the ability to make quick decisions on a minute’s notice and work well under pressure
Must be able to secure appropriate airport authority and/or us customs security badges, if applicable

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Customer Service Manager Resume Examples & Samples

Bachelors degree from an accredited institution
Minimum 7 years of sales, marketing, and/or customer service experience in a manufacturing environment
This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status
Training/mentoring, negotiation, and interpersonal skills are necessary
Strong organization, communication and presentation skills
The ability to effectively supervise and develop others as well as interact with all levels across the organization, business unit functions and customer representatives; effective in a matrix environment
Ability to travel including internationally
Advanced Microsoft Excel capabilities including effective use of Pivot Tables, formulas and charts to analyze and communicate information
Bachelor's degree in Business Administration, Marketing, or Finance from an accredited institution
Aerospace, industrial gas turbine, defense or related industry experience preferred
Understands basic commercial, accounting and financial principles

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Customer Service Manager Resume Examples & Samples

Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer service standards; supplying information and analysis to organizational plans and reviews
Develops our call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementation
Maintains and improves our call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; handling system and process improvement and quality assurance programs; installing upgrades
Meets call center financial objectives by estimating requirements; participating in preparation of the annual budget; scheduling expenditures; analyzing variances, initiating corrective action
Maintains equipment by evaluating and installing equipment with the help of the IT department, developing preventative maintenance programs, calling for repairs, evaluating and implementing upgrades
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending education workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to make valuable contributions to job accomplishments
Leading and directing a staff of approximately 35 Customer Service Advisors
Motivating and educating our staff to deliver on departmental customer satisfaction results and performance goals
Developing continuous improvement plans and processes for interacting with our customers to improve their experience
Participating in the development and enhancement of general processes and/or coaching procedures that will support company service, productivity and revenue generation goals
Interacting with internal departments to ensure our customers’ and employees’ needs are met
Developing, supporting and mentoring your team members through the use of call monitors, team huddles, and monthly employee development plans, ensuring the feedback provided through these tools is accurate, complete, professional, timely, and provides the feedback and guidance necessary to ensure your team members meet their goals
Recognizing, rewarding, and celebrating the successes and accomplishments of your team members through the appropriate channels; and successfully fielding and finding resolution to customer critical issues
Strong people and process management experience
Experience in an insurance office setting helpful
Licensed in P&C and A&H insurance

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Customer Service Manager Resume Examples & Samples

Serves as the Customer Service Manager which involves conducting morning huddles and weekly staff meetings
Models leadership effectiveness by sharing best practices and recognition of team members on a weekly basis
Oversees the branch Risk Management Review process and ensures dual control procedures are followed
Performs research and problem-resolution for customers as issues arise
Incumbent is required to comply with all applicable federal, state, and local banking and industry related laws and regulations including but not limited to the Bank Secrecy Act
College Degree or equivalent experience
Minimum of 3 to 5 years of cash handling and customer service experience
Banking office operations and functions

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Customer Service Manager Resume Examples & Samples

Accountable for the overall management of the Customer Service team; This includes selection, on-boarding, training & development, performance management, salary recommendations, employee relations, demonstrating leadership and modeling coaching behaviors
Administers company’s policies and procedures as they relate to Inside Sales, Order Entry, Customer Service, Warranty and Returns
Establishes relationships and communicate with customers at various levels
Maintains appropriate coverage and support to service our Customers and exceed their expectations
Develops and executes outbound call projects to contribute to team sales goals
Provides senior management with regular reports on status of performance and projects
Motivates the customer service and inside sales team to work effectively and efficiently, creating standardization within the team and sharing best practices across teams
Sets department targets and goals and be responsible to meet or exceed these goals
Interacts with several departments such as: Logistics, SIOP, IT, Purchasing, Accounting, Operations and Sales to ensure all orders can be shipped on time and complete
Leads initiatives to cultivate the growth and development of the Customer Service team through strategic planning and superior Customer Service
Ensures ongoing Sarbanes Oxley (SOX) compliance
Follows all Company related safety/environmental rules and regulations
Act as focal point for customer communications through customer service personnel, order management, order-fulfillment, back-order discrepancies, customer complaints, understanding business priorities
Anticipates reactions of people to change in systems and business plans and plans accordingly
Recognizes own/teams reactions to change process
Identifies early successes to maintain momentum; implements communication plan
Extensive knowledge of Customer Service concepts and best practices
Ability to foster a common vision which supports the organizations goals; perseverance necessary to focus on, and achieve long-term objectives; capability to orchestrate continuous change
Demonstrated ability to understand complex business issues and to provide appropriate, effective, technical solutions
Anticipates Customer needs accurately by leveraging the voice of the Customer
Quickly establishes and maintains creditability with customers
Proven success in building and leading teams, collaborating cross-functionally and managing diverse thinking
A minimum of 5-7 years’ experience of related experience

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Customer Service Manager Resume Examples & Samples

Five (5) to Seven (7) years’ of Customer Service Management experience
Bachelor's Degree Preferred
Business Knowledge: Extensive knowledge of Customer Service concepts and best practices
Account Management: Manages customer expectations: Act as focal point for customer communications through customer service personnel, order management, order-fulfillment, back-order discrepancies, customer complaints, understanding business priorities
Change Management: anticipates reactions of people to change in systems and business plans and plans accordingly. Recognizes own/teams reactions to change process; identifies early successes to maintain momentum; implements communication plan
Leadership: Ability to foster a common vision which supports the organizations goals; perseverance necessary to focus on, and achieve long-term objectives; capability to orchestrate continuous change
Problem Solving: Demonstrated ability to understand complex business issues and to provide appropriate, effective, technical solutions
Customer Focus: Anticipates Customer needs accurately by leveraging the voice of the Customer. Quickly establishes and maintains creditability with customers
Team Commitment: Proven success in building and leading teams, collaborating cross-functionally and managing diverse thinking
Based in Stockton, CA but ability to travel 30% to North Platte

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Customer Service Manager Resume Examples & Samples

HNC/Degree in engineering
Technical sales experience
Understanding and experience of rotating equipment products and process control industries
Strong knowledge of engineering principles and practices
Strong interpersonal, communications skills and outstanding ability to develop relationship with others

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Customer Service Manager Resume Examples & Samples

Implement programs and services to residents and prospective residents of an assigned community to contribute to AVB’s annual business goals
Communicate with residents to ensure residents are knowledgeable regarding community’s services, operating procedures and issues/events
Respond to inquiries and requests from prospective residents
Respond to resident requests and work with residents to minimize/resolve problems and complaints. Follow through to ensure issue is resolved
Coordinate resident service issues with appropriate community staff such as maintenance, concierge, leasing, and management and ensure resident issues are resolved in a timely manner
Assists in the development, implementation and monitoring of programs to maximize revenue, control expense, improve customer satisfaction and manage on-site personnel
Implement or direct the implementation of all applicable AVB policies and procedures
Ensure compliance with all federal, state and local laws, specifically Fair Housing regulations

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Customer Service Manager Resume Examples & Samples

Understand customer contracts and commitments
Conduct formal initiation of new programs and projects to ensure all relevant stakeholders within Ciena and the customer understand and take ownership for the deliverables required by the agreed commercial terms
Develop and maintain key customer contacts, including at a senior level
The successful delivery of program and other services deliverables to assigned customer base, utilizing resources across multiple functional teams
Develop project and resource plans to address program requirements
Establish and maintain risk, issue and change control regimes
Formation and Management of cross functional virtual teams, to address program requirements
Subcontractor and service partner management and direction
Facilitate frequent review meetings between relevant customer operational groups and corporate groups
Close projects to satisfactorily meet customer deliverables and Ciena fiscal requirements
Lead review of lessons learned to foster a culture for continual improvement
Initiate, track and monitor ongoing maintenance and support services
Act as a key technical interface to the customer and the Territory Service Manager (TSM)
Develop and track metrics related to our product or service performance with the customer in relation to contractual KPI commitments
Review technical SOW’s as developed by the SE’s as appropriate to the customer’s needs and project requirements
Actively track program revenue streams and contribute to the ongoing development of new revenue opportunities, both product and service
Negotiate and close service contracts with customers, with particular focus on ensuring comprehensive SOW’s and strong P&L’s are in place – ensure timely Maintenance and Service contract renewals
Document and communicate customer needs, project status, exceptions and resolutions
Identify key service sales opportunities arising from customer engagements
Innovative and "out of the box" thinking to provide solutions where the cost of services is too high or where service requirement goes beyond our standard service portfolio
Strong organizational and interpersonal skills - proven ability to work with and lead team efforts
Superior customer interface skills and ability to work with all levels of customer management
Strong Program Management skills - demonstrated ability to work to tight schedules and in keeping projects on schedule and assuring all relevant parties are informed on progress or issues
Proven experience in successfully working in a customer facing role
Capable to negotiate with the customer, internal resource owners and external resources suppliers
Solid understanding of Ciena’s products and technologies
Self-starter, capable of “owning” areas of responsibility and understands how and when to effectively engage senior management on issues
Strong Leader, with proven ability to manage large multi-disciplined teams
History of working in a matrix management environment with success in motivating resources without direct reporting relationships
Experience in telecoms engineering, program/project management and/or customer service
BEng in Engineering or an equivalent qualification in a related field such as project management, computer science and/or business preferred
Formal accreditation in program or project management preferred e.g. PMI, Prince2 or equivalent

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Customer Service Manager Resume Examples & Samples

Excellent communication skills – able to deal with people at all levels, good written communication and confident telephone manner. Foreign languages are beneficial, but not essential
Confident, able to work with minimum supervision to strict deadlines and remain calm under pressure
Extremely organised - able to multi-task, work on multiple events at the same time
Applicants should have a minimum of one year’s experience in customer services
Show initiative and be proactive to ensure quick and effective problem solving
IT skills – Experience working with Salesforce is highly beneficial, Advanced Word and Excel, Typing to at least 50wpm
Highly numerate – invoicing, budgets (including multi-currency events) and credit control
Proactive approach, willingness to show initiative and accept responsibility
Flexibility to travel internationally to deliver customer service onsite (3-4 trips per year)

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Customer Service Manager Resume Examples & Samples

Managing all queries, compliments and complaints across the retail stores and website, to quality standards, and proactively feeding back to the business via the Directors’ and Heads of call listening sessions. To drive out issue root causes and to resolve across the brand
Defining quality standards and the consistent implementation of these. Revision of processes
Creation of feasibility studies into new initiatives to drive forward business: e.g. call listening software, live chat, integration of contact centre to CRM programme, Omni-channel involvement with key initiatives to drive revenue and customer experience, introduction of splash screens, customer self-serve content and functionality
Working collaboratively with teams where strong customer service engagement is required
Taking key customer themes, trending volumes to drive continuous business change and to enhance the Whistles offering, both online and in-store. Organising measures of success and reporting these back to the brand
Managing a team of four motivated CSRs, and organising shift patterns (including evenings, weekends, bank holidays), in line with contact time data
Organising and delivering training sessions to the brand on overcoming key customer obstacles, both at HQ and in-store
Monitoring key feedback from the website Net Promoter Score survey and from product reviews. Feeding back to Product teams for action
Experience of managing customer service agents, ideally within a high end fashion brand environment
Experience of driving high quality customer care across telephones, email, live chat and to be able to drive and monitor quality-enhancing initiatives
Experience of driving commercial measures within a contact centre environment, e.g. cost per contact, contacts per order. Able to formulate data-driven business cases to drive forward customer service at Whistles
Experience of running cross-functional teams and projects with demonstrable results
Strong attention to detail and analytical skills. Process-driven and numerate
Can do, will do attitude and a drive to achieve with a flexible approach
Passionate about customer experience and continuous improvement
Empathic approach to customer service and to interpersonal relationships to drive internal change
Unafraid to get sleeves rolled up where required!

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Customer Service Manager Resume Examples & Samples

Conducts continuing analysis of agency customer and contractor services, establishes measurable performance expectations and takes corrective action to meet changing needs and when needed improve practices/systems to meet established performance standards
Consults with respective program division management on customer relations issues, creates and implements changes to agency procedures to enhance access to agency services and provide uniform levels of service and consistent responses to customer and contractor issues
Plans and directs the work activities, schedules and allocates resources to meet the various peak sales periods throughout the year and reviews work for compliance with agency policy, performance standards of quality and production for each unit and individual
Coordinates customer service and Contractor training expectations and delivery which will include the implementation of new initiatives (legislation, new products, and new sales channels) often requiring coordination among DFW programs and other agencies and the retail dealer network
Three (3) years of supervisory or management experience in a statewide or regional capacity responsible for customer relations/service environment
Two (2) years of experience developing, implementing and utilizing performance/outcome measures to optimize resources, customer service and profit objectives
A Bachelor's Degree in Sales, Marketing, Advertising, Public Affairs, or Business Administration
Five (5) years experience managing a customer service work unit
Experience and knowledge of private sector call center management systems
Sales and marketing experience
A cover letter of no more than two (2) pages in length, describing how you meet the qualifications of this position (generic cover letters will not be accepted)
Three (3) professional references (personal references do not count as professional references)

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Customer Service Manager Resume Examples & Samples

Supervise and manage the customer service department as well as provide sales reports for Marketing department
Work with Production and Marketing departments to assure we have a marketing plan for our production. Provide oversight internally and externally when inventory is constrained and maintain shipping schedules that allow for full production while achieving financial objectives
Investigate and handle issues related to customer forecasts, orders and shipping schedules
Available to handle customer issues 7 days per week, 365 days per year, by company cell phone or email to field questions from customers, truck drivers, loading personnel, administrative and operations management, and other plant personnel
Aware of new DOT regulations through training to stay legal on shipping trucks and railcars
Maintain customer contract files to meet internal and external audit requirements
Work with Operations Management to manage the process of updating the plant’s production and terminal inventory, including inventory level thresholds, production, transfers, loading, and other shipping activity
Provide information on shipping statistics and maps to the accounting department and plant management for purposes of reporting, presentations, and decision-making
Lead or heavily involved with internal projects (including implementations) related to Oracle, Fuel Facs, Excel, or other software
Handle Oracle and software issues appropriately, either through question/answer conversations with users who are experiencing issues or communicating with corporate IT
Research possible software solutions to improve customer service and marketing information. Test solutions prior to forwarding to IT, developing step-by-step instructions for implementation
Set up and maintain Oracle-related and other reports needed for marketing, financial reporting, analysis, and other reports as deemed necessary
Assist customer service personnel and management in the performance of their duties as requested
Minimum of 7 years of experience in customer service, marketing or information systems
Must have strong skills in marketing, communication, organization, accounting, and information technology
Effective presentation skills
Proficiency with Excel, Word, Power Point, Access and Crystal reports
Strong skill set in compliance and internal controls
Proficient knowledge of accounting and finance
Strong interpersonal, client-oriented service skills
Competencies in strategy development, planning and organization, problem solving and vendor or management

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Customer Service Manager Resume Examples & Samples

Support Customers to reach their goals through understanding Customers’ business needs and provide solutions that are suitable and feasible within their overall strategy and business environment
Manage Customer Service field staff and delivery processes
Provide field staff with the necessary coaching and mentoring
Comply with service escalation procedures, ensuring that all Customer requests, complaints and comments are actioned
Participate in the alignment of the strategic objectives of Healthineers and supporting the delivery of the objectives
Delivering engineering services via your team through efficient planning and resource management and work towards Key Service Metrics
Maintain personal knowledge of safety instructions and operational procedures
Improve and continue the level of knowledge to ensure competence
Have exceptional customer service skills with a genuine interest in providing high levels of service
Relevant Engineering qualification or experience is preferred
Post graduate qualifications in business/management is highly desirable
Experience in a similar role would be highly regarded
Proven extensive experience in managing multiple teams is a must
Experience in meeting service KPIs and ensuring contract profitability
Proven track record of strong initiative, be an analytical thinker with a concern for standards and ability to prioritise work is highly regarded
Ability to work with complex matrices
Be a clear communicator and have excellent problem solving skills

168

Customer Service Manager Resume Examples & Samples

60% Oversee the Customer Service Function leading the customer facing Channel and Strategic Customer leads within Customer Service that distinguishes the customer experience based on our segmentation through all aspects of the daily customer order management – maintenance, fulfillment, customer solutions, incident tracking and resolution. Manages the CSR Support Team where execution of sample requests, investigating service complaints, customer & product setup, approving trade promotions, etc. occurs
20% Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change
10% Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
10% Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; determining root cause and corrective action, implementing changes
Minimum 8+ years of supervisory experience
Demonstrated ability to lead, coach, and develop people
Effective communication skills at all levels of the organization
Demonstrated experience participating and leading change efforts and promote a culture of employee engagement
Demonstrated track record in taking initiative, effectively navigating ambiguity, and handling multiple priorities simultaneously
Conflict management and resolution skills
Experience running a large customer service organization
Experience activating technology based solutions within a customer service organization

169

Customer Service Manager Resume Examples & Samples

Operation is 24/7/365. The shift awarded could require working nights, weekends, and/or holidays as well as extended hours outside of the scheduled shift. Must accept these working conditions
This position manages the below-wing operation and will require working outside a majority of the time regardless of the weather elements. Must accept these working conditions
This job is subject to Department of Transportation (DOT) drug and alcohol testing. Your previous employers will be contacted to verify if you had any DOT drug violations and/or refusals to test for drugs or alcohol in the previous two year period. Your DOT required urine specimen will be tested for the following substances: Cocaine, Marijuana, PCP, Amphetamines and Opiates

170

Customer Service Manager Resume Examples & Samples

Hungary: direct deliveries and invoicing to the final customers
Czech and Slovakia: direct deliveries and invoicing to the final customers
Croatia and Slovenia: distributor markets, delivery and invoicing to the local distributors, one person based in Ljubljana
Bosnia, Serbia, Montenegro, Kosovo, Bulgaria: distributor markets, delivery and invoicing to the local distributors, one person based in Ljubljana. Not part of CEE business, providing CS services for the SEE business unit

171

Customer Service Manager Resume Examples & Samples

Lead, manage and develop a world class customer services team responsible for handling customer enquiries, quotes, orders & product support services in a multi-channel environment
Drive an environment of high performance and continuous improvement
Ensure that all transactions are handled in accordance with defined procedures and standards
Cultivate a one team environment where all resources are utilized across the department for the benefit of the customer
Monitor the effectiveness of all Customer Service activities through the use of metrics and analytics
Analyse customer feedback through the corporate CAS framework and ensure root cause analysis is carried out and improvements made
Ensure department objectives are achieved in order to deliver a world class customer experience
Be a key part of the European Customer Service leadership team ensuring all process developments and key learning’s are shared with the wider team and that any changes are made locally but with a European view
Manage expense budgets associated with the department, maintain expenditure inside agreed AOP or forecast levels
Develop and foster effective customer relationships, internally and externally, to maximize opportunities and deliver business revenue and profitability
Build strong stakeholder relationships across the business to maximize the potential of our business to provide excellent Customer Service
Ideally a degree in business or other relevant area
Solid experience from leading and managing people including coaching and development
Experienced of making strong decisions in a fast paced environment
Successful leadership of a multi-channel customer service environment
Practiced in resource management and planning with strong commercial acumen
Natural relationship builder
Experience in Six sigma or lean methodology a bonus
Fluent in Swedish and strong English skills. A big plus if you can also speak an additional European language particularly from the Nordic region
Happy to travel across Europe to attend customer visits, exhibitions and sales meetings
Clean driving license

172

Customer Service Manager Resume Examples & Samples

Proven experience of managing a Customer Service/Call Centre team is essential
Ability to communicate at all levels using appropriate approach i.e. informal influencing skills through to formalised communication strategies
Experience of working in Order to Cash processes and Supply Chain is essential
Proven ability to lead, manage and motivate staff – demonstrates an understanding of the value of empowerment and delegation
Evidence of managing diverse teams remotely essential
High degree of customer focus; an exemplar for the organisation
Ability to manage complexity to include proactive approach to problem solving e.g. root cause analysis and re-engineering where appropriate
Decision making skills – strategic level
Educated to degree or equivalent (preferred not essential)
Demonstrates J&J Global Leadership Profile Attributes

173

Customer Service Manager Resume Examples & Samples

Responsible for the day to day management of the Aftercare Team, planning, prioritising and organising the team workloads on a daily basis
To be responsible for ensuring defects are attended to in accordance with agreed service levels. Where necessary agreeing a strategy for any works with the customer & meeting any contractual obligations, managing customer expectations at all times
Deliver needs of the business within the allocated Aftercare budget
Promote B to B client interface & develop relationships
To promote a culture of cost control / recovery and adherence to contra charge procedures
To be an ambassador on behalf of Kier Living and attend appropriate corporate and handover events
Develop new ideas to improve quality and the After Sales service
Conduct Handovers, Demonstrations, 12 month defects inspections when required, specify remedial works, & oversee deployment / completion of works
Work with on-site construction team prior to handover to become familiar with all projects leading up to Practical Completion
Prepare and submit reports required by the BU
Maintain accurate audit trails and ensure documentation is filed in an organised manner
Assess performance and work quality of subcontractors and report to SMT on findings
Obtain & maintain satisfaction results in access of 90% both on open market (HBF 5 Star Status) & contracting projects (internal surveys)
Ensuring compliance at all times with Kier SHE requirements
Demonstrate a sound knowledge of house building & problem solving
Able to demonstrate first class IT skills
Able to co-ordinate complicated work programmes

174

Customer Service Manager Resume Examples & Samples

Set up a high quality Customer Service Standard with local relevance for Great China Region
Communication skills that allow to inform, help and advise customers clearly and to liaise effectively with other professionals
Listening skills, to understand exactly what customers require
Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
Motivational skills and an ability to supervise and lead a customer service team
Creative thinking, to be able to come up with new ideas to improve customer service standards
An ability to work well under pressure
Good Chinese & English calligraphy
A professional and decent voice manner
Experience/good knowledge on contact center operation is preferred
Strong client facing + communication skills, both verbally and in written
Proficient in MS office suite (Word, Excel, PowerPoint) software
Advanced trouble shooting and multi tasks skills
Bachelor’s degree in business
Proficient in MS office suite (Word, Excel, PowerPoint, Access) software

175

Customer Service Manager Resume Examples & Samples

Experience managing a small team within a call center including performance evaluations, hiring and firing
Comfortable and experienced dealing with escalations
Healthcare/Medical Experience
Call Center Management experience

176

Customer Service Manager Resume Examples & Samples

High school graduate or equivalent (GED), Associates degree preferred
1 to 3 years applicable customer service work experience
Minimum of 1 year prior experience supervising 5 or more individuals
Experience working in a Windows environment; utilizing on-line reporting tools and e-mail
Results oriented; demonstrated ability to make informed decisions, complete tasks and problem solve
Ability to assume a leadership role in a supervisory capacity
Moderate physical effort required; standing and walking will constitute 95% or more of a work shift
Use of equipment to include but not limited to, reading from a visual monitor, operating a computer keyboard and calculator

177

Customer Service Manager Resume Examples & Samples

Develop and implement customer service policies and procedures
Investigate and solve higher level customer problems
Provide advice and assistance to staff and customers regarding products and services of the organization
Participate in educational opportunities internally and externally, to enhance knowledge of product
Coordinate with other internal departments to ensure continuous flow of orders
Foster and maintain a positive team work environment that reflects Oldcastle’s commitment to 100% customer satisfaction
Manage employees by communicating job expectations, coaching, counseling, reviewing, and enforcing policies and procedures
Train newly hired CSRs as well as provide ongoing development and product training to current CSR team
Be able to provide sales statistics to other members of sales force and management team to formulate policy in promoting sales
Regular and predictable attendance, safely performing tasks and adherence to all safety policies and procedures are essential functions of the job

178

Customer Service Manager Resume Examples & Samples

Ensure that superior customer service levels are achieved through daily liaison with the LSP’s ensuring that any service level issues are pro-actively communicated and promptly resolved
Monthly preparation of accruals and reporting of Opex and variance analysis presented to Head of CS&L
Attendance at Customer Service Review meetings and identify opportunities to enhance service levels
Set and monitor performance and development objectives of the team as part of the PDP process, ensuring that such objectives support functional and business strategy. Enhance and build capability within the team
To ensure the successful execution of NPD launches and promotions through working collaboratively with the sales and Marketing teams

179

Customer Service Manager Resume Examples & Samples

Build relationships with key people and stakeholders across the business and gain their trust and establish credibility in leading transformation and improvements in the area of Customer Service performance
Build effective Operational relationships establishing a clear point of contact for achieving improvements, ongoing service and collaborative development of end to end Customer Service initiatives
Communicate effectively across the business utilising all communications medium available
Work with Operational teams and Branch teams, to manage PDH performance in relation to deliveries, returns and waste collection and assist in the implementation of operational initiatives
Measure PDH Service Performance and analyse and report on weekly, monthly and quarterly
Using PDH Performance Data work with key stakeholders in order to agree and drive forward ongoing and fluid action plans to resolve compliance issues
To manage the PDH customer services call centre and engage and motivate the team to ensure the best possible performance
Accountable for project management within this area
Identify opportunities for improvement within the wider Supply Chain / Distribution arena, to deliver required objectives of cost-saving, efficiencies and product or service improvement
Provide a Support Role to the Director of Primary Distribution in all areas of the business by providing senior leadership within the function, not restricted to the specific area of responsibility
To manage and lead PDH external Customer Service Representation and deliver responsive, professional and pro-active customer service
Work with 3rd party logistics provider, Operational teams and Branch teams, to develop, promote and engage in ‘Delivering Safely’ through Primary Distribution, embracing ‘Stay Safe’ Group Health and Safety culture

180

Customer Service Manager Resume Examples & Samples

Monitor activities of the customer account and quality assurance teams as follows
Be responsive to budgetary guidelines in monitoring all expenditures and costs as it pertains to customer and/or administration at site location. Be prepared to enforce with all colleagues and/or direct reports
Customer claim processing, reporting, and procedure compliance facilitation. Partner with Facility Manager to determine best process for resolving claim. This may include implementing new procedures that will serve as “check and balance” to eliminate further claims
Support to Facility Manager and Operations Manager

181

Customer Service Manager Resume Examples & Samples

Manage the implementation of Unilever’s Supply Chain initiatives, including new technologies and capabilities, evolving terms-of-sale programs and pilot relationships
Champion customers’ key supply chain initiatives back to the business to improve mutual efficiencies and costs and provide new ideas or approaches to improve On-Shelf Availability (OSA/Perfect Store)
Promptly respond to customer complaints and issues to optimize customer satisfaction
Develop and maintain a strong link with Customer Development Director and Vice President for the sector. Collaborate and partner with Customer Development teams to drive growth for the customer and for Unilever
Manage PDP process for Event Supply Planners and Customer Supply Chain Analyst
Logistics / Operations / Manufacturing / Customer Service focused
3+ years as a manager or leadership position including responsibilities for the oversight of a team

182

Customer Service Manager Resume Examples & Samples

Ensure that complex complaints are dealt with effectively and efficiently
Proven, relevant experience in a similar role would be ideal, as is a passion for delivering excellent levels of customer service
Able to question complex information to identify cause and effect and deliver attractive solutions
Possess the ability to maintain high performance in a pressured environment
Confident in producing a high level of written communication along with exceptional interpersonal, communication and negotiating skills

183

Customer Service Manager Resume Examples & Samples

This position requires managing above-wing and below-wing operations, interacting with customers in the terminal and being visibile outside regardless of the weather elements
The selected candidate will reside and support the Maui station but must be willing to assist at any of the other stations on various Islands when necessary. Must be willing to support all of the Islands
Must have a current and unexpired Driver’s License
Willing to take a pre-employment drug screening test and undergo comprehensive background and/or fingerprint checks to satisfy security requirements, if applicable

184

Customer Service Manager Resume Examples & Samples

Degree Qualified
Demonstrated people leader capabilities to manage, motivate, and influence work and team behaviors
In-depth knowledge of planning and analysis; solution driven approach to system and process; advanced computer literacy (Excel, Access, PowerPoint, Outlook, Word). Unix, Perl and/ or Oracle/ SQL desirable
Ability to organise, manage, and communicate across position levels and functions
Goal driven, target orientated, able to step back and look at the bigger picture; the person will also be able to manage ambiguity with their sleeves rolled up, and possess a preparedness to get involved
Demonstrate a strong track record of problem solving and very strong analytical skill capability as he/ she will is required to look at and find solutions for a variety of operations problems. Look at the difficulty – and fix it. Good timely decisions will need to be made on a regular basis
High dependability – be there to manage team/ Flexibility- flexible on weekend & evening shifts
Possesses intellectual curiosity; brings insight into the team/ business, especially in a multicultural and multi-location environment
Quality of work- Consistently provides the highest quality service. Completes work accurately. Pays attention to detail
SQL and other analytical experience preferred

185

Customer Service Manager Resume Examples & Samples

Leads a Customer Service team that provides an exceptional level of service to all customers and that fosters customer satisfaction and positions the Service Center to grow and retain customers
Interviews, hires and terminates staff as needed
Sets clear and realistic expectations and provides the necessary tools and resources required to achieve expectations
Partners with Director of Operations and other leadership to assess the quality of customer interactions throughout the Service Center
Provides orientation and on-the-job training for new Customer Service Specialists and cross-training on all CSS duties
Manages Customer Service staffing based on business needs
Directs and assigns the daily, weekly, monthly Customer Service tasks ensuring timely execution to include a high level of accuracy upon completion
Handles all escalated customer complaints
Fosters and leads a positive team environment
Serves as liaison between customer service team, management team and corporate partners
Ensures all customer interactions are consistently and accurately maintained in the system

186

Customer Service Manager Resume Examples & Samples

Providing leadership and management to the Customer Service teams in Italy, including Customer Care for all sales divisions, kit booking and Technical Customer Service
Develop and implement the appropriate Customer Service strategy for the Italian region. This will require the provision of a detailed operational review of all processes, procedures, methods and tools to determine adequency to meet the performance objectives of the department
Ensure that common business processes are in place in each group and that all employees are trained to follow these processes
Implement and maintain a culture of continous improvement of service provided to our customers
Review and approve the staffing structure and workload of each team, taking into account the needs of the SYK customer base
Develop succession plans and ensure a pool of individuals is trained and capable of taking on additional responsibilities
Active involvement in and ownership of local and pan-European improvement-, benchmark- and best practice projects which strive to achieve a world class Customer Support Operation and improve service levels through consistent processes that drive efficiency and productivity

187

Customer Service Manager Resume Examples & Samples

Respond to customer inquiries regarding products and services
Support outside sales team
3 years of (industry) background
3 years of management experience required

188

Customer Service Manager Resume Examples & Samples

Share and animate the Nespresso CRC ambition
Set clear targets and objectives for the team leaders
Provide coaching when required to his team leaders on several dimensions: coaching, reporting analysis,.
Do the PE and evaluations of the Team leaders, harmonizes the CS evaluations
Strong people manager
Results focus
Proven experience in Customer Service management

189

Customer Service Manager Resume Examples & Samples

Federal laws, Code of Federal Regulations (CFR) Title 49, rules and regulations governing CDL operations to include Federal Motor Carrier Safety Administration (FMCSA)
ARS Statutes Title 28, Arizona Administrative Code (Rules) governing CDL operations
Broad knowledge of MVD policies, rules and regulations governing MVD operations
Legislative process, information technology, public relations and employee relations practices
Operational planning, budgeting and performance measurements
Continuous improvement strategies
Strong leadership
Employee, customer and stakeholder relations
Develop, lead, monitor and evaluate operational and process improvement efforts of subordinate work units

190

Customer Service Manager Resume Examples & Samples

Develop Supervisors to ensure excellent performance of customer service staff when servicing customer contacts
Ability to effectively communicate to the staff and Senior Management through written or verbal communication
Effectively lead change as new initiatives are identified
Contribute to the attainment of Contact Center key performance indicators
Translate VOC information into actionable feedback shared with internal / external business partners and Senior Management
Experience motivating, inspiring and achieving results through others
Develop and maintain effective relationships with employees, internal / external business partners and Senior Management
Maintain a positive work environment that supports high performing teams and rewards people based on performance
Develop, motivate, and retain employees at all levels of the organization
Provide on-going coaching on team's performance in relation to quality of service, reliability, availability and retention
Lead in the development of Contact Center programs and process improvements that enhance the level of internal and external customer service and efficiency
Knowledge of Contact Center systems such as WFM, and Quality Monitoring Systems preferred
Excellent follow-up skills and ability to meet aggressive deadlines
Strong oral/written communications and analytical skills
Intermediate level skills in MS Office with strong emphasis in MS Excel
Must be decisive and results oriented
Minimum of 5 years’ experience, Contact Center Management
Managing multiple teams simultaneously within a contact center or retail environment

191

Customer Service Manager Resume Examples & Samples

Oversee the Public Works Department customer service team
Manage and train the customer service team, including Customer Associates and Right of Way Infrastructure Inspectors
Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
Create and implement and effective customer loyalty program
Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service
Participate in the hiring of customer service team employees
Translate skills to other employees through training and mentoring
Be proficient with Microsoft Office Suite and IWORq’s

192

Customer Service Manager Resume Examples & Samples

Significant experience of managing a commercially focused customer service/sales teams
Experience of coaching and developing commercial skills of team members
Strong drive for delivering results and continuous process improvement
Experience of effective customer forecasting
Experience within the print industry
Excellent senior stakeholder management skills
Experience of change management within customer service/sales environment is desirable
Candidates must be able to demonstrate a pre-existing right to work and travel within the EU. Documentary evidence will be requested at interview

193

Customer Service Manager Resume Examples & Samples

Understanding of Supply Chain Management
Motivational skills
Innovative/Creative skills
Coordination of team workloads, schedules and coverage activities

194

Customer Service Manager Resume Examples & Samples

Supervise the performance of all duties and responsibilities of all Front End Associates as it relates to our Count on me behaviors of knowing what to do, making it easy, doing their part and caring
Responsible for new hire orientation and 90 day onboarding process
Uses count on me behaviors as a filter to ensure all customers are satisfied while coaching, developing and instilling these values in all associates
Smiles and provides prompt, accurate and friendly service while engaging customers to create a Fast and Easy shopping experience
Manages the front end from the front or first touch point of customer engagement during designated hours a minimum of four days a week per Standard Practice guidelines
Manages and achieves Food Lion service standards
Maintains an efficient and productive Front End operation
Ability to supervise a fast paced environment and multiple functions for extended periods of time during a scheduled shift
Support the achievement of budgeted financial and operating results for the Front End
Ability to use the In-Store Computer, Food Lion applications, Storeline and including but not limited to Windows applications, wireless hand held units and email
Understands and follows Food Safety guidelines and procedures
Ensures that all advertising and sales promotion materials applicable to the Front End are properly utilized
Observes and corrects all unsafe conditions that could cause associate or customer accidents (e.g. broken equipment or fixtures, cases stacked improperly, refrigeration cases leaking, etc.)
Records and reports all associate and customer accidents in accordance with established Food Lion procedures
Cooperates to the fullest extent with the Store Manager in promoting increased sales and maintaining good associate relations within the store
Understanding and utilize Average Cost Inventory System (ACIS)
Understanding and utilize Computer Assisted Ordering (CAO)
Adhering to all company guidelines, policies and standard practices
Interviews and hires Front End associates
Trains and develops the Assistant Customer Service Manager and Customer Leads
Ensures proper training of Office Assistants and all front end associates
Ensures all Front End associates operate registers and serve customers in accordance with established policies and procedures
Interacting constantly with associates; ensure associates understand Food Lion’s expectations and have the tools and training to be successful
Maintains security standards
Successfully complete Computer Based Training (CBT) and Training Aid courses
Serves as Manager on Duty in a limited capacity (i.e. MOD vacations) performing all of the responsibilities of an MOD
Ability to communicate effectively with associates and customers
Ability to effectively supervise the work of other associates
Ability to read, write and perform basic math functions
Ability to communicate in both verbal and written form

195

Customer Service Manager Resume Examples & Samples

Communicate company, department, and job specific information to associates
Create an environment that enables customers to feel welcome, important and appreciated by answering questions regarding products sold within the store and make suggestions about products
Understand inventory/stocking and Computer Assisted Ordering
Observe scheduled shift operating hours
Lead front end team by supporting service expectations such as, but not limited to, QueVision, money services, self-checkout goals
Ensure that customers' needs are addressed quickly and professionally
Conduct daily huddles with front end associates to discuss service standard and results
Perform cash loans and pick-ups from all store registers as needed through their shift using the VeriBalance system and safe procedures; verify safe counts at the beginning of the shift and balance safe at the end of shift
Manage breaks and lunches for all front end associates including cashiers, baggers, service booth clerks, fuel clerks, and relief help
Observe, coach, praises all front end associates on a daily basis on all front end expectations such as, but not limited to proper checking techniques, engagement, Que-Vision, self-checkout lead behaviors, proper bagging
Follow procedures to limit shrink such as, but not limited to checking for bottom of basket, scanning all items, avoid manual hand rings, proper use of gold slips, close the loop and follow up with all register operators
Ensure that all current customer service, cash control, labor control, expense and supply controls, loss prevention, maintenance, safety, food safety, associate and customer engagement rules are being followed
Practice preventive maintenance by properly inspecting equipment and notify appropriate department or store manager of any items in need of repair
Report all safety risks or issues, and illegal activity, including: robbery, theft or fraud
Oversee and manage the efficient operations of all functions and activities of the front-end
Adhere to all local, state and federal laws, and company guidelines
Having successfully completed checker, U-scan, service booth, and bagger training
Must be able to meet the minimum physical demands of the position
Current alcohol sellers permit once employed
Cashier, retail, or management experience

196

Customer Service Manager Resume Examples & Samples

2-3 years of operational experience
Relentless focus on customer service and quality standards
Excellent organizational skills with close attention to detail
Tireless and diligent administration skills
A can-do and hands-on approach
A positive attitude, sense of humor, and empathy for others
Comfortable with a fast paced and highly kinetic environment
An ability to think and react quickly to daily surprises and take charge in emergencies
Up-to-date computer skills (excel, word, aptitude to use various internal systems )
International experience preferred
Fluency in English, an additional language is a plus

197

Customer Service Manager Resume Examples & Samples

Implement a communication plan/process for customer relationship management to provide unparalleled customer service by aligning customer service with production, sales, and the customer
Interact with several departments such as: Logistics, SIOP, IT, Purchasing, Accounting, Operations and Sales to ensure all orders can be shipped on time and complete
Establish relationships and communicate with customers at various levels as required
Develop team building exercises to incorporate throughout the year to drive the team
Reduce order entry errors and cost by 20% over the 2015 number
Implement an incentive plan for the customer service team
Incorporate at least four (4) onsite client visits per year with the customers to build strong relationships with the clients
Learn Masonite’s current ERP system, Masterpack / MS DAX 2012 R3
Ensure ongoing Sarbanes Oxley (SOX) Compliance for pricing
Administer company’s policies and procedures as they relate to Order Entry, Customer Service, Logistics, Warranty and Returns
Provide senior management with regular reports on status of performance and projects
Motivate and lead the customer service team to work effectively and efficiently, creating standardization within the team and sharing best practices across teams
Set department targets and goals and be responsible to meet or exceed these goals
Follow all Company related safety/environmental rules and regulations
Member of the Plant Leadership Team and the Residential Customer Service Leadership Team
Ability to travel, as needed

198

Customer Service Manager Resume Examples & Samples

Coordination and resolution of all store related service issues through GIST and the Operational Performance Manager team
Contract management of GIST Customer Service performance
Coordination and tracking of action plans to improve GIST Customer Service Performance where required
Monitoring and analysis of helpdesk data to understand service performance trends by RDC
Coordination and delivery of retail surveys to support measurement of RDC service performance
Management and maintenance of strong retail stakeholder relationships
To support facilitation of Continuous Improvement delivery through retail engagement
Execution of a timetable of store visits
Support store service peaks and event planning
Retail / Logistics experience
Stakeholder and relationship management
Communication and influencing skills
Data analysis and compilation

199

Customer Service Manager Resume Examples & Samples

Responsible for all facets of station operations and station employees
Negotiate and manage vendor contracts
Represent Alaska Airlines in the community
Administer all customer service functions at the station, including ticketing, baggage handling, cargo operations (weight and balance), passenger security and reservations in a manner to ensure compliance with company service standards
Supervise ramp activities required for aircraft servicing, including loading and unloading of baggage, cargo, mail, and ramp handling to ensure company operation and safety objectives are met
Prepare necessary plans, budgets and schedules
Represent the company in the community through public relations activities
Responsible for all station resources, such as facilities, equipment and supplies
Supervise, train, and develop station staff
Supervise labor contract administration
Ensure compliance with company policies and all regulations of federal, state and local airport authorities
Embody the Alaska Spirit and conduct oneself with Professionalism, Integrity, Resourcefulness and Caring
A college degree is preferred
3-5 years station experience with proven skills in passenger service, station operations including cargo handling, ground operations, personnel administration, scheduling shift work, administering bargaining unit employees and budget controls required
2 years of supervisor experience required
Knowledge of Alaska Airlines System Regulations and Federal Aviation Administration policies and procedures preferred
Proficient using MS Office Suite and knowledge of Sabre/Image is preferred
Strong verbal and written communication skills in addition to strong presentation skills
Proven ability to motivate employees and improve and enhance group dynamics
Proven ability to use tact in communicating with others and able to constructively resolve problems
Minimum age of 18

200

Customer Service Manager Resume Examples & Samples

Lead, manage and motivate the MEDC Customer Service team. Ensure the clear communication of departmental objectives and create a high performance work culture
Manage accurate and timely communication of all customer related issues and requests, building relationships with key customers and external stakeholders. Work to agreed service levels for completion of quotations, order entry, order confirmations and customer escalation, ensuring all information is technically sound and delivered to company standards
Develop and maintain appropriate, accurate and timely measures to assess all aspects of departmental performance metrics. Implement processes where required for the departments key deliverables ensuring continued development of all departmental goals and objectives
Coordinate the direct interface with external sales teams and regional sales directors globally (Singapore, Houston, Dubai, Sutton); drive best proactive and reactive customer handling experience
Work to achieve sales targets through the management of the month end quote to cash process, liaising with Operations, Supply Chain and Finance to ensure accurate forecasting to monthly sales targets. Manage and coordinate meetings as required to understand any roadblocks and ensure all issues are investigated, documented and communicated to the wider management team
Conform to required aspects of trade compliance, HMRC and company regulations, working with the companies specialists where required to ensure all national and international shipments are legal and ethical. Review high value project contracts and customers terms & conditions
Support the key financial goals of the business to achieve targeted EBT and operating margin
Work within SIOPs framework to review and forecast order intake and sales. Engage with project pursuit, sales team, local Management to assist forecast sales, inventory and capacity requirements
Strong experience within Customer Service, within a corporate and international environment
Successful experience in line management and team development through coaching and mentoring

201

Customer Service Manager Resume Examples & Samples

Basic management functions: Controlling. Directing, Organizing, Planning, Staffing
MVD office(s) budget, revenue and expenditures
Division and Program goals and objectives
Applicable Arizona statutes
Personnel management, public relations, customer relations, problem solving, subordinate development, interpersonal relations, and motivational principles, processes and practices
Approve or reject identity documents from domestic and foreign applicants for DL & ID credentials
Program and office performance metrics, goals/targets, and variance reporting
Oral and written communication, customer and public relations and conflict resolution
The use of personal computers, including Microsoft Word and Excel. Skill in the use of software and hardware used by the MVD Customer Service Program
Respond to and resolve daily. intermediate and long term operational and customer service issues
Recommend and administer disciplinary action
Produce correspondence, respond to media contacts as authorized, and respond to contract concerns/disputes in
Coordination with Procurement management
Four years experience in Arizona State Services as a Motor Vehicle Customer Service Representative
Two or more years experience in a high visibility public contact setting in a regulatory or public service environment will
Substitute for two years of Motor Vehicle Customer Service Representative experience
Three or more years as a supervisor or manager of a customer service operations department
A Bachelor's degree in Business or Public Administration or related field will substitute for two years of required work

202

Customer Service Manager Resume Examples & Samples

Lead the activities to provide centralized, efficient and cost effective order to cash operations to Indirect Sales customers
Ensure external customers experience an “ease to do business with us”, by ensuring a fast and reliable access to order status and delivery confirmation; On time delivery; Logistics arrangements; Keeping internal and external customers informed
Act as a business partner and key contact for internal customers. Develop and manage the relationship with key internal customers and suppliers to ensure customer satisfaction
Manage and train a team of Customer Service agents to perform all activities
Manage the relationship with external customer and suppliers to ensure customer satisfaction
Work with internal functional areas (Procurement, Finance, Tax, IT… ) to define processes and resolution of specific cases
Define and improve Customer Service processes & KPI’s
Ensure 100% compliance with JCI Policies & procedures
Ideally minimum 3 years experience in leading a customer service/business support team at a multinational company
Experience and knowledge of international trade and logistics
Commercial degree
People management skills and experience

203

Customer Service Manager Resume Examples & Samples

Must be familiar with Company quality objectives and play an active role in reaching continuous improvement objectives
Focus on Departmental Leadership, Personnel Development, and improving Departmental Performance, Product Quality, and Customer Satisfaction
Determine and maintain appropriate department staff levels, training and skills consistent with business objectives
Determine Service project staffing requirements based on overall project schedule and assign/re-direct resources accordingly
Develop annual departmental budgets and annual Operations objectives, consistent with business planning activities
Responsible for achieving annual Service Department Revenue and Profit Margin targets
Monitor all warranty costs, cause and resolution - with a goal to continually reduce overall warranty exposure. Summarize and report warranty performance on individual jobs and overall basis
Responsible for ensuring Customer Service Department ISO 9001 processes are followed
Develop, maintain, & monitor departmental metrics and take appropriate action based on the results
Work with other Department Managers on a regular basis to identify areas of improvement that will attain higher levels of customer satisfaction
Meet and/or communicate with customers directly, to represent management position when required, for all commercial/technical issues that require resolution during commissioning or warranty period
Develop relationships with engineering service firms for outsourced capacity
Develop relationships with Colleges, Universities, and Recruiting Firms that create a pipeline for recruiting needs
Stay abreast of current technologies
Monitor & evaluate individual staff performance on a regular basis as well as year-end review/appraisals
Bachelor’s Degree in a Technical Field or proven equivalent in experience
Minimum 10 years of general business experience, preferably in Customer Service area
Minimum 10 years of experience in manufacturing and design of industrial automated equipment
PLC / HMI / Robot Programming / Network & Fieldbus / Safety Systems and Integration experience a plus
A commitment to company values with previous team leadership and project management experience
Educational, training, and experience requirements may be modified at the Management Team’s discretion
Computer proficiency, including spreadsheet, word processing, and project management software
FMEA, Equipment Capability, Safety (OSHA, RIA, ANSI Stds.)
Physical demands: While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. Repetition with activity; computer work. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
Work environment: The noise level in the work environment is usually moderate

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Customer Service Manager Resume Examples & Samples

Lead and motivate the customer service team and create an environment that encourages continuous process improvement and service excellence
Deliver a very efficient order to cash process, to defined standards, on behalf of associated businesses and manufacturing sites
Ensure that all customer-facing activities are carried out in strict adherence to agreed service standards and at no time jeopardize the business relationship with our customers
Continuously monitor & assess team performance against agreed Service Level Agreement metrics to ensure all stakeholder requirements are met or exceeded
Bachelor’s Degree in Business field and 7 plus years of customer service experience
Associate’s Degree and 9+ years related experience or High School diploma or equivalent and 11+ years of related experience
Regular travel within the US, and occasionally internationally

205

Customer Service Manager Resume Examples & Samples

1: Customer Operations Guide (COG)
2: Service Level Agreement (SLA)
3: Topology Diagram
4: Customer account contacts list
Customer’s Business Objectives & Risks
: CSA Business Continuity Plan (if CSA is assigned)

206

Customer Service Manager Resume Examples & Samples

Manage large team of representatives responsible for order entry, customer service, and issue resolution. Monitor timeliness and accuracy of customer order processing. Ensure that the daily business requirements are fully supported and anticipate capacity changes and their impact. This includes order management, credit processing, returned goods administration, account portal administration, and pricing necessities. Work with individual accounts to insure their needs are met and allowances are minimized
Collaborate with and provide support to Sales and Marketing departments, Credit/Collections and Comfort Care consumer support organization to insure that customer and business requirements are exceptional
Assist in developing and managing business relationships with customers, sales, and support organizations. Oversee the achievement and maintenance of agreed upon customer service levels and standards
Plan, prioritize, and delegate work tasks to ensure proper functioning of the department; Handle complex and escalated customer service issues
Analyze and publish relevant data to determine customer service outputs. Identify and implement strategies to improve quality of service, productivity, and profitability
Assist with the design and implementation work plans to make certain resources meet expectations. Monitor productivity of representatives and generates action plans to address issues. Define and communicate service level agreements to internal and external customers, as well as future requirements
This position is currently responsible for supervising 10 direct reports
Responsible for directing other employees’ daily work activities and to undertake the following employment actions: hiring, termination, corrective action and performance reviews

207

Customer Service Manager Resume Examples & Samples

Recruiting, selecting, training and managing high quality customer service and sales representatives
Supporting implementation and leveraging technology to increase the efficiency and effectiveness of their team
Development of a “success driven team” driving revenue, growing portfolio of new logos and creating opportunities to enhance field sales productivity
Generating revenue from new and existing customers across the full portfolio of enterprise products and services
Ensuring quality customer contacts through call guide development, service and sales training, and the monitoring of sales representatives
Defining, refining, and institutionalizing best practices and processes for their team
Supporting the launch of new products and product extensions/transitions
Ensuring that their service and sales team is in compliance with laws and regulations relating to call center operations (do not call lists, etc.)
Bachelor’s degree in Business Administration or related field preferred but equivalent experience will be considered
Thorough knowledge of the veterinary industry and veterinary practices
Prior experience in customer service and dealing directly with customers in a service capacity, preferably in animal health environment
3 + years verifiable leadership/supervisor experience in personnel management, coaching and development
Strong organizational, decision making and supervisory skills
An enthusiastic, high energy team player who is viewed as a “doer” on the team and across internal organizations
Proficiency with MS-Office Tools desirable

208

Customer Service Manager Resume Examples & Samples

Ensure that superior customer service is delivered at all times to all customers
Set up and maintain auction information systems
Enter contracts and equipment specifications into the auction system
Balance auction results, and take care of accounts receivable, collections and banking responsibilities
Verify that funds have been collected, and that correct lien holders are paid
Process vehicle titles, registrations and legal transfer documents
Build strong relationships with banks, taxation offices, and motor vehicle branches to obtain information and to resolve issues
Assist to recruit, train and oversee Customer Service Representatives for auctions

209

Customer Service Manager Resume Examples & Samples

Manage a team of customer support representatives, and provide coaching and guidance in the support of customers
Establishes goals and metrics for the support function and measures the team's performance
Tracks customer complaints or inquiries and recommends changes to products or services to improve customer satisfaction
Develops procedures for customer service staff to ensure complete and accurate transactions Responsible for ensuring department works closely with logistics and production operations in order to ensure deliveries are made in a timely & accurate manner
May support sales and marketing efforts by overseeing insides sales program activities
Investigates, reconciles and remedies order inaccuracies. Identifies opportunities for improvements and efficiencies
May directly handle more complex inquiries or inquiries from critical customers or accounts
Comprehensive knowledge of the field's policies, procedures, and practices. Performs complex tasks
Possesses ability to lead and direct the work of other employees
Requires a bachelor's degree and at least 6 years of experience, or equivalent experience & education. Reports to: Typically reports to a department head
Competencies include: Ability to work as part of a team; Problem solving skills, people management skills, strong oral and written communication skills. Must possess and demonstrate ability to influence others, and strong customer service skills

210

Customer Service Manager Resume Examples & Samples

Oversee the timely and accurate processing of orders to including; receipt of orders from email, fax or web, verifying contracts, order entry, revisions, PS Hold, Credit Holds, Co-ship, product availability, order confirmation and transportation. Ensure that professional and courteous communication is provided to customer or broker on all related issues
Provide JDE Super User support to Customer Service as well as interactive departments, such as shipping, order prep and inventory control. Work with IT to resolve system issues and ensure customer needs are met through the order processing system. Maintain JDE Profile maintenance to include, but, not limited to; New Customer set up, new item set up, labeling requirements, shipping requirements, documentation, address changes and pallet requirements
Manage transportation requirements such as Freight quotes and comparisons, carrier selections, monitoring and approving Freight Bills, arranging transportation as needed, consolidating shipments and verifying transit times. Also responsible for filing freight claims
Proactively manage Invoicing by ensuring BOL verification and discrepancy investigations, customer notification regarding CPU no shows, investigating missed shipments, verifying freight rates, resolving order status and related issues, and ship confirmation in JDE. Assure that invoices are properly matched, mailed and filed
Ensure that Customer Service Personnel complete order cycle by following up on shipment tracking, customer inquiries, concerns, complaints and document requests
Oversee Customer Service personnel regarding Consignment and Forward warehouse to include; managing Stock Transfers, working with warehouses and Sales to maintain adequate stock levels, assisting inventory personnel in resolving inventory discrepancies. Assist CSR’s in verifying and resolving discrepancies upon receipt of BOL’s/Usage reports and process invoicing verifying pricing, quantities, and contracts
Communications: Provide pro-active involvement in solving customer issues via phones, emails and faxes. Work as customer advocate with various departments such as, Sales, Traffic, Production, Product Mangers, Materials Management, QC, Tech Services and Inventory
Create a positive environment to promote constructive communication
Analyze department performance and make recommendations for continuous improvement. Establish and maintain department policies and procedures that promote service to the customer and support company objectives
Coordinate and be the focal point for all customer complaints and their resolution
Responsible for recruiting, training and developing capable staff

211

Customer Service Manager Resume Examples & Samples

Quality Control
Scheduling
Ensure that all warranty service positions are staffed with individuals that are competent in technical abilities, cost control practices, administrative skills and customer service skills
Create and adhere to warranty budgets
Continuously evaluate subcontractors and building products for quality standards
Provide continuous communication with the Division President on major issues and potential problems and suggest resolutions
Reinforce and adhere to Taylor Morrison's safety policy
Ensure that all departments are trained and are knowledgeable on the warranty program
Cultivate and encourage habitual relationships between customer service, construction and sales
Train CSR on how to effectively use Trade Partner Scopes of Work
Maintains and provides training on Quality Control Inspections, New Home Demonstrations and Service Reviews process
Provide direction and guidance for the department and its employees
Provide continuous feedback to the department

212

Customer Service Manager Resume Examples & Samples

Responsible for setting strategic direction in Customer Service in coordination with Vice President of Customer Satisfaction
Actively drives employee engagement through daily management and teamwork
Engages with SAM accounts representing Pall, working on common goals to ensure a high level of customer satisfaction
Responsible for delivering on Key Performance Indicators including timeliness, quality and cost effectiveness
Responsible for hiring, coaching and performance management of customer service leaders and representatives
Leads daily Gemba meeting investigating root cause of issues and developing corrective actions to drive performance
Acts as a liason with Sales and backoffice functions to serve the customer effectively and efficiently
Working knowledge of SAP or simliar ERP system
Experience working for a large Manufacturing company with knowledge of Lean practices
Strong customer focus and engagement
Results drven
Excellent skills engaging the team and fostering team collaboration
Excellent written and communication skills
H.S. Diploma with equivalent experience
2+ years of management experience
5+ years of customer service experience
Bachelor's degree strongly preferred

213

Customer Service Manager Resume Examples & Samples

Collaborates with the call center team to develop a business plan that includes the review of operations; identify gaps in existing policies and procedures; and to set and deploy standards and expectations for processes, procedures, customer satisfaction programs and performance levels. Measures and improves upon operational efficiency and enhances quality of service via active management of productivity and performance metrics. This may be accomplished through the identification and analysis of problems from root cause analysis through strategy development and execution
Holds regular meetings with the vendors’ point of contact and leadership team to maintain a high and visible presence with the team, open lines of communication, and relay short and long-term goals. Communicates quality standards, operational processes, policies, procedures and review mechanisms
May act as another tier of support, responding to increasingly escalated customer services calls in a timely and effective manner. Sets a good example for training and mentoring activities as appropriate by resolving escalated issues and placing an issue on customer satisfaction
Works cooperatively with other WageWorks departments to coordinate resources where appropriate and take necessary steps to manage, meet or exceed client expectations in support of a mutually satisfactory business partnership. Manages the flow of information between locations to assure flawless execution of new projects
Maintains an awareness of products to effectively manage call center activities as well as call center best practices. This may involve attending advanced training sessions or meetings in which information is imparted and discussed. This may also require participation with and maintenance of memberships with professional work groups; attending trainings, seminars, and other business-related conferences; and interfacing with peers

214

Customer Service Manager Resume Examples & Samples

People management skills, including experience of managing large teams (150+) through layers
Extensive in-house contact centre management experience
Flexibility, able to work various shifts if required, willingness to potentially move to another office is an advantage
Leadership flair with the skill to motivate others to perform and exceed expectations
Professional, proactive, positive and with a “can-do” attitude
Analytic skills and ability to understand and draw conclusions from data
University educational level or equivalent further education
Working knowledge of French labour law

215

Customer Service Manager Resume Examples & Samples

Customer Service Management
People development and management, such as Performance management, personal development plans and compensation &benefits in co-operation with Sales manager and local HRBP
Act as key contact window within sales region APAC to ensure systems and procedures are aligned to Hyperion standards
Customer Service function
Act as first point of customer contact for general inquiries such as order intake, pricing, products, scheduling etc
Coordinate collection of offer information and deliver customer quotations to external salesperson
Immediately enter all customer orders into ERP and confirm orders to customers with terms, pricing and accurate delivery schedules
Maintain accurate shipping/logistics details on all orders and continually update customers as needed

216

Customer Service Manager Resume Examples & Samples

Responsible for participating in the design of operational policies and process and leading the implementation in an effort to increase departmental efficiencies
Works to retain customers and ensures customer satisfaction
Serve as primary escalation point for customer issues in a “high touch” setting
Coordinates communication between Sales, Marketing, Warehouse, Procurement, Quality and Customer Service to assure customer needs are understood and met
Use the Doe & Ingalls Management quality system to identify nonconformance root causes and develop actions to prevent recurrences on all assigned corrective actions
Directs staffing, training, and performance evaluations to develop and improve the customer service function and associates
5 years of B2B Customer Service experience in related industry with working knowledge of supply chain
Demonstrated success managing a customer service team consisting of five or more representatives
Manage customer expectations and possess excellent organizational skills
Bachelor's degree in business or appropriate specialty
Proficient computer skills and technical knowledge in using ERP systems, Microsoft Office, email, web searches and database entry
Must have excellent verbal/written communication skills
CPSM Certification and/or experience in pharmaceutical industry

217

Customer Service Manager Resume Examples & Samples

Collaborate with other managers to meet financial and service level goals including supporting development, and monitoring of volume forecasts
Provide leadership to call center supervisors and other professional staff
Interact positively with CSRs from all channels (phone, email, web chat, correspondence) and program staff
Plan, control, and report on production activities to include establishing priorities for resources; resolve production conflicts
Ensure all production turnaround standards and service goals are met
Lead project efforts to identify, analyze, and implement efficiencies that contribute to increased productivity
Review, approve, and sign timecards as necessary. Ensure all supervisors are following and completing all ETS timekeeping responsibilities
Assist with enhanced escalation calls as needed
Identify customer requirements, develop plans for process change delivery, identify and recruit appropriate resources, assign individual responsibilities, and develop schedules to ensure timely completion and final delivery of a solution to meet customer requirements
Enforce program standards, such as quality control and security, and perform risk management and vulnerability studies
Promote an Open Door environment and driving a healthy, open culture that minimizes staff and employee complaints
Five years of experience managing direct reports in contact center, customer service enivronment
Experience in financial programs preferred
PC skills required-MS office knowledge highly desirable
Excellent communications skills (both verbal and written) is required, including presentation skills
Customer service orientation required

218

Customer Service Manager Resume Examples & Samples

Bachelor Degree in relevant discipline
10 years work experience (including at least 3 years management experience)
Includes minimum of 3 years work experience in Quality Assurance / Quality Control Systems
Initiative to seek new solutions and new ways of doing things with a focus on continuous improvement and business performance
Logical system approach to problem solving
Financial management knowledge
People Management Skills / Experience
Ability to drive and lead change
Analytical, decisive, adaptable, ethical, problem solver, persuasive, commercially-sensitive
Customer and commercial focus
Team player with ability to operate without close supervision

219

Customer Service Manager Resume Examples & Samples

Organize and run a fully functioning contact centre
Managing the daily operation of the contact centre to meet SLA’s on a local as well as a global scale
Manage, coach and develop a team of Team Leaders to ensure quality and productivity targets are met, as well as being overall responsible for the development of the contact centre agents
Know how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviours
Conduct regular 1-2-1 meetings with team to maintain focus and motivation on Customer Service standards and targets
Liaise with other departments and offices to resolve problems when required
Run projects in an effective way
Significant contact centre management experience
Proven people management skills, including experience of managing large teams (150+) and managing middle management
Results focus with the strategic awareness to forecast both in the short and long term
Professional, proactive, positive and “can-do” attitude
Experience of setting up and developing contact centres is an advantage
Working knowledge of UK labour law

220

Customer Service Manager Resume Examples & Samples

Manage the day-to-day application of organizational policies and procedures, adherence to contractual agreements and quality standards, workflow/activities, call statistics, and attendance
Responsibility for partnering with Organizational Performance and Education to set priorities for training curriculum development and administration
Identify department training/education needed to meet business objectives
Conduct performance evaluations and coach their staff toward performance improvement
Conduct the hiring process and monitor expenses appropriately
Work with peers in a team setting to develop and implement improvement suggestions, policies, work forecasting, and staff scheduling
Manage direct customer assignments, contact, and reporting responsibilities
2 years related applicable experience
5 to 8 years customer service, call center, healthcare industry, or related experience
Supervisory or management experience

221

Customer Service Manager Resume Examples & Samples

Daily management of 8 NAFTA customer service reps, 1 International customer service rep and 1 supply chain coordinator\SAP master data manager; including midyear and yearend performance evaluations
Adherence to standard operating procedures by all employees in compliance with internal audit and controls and ISO requirements
Train employees on processes, systems, products and people to ensure excellent customer service
Collaborate with international regional affiliate customer service managers to develop standard processes, share best practices and implement global projects
Develop and maintain excellent working relationships between customer service, commercial teams, business and product management and all supply chain personnel
Attend monthly credit management meetings to reviewesolve customer credit issues
Ensure that all month end closing responsibilities are completed
Prepare month end reports that include customer service and On Time In full statistics
Bachelor Degree required- Supply Chain or Business Management preferred
10 plus years of experience working in customer service or supply chain
5 plus years supervisory experience
International customer service experience preferred
Experience in Plastics\Polymers or manufacturing industry preferred
Strong SAP and Excel skills required; Salesforce.com experience a plus
Good leadership, team building and coordination skills
Ability to motivate employees
Must be detail oriented and have strong organizational skills
Good people skills to be able to maintain a professional atmosphere in the workplace and navigate a diverse population of internal and external customers
Demonstrated ability to establish high level of trust and consistently exceed customer expectations
Ability to identify issues and make recommendations to solve problems
Ability to impact and influence change
Strong customer care aptitude needed
Ability to work with cross functional teams needed
Ability to analyze critical situations and make decisions quickly and independently
Familiarity with accounting and credit principles

222

Customer Service Manager Resume Examples & Samples

In depth understanding of Knoll’s processes, capabilities, products and systems
Knowledge of bill of material and drawing typicals
Ability to multi-task, operate effectively under pressure and manage high work loads
Work collaboratively with other departments and manufacturing sites to problem solve
Heightened sense of awareness and urgency required based on customer, lead time and product specified
Strong problem solving skills and the ability to bring issues to resolution quickly
Team with Custom Product Development to promote open communication and expedite specials
Interface with sales, dealers, customer service and cross functional departments
Embrace a high pressure, constantly changing, high demand work environment
Accessible outside of standard work hours
Accountable to ensure product is complete and delivers on time for successful presentations
Prior leadership experience is required along with capability to build, manage and lead a team
BA/BS preferred or equivalent work experience
A minimum of 3 years’ experience managing a customer service team. The preferred candidate will have worked for a product based company versus a call center
Must have excellent verbal and written skills as well as excellent active listening skills
Ability to establish and maintain strong relationships; a people person
Good problem solving skills; business maturity

223

Customer Service Manager Resume Examples & Samples

Inspire winning and purpose in your team of 9 direct and indirect reports working in an agile environment. Evaluate organizational structure and development opportunities. Ensure adherence to all company and customer policies
Lead and manage the Order to Cash process for the assigned customer for Unilever Canada. Support Customer Development in delivering monthly/quarterly/annual growth targets for the account
Foster the relationship with the customer. Build trust in order to develop a strong understanding of the assigned customers’ needs, behaviors and expectations to provide relevant quantitative and qualitative insights to the business
Develop and deliver core Service KPIs (Dispatch Rate, Fill Rate, On Time, Service to Store, DOH, In Stock, OSA and other customer relevant metrics). Where appropriate develop and track needed continuous improvement actions to maximize delivery of the metrics
Develop and lead a strong collaborative agenda focused on our Customers’ replenishment processes (CPFR) in order to influence internally and externally to obtain an efficient process end to end
Support all Supply Chain initiatives related to maximizing service and minimizing cost. Provide critical customer insights to drive speed to market, omni channel support and a digital future
Initiate opportunities for logistics efficiencies for both parties (load utilization, order frequency, order profile, and any special customer requirements). Lead customer logistics negotiations where necessary and validate agreed programs
Participate in the development and delivery of supply chain programs linked to Joint Business Plans

224

Customer Service Manager Resume Examples & Samples

Develop and implement customer service indicators according standards
Identify problem areas and adapt procedures to improve the overall performance of the team
Lead Demand Planning process and S&OP meetings; lead Demand Planning improvement projects
Manage order to billing and after sales process, incl. complaint handling
Develop and monitor the application/maintenance of all operating systems (SAP etc.) including policies and procedures, operating structure, and information flow making sure data is entered correctly
Managing CS processes to assure the lowest distribution cost. Interact with distribution organization towards logistics service improvements
Lead, direct, evaluate and develop people and organization so that activities are completed accurately and on time

225

Customer Service Manager Resume Examples & Samples

Total management of customer orders and repair requests received through all communication channels; with particular focus on incoming calls and emails. Manage call distribution within Coordinator team. This involves assisting the coordinators team with issues regarding receiving, scheduling, shipping, after sales service, customer purchase orders and repairs. Requires close contact with sales team and coordination with logistics team. Manage the evaluation of incoming repairs within Coordinator team
Management of Watchmakers ensuring Repairs quality and productivity targets are met for the 18,000+ watches going through the workshop pa
Manages complex customer situations promptly and professionally meeting commitments for service and assistance. Resolution of any escalated issues or complaints
Embraces ongoing process development and beneficial change to identify best solutions. Identifies opportunities to improve practices
Prepares daily, weekly and/or monthly reports as needed/required. Report and monitor all goodwill activity in accordance with company policy
Ensures each Coordinator understands the duties, policies and procedures of their job and provides feedback to training and assists in the development of training materials and procedures. Identify and resolve any personnel issues. Effectively coach to improve service skills and adherence to policies and procedures with particular regard to telephone interactions
Provides proper guidance and ongoing coaching to Coordinators, as defined and as needed, by utilizing support resources (sales, scheduling, quality, training, etc.). Delivers excellence through managing team productivity
Accountable for overall team performance by providing individual support and coaching to employees. Ensures that the team is achieving established targets
Keep manager aware of significant issues or concerns identified during routine activities. Other duties and responsibilities as assigned

226

Customer Service Manager Resume Examples & Samples

Analytical skills and audit background preferred
Ability to manage multiple priorities and multitask
Must have excellent leadership and people skills
Bachelor's degree in Management, Business Administration, or Finance. MBA preferred
Minimum 5-15 years production and process improvement experience
Management experience including production standards, forecasting, financial analysis, scheduling, reporting, project management and operations management
Experience managing, coaching, and developing staff
Experience in production and/or product development environment
Experience in expense and financial analysis
Call Center management experience preferred

227

Customer Service Manager Resume Examples & Samples

Partner effectively with Senior Leadership and all NELLC functional teams to provide increasingly positive customer relationships
Conduct ongoing customer needs analysis, and research of customer requirements
Define and communicate customer service standards
Oversee the achievement and maintenance of agreed customer service levels and standards
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Ensure the necessary resources and tools are available for quality customer service delivery
Review customer complaints
Regularly contact customers to ensure customer satisfaction and timely resolution of any issues
Track customer complaint resolution
Assist in customer problem escalation, providing critical overview perspective
Monitor accuracy of reporting and data base information
Analyze relevant data to determine customer service outputs, trends etc
Liaise with company management to support and implement growth strategies
Coordinate and manage customer service projects and initiatives
Ensure budget requirements are met
Evaluate and performance manage staff
Identify and address staff training and coaching needs
Organizational skills for planning, decision-making and executing with excellence
Skilled in developing standards and process improvement
Excellent verbal/written competencies and overall communication effectiveness
Strong interpersonal skills with the ability to lead and work within a team structure
Ability to learn and build upon industry specific information for future professional growth
Excellent computer skills, with an in-depth knowledge of Microsoft, Word, Excel, and PowerPoint, and CRM systems proficiency a plus
Transportation Industry experience a plus
Relevant BS/BA degree preferred

228

Customer Service Manager Resume Examples & Samples

2 years leadership experience
Process Improvement mindset
Troubleshooting expertise
2 plus years managing people up and out
Someone who creates a fun yet productive culture

229

Customer Service Manager Resume Examples & Samples

Provide direction and leadership in the day-to-day operations in Customer Service to ensure the highest level of service is delivered to our customer
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvements and quality assurance programs
Analyze inquiry trends on repeat and/or negative customer call drivers, and make recommendations to improve the quality of service and process; reports and analyzes inquiry and performance statistics, and makes necessary adjustments for continued improvement
Manage staffing levels and schedules to balance the current and projected workflow to successfully optimize and meet customer demand
Responds to and resolves difficult customer issues and complaints when situations have been escalated
Coaching, developing and motivating employees to achieve a high level of performance. Fosters a positive and open working environment
Provides monthly performance feedback to CSR’s in order to address performance gaps and manage performance improvement
Recruiting and hiring new personnel; manage employee performance
Champions change strategies and helps others embrace and react positively to change
Maintains positive intercompany relationships with Sales, AR, Distribution, Manufacturing, Marketing, Demand Planning, and others throughout the organization
Support all required month-end and quarter-end financial activities
Participate in Departmental or Corporate projects
Adhere to and ensure the compliance of Teleflex’s Code of Conduct as well as other company policies and procedures
College Degree preferred. A combination of some college and/or leadership experience in a contact center environment would also be considered
A minimum of two years of experience in a management/leadership role, preferably in a contact center environment
Experience in managing employees in a fast-paced and ever-changing environment
Prior experience in the medical device field or manufacturing industry desired
SAP system knowledge desired
Knowledge of SAP CRM, SAP Contact Center and Verint WFO desired. A working knowledge of any contact center technologies is acceptable
A comprehensive understanding of Customer Service/Contact Center operations, processes and procedures required
Proficient in Microsoft Office business products, especially MS Excel
Solid customer relationship skills
Demonstrated leadership and management skills; ability to create high-performance teams
Able to work successfully with a diverse group of people and be a team player
Strong communication skills with the ability to relate to employees at all levels of the organization
Excellent organizational, planning and decision-making skills with strong attention to detail and follow-through while maintaining focus on the big picture
The ability to effectively perform in a high-paced environment with multiple competing priorities
Demonstrated ability to coach and develop employees
Excellent conflict resolution and interpersonal skills

230

Customer Service Manager Resume Examples & Samples

Ability to be flexible
Meeting targets and deadlines
Ability to organise own time effectively

231

Customer Service Manager Resume Examples & Samples

Responsible for the staffing of the department with competent, trained and motivated employees. Assigns work and monitors department staffing and schedules to ensure optimum efficiency and rapid turnaround. Performs work related to department assignments
Interfaces with customers to resolve problems that fall outside of company procedures. Involved with the negotiation of terms, pricing and agreements with customers. Supports customer requests to implement eBusiness initiatives. Works to develop internal processes that dovetail communication skills. Must possess strong interpersonal, presentation, organizational, and planning skills
Develops rigourous procedures to ensure compliance to AS9100. Interprets, implements and communicates customer service policies and procedures. Understands the impact of Customer Service procedures on the factory and the interfaces CS must maintain with other departments. Coordinates customer service functions to ensure smooth association wit other departments. Has a substantial knowledge of LEAN process implementation in a manufacturing facility and how to implement office LEAN. Recommends and coordinates the implementation of procedures to support strategic objectives
Participates in Sales, Inventory, Operations Planning (SIOP) as the primary point of contact for Sales and Customer Service. Drives Bookings for the business unit, maintains forecast for bookings and sales
Maintains and delivers statistical data on department performance. Supports compliance to Department of Commerce Export Administration Regulations (EAR) and Department of State International Traffic in Arms Regulations (ITAR)
Completes performance appraisals and pay increases requests for departmental Employees
Thorough understanding of MRP System(s) & Aerospace Industry Procurement Practices, including SIOP
Strong interpersonal, influencing, coaching and negotiation skills
Proactive, positive and customer focused attitude
Knowledge of “Office LEAN” practices
Requires knowledge of contract terms and conditions including both Commercial aerospace and FAR/DFARS
Capable of performing analysis, providing information and making recommendations based on data

232

Customer Service Manager Resume Examples & Samples

To succeed at this job, you must have: experience with Microsoft Office including advanced Excel, strong knowledge of order management, ERP, customer service and project management
It would be preferred if you have experience in the wireless or banking industries
You must be fluent in English with excellent written and verbal communication skills
We would like someone to join our team who is able to multitask, prioritize and provide updates in a timely manner, a strong verbal and written communicator, self-motivated, a team-player, and able to work well under pressure
You need to have a Degree in Business, Logistics, Customer Service or a related field
We are looking for someone with at least 4 years of progressive experience in customer service, account management or sales support

233

Customer Service Manager Resume Examples & Samples

Distribution management, Responsible for end to end logistic
Order management, Order to cash conversion
Inventory management, analyze & maintain the stock as per the forecast
Warehouse management
Responsible for legal compliances related to transfer of goods
To liaison with sales & operation team to create the action plan for distribution management
To work to improve demand gap
Managing the vendors
Experience on safety practices, corporate affairs is preferred
At least 5 -7 years experiences in Customer service engineer in Agriculture/ Manufacturing industry
SAP module
Graduate in MBA in OperationsHigh school diploma or equivalent
Warehouse management, inventory management is essential

234

Customer Service Manager Resume Examples & Samples

Drive daily activity and performance within the team, leading from the front
Effectively manage individuals in the customer service team to achieve KPI’s and revenue targets
Constantly monitor and update customer service processes to ensure that targets are met
Effectively handle inbound enquiries through channels such as email, phone and “in person” visitors
Build strong relationships remotely
Provide course information and prices, follow up to secure business
Proactively maximise opportunities
Must be hands on, customer focused, highly self-driven and results oriented
Experienced and collaborative manager
Solid experience of working in a customer service, internal sales and/or sales administration role
Process oriented with the ability to logically organise and document effective workflows
Experience within a training organisation and knowledge of the wind energy sector will be preferred

235

Customer Service Manager Resume Examples & Samples

Develop and maintain the customer scorecard established with customers that utilize key metrics to drive value for both Imerys and our customers. Develop content and lead presentations in quarterly customer reviews
Develop, implement and manage the adoption of controls that allows the organization to quickly identify trends and potential issues and address them in a timely manner
Participate in the monthly S&OP process, identifying key areas and information that will drive overall improvement of the process
Identify customer logistics opportunities that will maximize bottom line growth, working with the Supply Chain Analyst for implementation
Analyze and troubleshoot complex problems and propose solutions or recommendations
Ability to challenge the status quo and achieve results

236

Customer Service Manager Resume Examples & Samples

Ensuring that the team performs to agreed and measurable targets
Ensuring the team is “first point of contact” for all customer enquiries
Make certain there is a consistent customer service so customers can expect the same level of service each time they interact with the team
Development of Customer Service members' commercial awareness
Implement pro-active customer contact to build customer relationships, to help drive for new business
Review performance with the team, formally and informally
Continuous Review of category performance versus the annual plan and forecast
Driving performance within the considered and planned segments across the customer service teams
Implementing team accountability for their responsible accounts’ sales targets and team target
Fully PC literate
Experience of bag manufacturing processes
A detail conscious approach, combined with a process and systems driven outlook
Ability to hit the ground running in a fast paced, time sensitive environment
Strong administration skills will be key

237

Customer Service Manager Resume Examples & Samples

Lead a Global Customer Service team to execute an end to end order management process and achieve operational and revenue requirements
Create alignment between the Supply Chain and Field Operations teams for optimization and performance improvement of order execution
Proactively engage with Operations to understand forecast and ensure that Supply Chain is ready for expected demand
Prioritize order execution to maximize benefit to the Company
Develop an order management process to optimize the Supply Chain plan for specific project needs
Execute order management strategy to provide superior order fulfillment service to field operations globally
Expand relationships with the logistics team and local operations. Monitor operations to ensure timely and effective planning, scheduling and execution
Ensure all regulatory and compliance measures are met
Responsible for hiring, setting and monitoring of annual performance plans, coaching, and career development; ensures that the proper tools are in place to support the team and the processes
Oversight and monitor team performance indicators related to “clean orders” including order acknowledgment, process time, accuracy of order and final delivery
Support the development of our Eastern Hemisphere supply chain as needed via special projects and contribute to the development of region specific strategies
Significant experience in Supply Chain Order Management team
Management Experience with direct and indirect employees
Understanding of customer service principals, and use of modern IT tools and theories to link these principals to results in a fast paced environment
Knowledge of project management experience in optimizing back-end processes, work flows, procedures and/or network optimization a plus
Significant customer service experience including supervision of personnel
Bachelor’s degree in Business Studies or equivalent
MBA a plus

238

Customer Service Manager Resume Examples & Samples

Proven interpersonal, verbal and written communication skills, Excellent telephone manner
Expresses written ideas, thoughts, or facts in a clear, convincing, and organized way
Computer literate with proven administration skills
To be an effective and flexible member of the Customer Services team
Embraces teamwork; shares ideas / methods to improve performance
Ability to analyze data and trends, make educated conclusions and provide recommendations in a clear and concise manner
Ability to apply learned forecast analytics
Is adept at implementing and/or designing statistical metrics
Demonstrates experience in extracting and segmenting data to facilitate data analysis
Knows how or where to obtain information; is resourceful
Ability to continuously prioritize workload and work under pressure
Prioritizes work activities; plans and stays organized in order to meet commitment and productivity standards
Multi-tasks by switching smoothly from one project or task to another
Develops well thought out action plans
Is a highly detail oriented individual
Takes ownership and responsibility for work progress
Takes initiative and seeks increased responsibilities
General understanding of manufacturing, and supply chain operations
A minimum of 3 to 5 years of experience in a client facing role preferred. This experience would ideally have been gained within the distribution sector of the Entertainment industry
IT experience - proficient in Microsoft software packages
Understanding of distribution processes
An interest in distribution of Entertainment media

239

Customer Service Manager Resume Examples & Samples

Responsible of order entry process of all business units
Responsible of invoicing process of all business units, including credit notes
Leading the invoice issue solving process with customers, being the main contact and meeting them directly if necessary
Accomplish and ensure compliance with all internal standards and procedures aimed at assuring the quality of service provided to customers
Ensure that the necessary systems and tools are in place to be able to provide the optimum invoicing process & Customer Service satisfaction
Ensure the analysis of all Supply Chain area expenses, including warehouse and transportation
Take part in defining the training received by the personnel in the area and take an active part in providing that training
Occupy the top level in the scale of resolution of problems by the members of the team and have comprehensive knowledge of the department’s activities and be aware of both the internal and external implications of his or her actions
Report and provide all management information on quality and performance indicators in the area, to facilitate decisions by management
Ensure that NFCM controls of the area are in place and delivered on time
Manage a group of Customer Service Representatives, organizing their activities, establishing priorities and monitoring achievement of the quality standards
Responsible to ensure the follow up and resolution on time of any type of Customer claim or request
Responsible to ensure a correct returns process
3-5 years of experience in Customer Service Areas

240

Customer Service Manager Resume Examples & Samples

Managing internal service center operations to meet/exceed P&L objectives
Championing the development of leadership competencies that drive individual and team goals
Meeting customer and shipment metrics, including time to fill, expediting orders, and quoting
Developing, implementing, and monitoring programs and activities related to product promotion and inside sales, office and warehouse functions, and customer service – as well measuring the results
Hiring, training, and developing service center personnel
Assisting account managers in the identification, acquisition, and retention of customers
Managing inventory, receivables, expenses, and profit/loss accounting
Reviewing and completing monthly reports as well as overseeing petty cash balancing
Ensuring that customer relations are maintained at a high level
Utilizing key metrics to evaluate and recommend best practices for operations
Managing vendor relationships
Creating a positive, dynamic, and fun work environment
2+ years of proven sales or customer service leadership experience in an industrial atmosphere or parts counter
Solid understanding of financial and accounting concepts
Computer proficiency and the ability to quickly learn our ordering system
Industrial sales / distribution experience, preferred
Service center experience, preferred
ERP / SAP experience, a plus

241

Customer Service Manager Resume Examples & Samples

BS degree preferred or 3+ years minimum Customer Service/Sales management environment
Ability to communicate clearly; including written and verbal communications
Utilizes good judgment
Assertive
Consistent
Leader
Maintain a clean and orderly work area
Report to work fit for duty and not affected by alcohol, drugs, medications or other harmful influences

242

Customer Service Manager Resume Examples & Samples

Bachelor’s degree in Business or technical field
Preferred Master’s Degree – MBA
Direct and/or functional management experience managing others
Demonstrated experience successfully leading Customer Service teams and processes
Result-oriented with strong written and oral communication skills
Demonstrated ability and analytical skills to evaluate and improve business processes
Strong leadership ability; Self-motivated
Ability to manage competing priorities in a matrix organization
Ability to build effective teams through coaching and collaboration

243

Customer Service Manager Resume Examples & Samples

Effectively develop and manage close business and personal relationships with the assigned customers
Identify customer requirements in order to develop appropriate solutions
Execute "Resolve Customer Issues" process for resolution of all Customer Support related issues and overview for resolution for all other customer issues. Responsible for customer communication.-
Provide the customer with an authoritative point of contact on all issues related to the operation of products and the supply of services
Ensure Rolls-Royce provides consistent and coordinated support to the customer
Drive achievement of customer satisfaction to targets
Provide administrative management to the in region Field Services Team
Manage and direct field resources in support of customer and business requirements
Provide direction and leadership in support of customer readiness for the receipt of products
Provide direction and leadership in support of new product introduction
Effectively manage operational customer relationships
Identify opportunities to sell services
Provide customer input to the business forecasting process
Responsible for Key Account management
Degree qualified or equivalent experience
Proven leadership in a multifunctional and multicultural customer facing environment with people management or supervisory experience
A good understanding of airline operations and Rolls-Royce aero engines & services is essential, Good understanding of RR products will be advantageous
Project management skills, building and maintaining relationships, commercial awareness, key account management and the ability to work and stand alone
Management of deliverables to customer with budget responsibility
Demonstrable Customer focus with experience in a customer facing role

244

Customer Service Manager Resume Examples & Samples

Work with the management team to instil customer advocacy within the company
Develop the Customer Service function to provide outstanding customer service/support to our global customer base
Develop and install systems and processes within the group and ensure these systems and processes are documented, understood and implemented on an ongoing basis
Communicate with customers and other company functions (i.e. Sales, Quality, Engineering, Production) to fully understand customer requirements
Serve as the voice of the customer during meetings and interactions with other departments
Have ownership for the Demand cycle of S&OP process and ultimately the Galway Budget annually
Manage the Weekly / Monthly and Quarterly LBE process
Provide the organisation with the latest market intelligence on changes in demand in a timely manner to enable the business to make the necessary operational decisions
Support the Month end reporting process through provision of financial and root cause information
Customer Service will cover but not be limited to the following areas:-

245

Customer Service Manager Resume Examples & Samples

Leading and managing a COE team of 50+ CSS Administrators
Supporting the staffing process of the team
Setting and achieving Customer Service department goals and results and ensuring adherence to organizational procedures, policies, and systems
Assigning and directing the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling
Establishing and maintaining quantity and quality standards by developing and ensuring compliance with all customer service and process standards through reviews, observation audits and reports. Providing direct and timely feedback to all staff on the results
Set up and establish communication channels and hand off points between COE and local office support to ensure smooth two way interfaces
Analysis of statistics & other data to determine the level of customer service provided and providing reporting of key performance indicators
Perform any other reasonable tasks aimed at improving quality and service delivery within the Company
Responsible for all aspects of the day to day, tactical & strategic operations of the site
Directing all aspects of administration and productivity
Ensuring all employees have a safe work environment
Involvement in & support of SAP CP/S deployment and enhancements
4 to 7 years directly related experience, 3 years of which must have been in responsible leadership position
Experience in a multi discipline team
Experience in reviewing and redesigning of processes
Ability to create a work environment which encourages & recognizes individuals, developing high performing teams through leadership & example
Ability to focus on delivery of an excellent customer support and service whilst working under diverse pressures
Ability to interact with a wide variety of customers (internal and external) at various levels and in various countries
Is able to prioritize actions, mobilize and orchestrate resources to get things done timely and effectively
Demonstrates an ability to understand customer requirements and priorities to make the right business decisions
Optimize people performance and streamline processes
Budget setting & control
Leadership and team building skills
Oral & written Communication at all levels
Sound judgment, problem solving & appropriate decisiveness
Sound Honeywell businesses knowledge
Has an understanding of the marketplace and general business environment
Knowledge of HR related practices, such as performance evaluation, recruitment, etc
Knows the overall key business objectives and goals
Understands the importance of health and safety in the workplace
SAP/Siebel knowledge a plus

246

Customer Service Manager Resume Examples & Samples

Bachelor’s degree (additional years of related experience may offset degree requirement)
5 years of customer service or sales experience
Knowledge of logistics (rail, barge and truck)
Knowledge of crop nutrient products, usage and supply sources
Bachelor’s degree in Business or Accounting

247

Customer Service Manager Resume Examples & Samples

Develop an understanding of and sound working relationships with key representatives of the client and all key suppliers/service providers to the site
Understand the operational and technical requirements of the site
Provide reporting data and execute all Jones Lang LaSalle (JLL) and client audits and key performance indicators
Regularly interact with appropriate Client Manager/contacts to discuss service delivery and forward planning
Liaise closely with the client on-site representatives to address problems and/or enhance working environment performance and meet at regular intervals
Clearly document and communicate all client expectations to the balance of the Facility Management team
Ensure that current contracts are managed and maintained to provide necessary supplies and services per defined scopes of work and costs
Work collaboratively with facilities team colleagues (Operations, moves, projects, occupancy planning) both within the client account and in the wider JLL network
Lead initiatives to ensure smooth running of meetings and/or special events at the site
Ensure site occupancy metrics and layouts are being updated in the system
Assist with critical out-of-hours issues and participate as a key team member in emergency situations
Manage parking space requirements and overall roadway and parking lot maintenance
Assist in conducting asset audits and maintain asset inventories per client requirements
Promote the Employee Experience culture at the property. Assume Lead Ambassador duties including the oversight of the Floor Ambassador Program, Facility Pop Ups and Road Shows, and coordinating the Customer Focus Groups
Five years of background experience in facilities management
Excellent interpersonal skills to work with a diverse range of service providers and client representatives
Strong written, oral and presentation communication skills
Leadership and negotiation skills
Effective team work and conflict management and client service
Solutions. Ability to learn from successes and mistakes
Ability to prioritize and manage tight timeframes
Highly motivated and willing to go the extra step
Excellent PC skills, proficient in Microsoft Word, PowerPoint, EXCEL, and Outlook

248

Customer Service Manager Resume Examples & Samples

Follow all policies and procedures related to cash, credit, check, refund and return policies. Works with the management team to react to customer service issues, customer complaints, and/or business opportunities
Conduct and participate in routine express automotive services, including tire mounting, balancing, rotations, and repair; oil changes, fluid top-offs, lubrications, filter and bulb replacement; battery installation, starting and charging system testing; cosmetic car services, and thorough vehicle inspection
Primary driving force behind the implementation and constant execution of safety procedures, ensuring wheel torque and oil/fluid services are performed per standard operating procedure directives
Must have basic knowledge and understanding of mathematical concepts such as addition, subtraction, multiplication, division, percentages, and fractions. Ability to apply mathematical formulas to calculate commissions and discounts

249

Customer Service Manager Resume Examples & Samples

Limited to quality, quantity, productivity and attendance
Direct and coordinate activities concerned with the operation of customer service within the company guidelines and policies. Ensure both the client Key Performance Indicators and expectations are met
Manage efficiency by staffing customer service to meet the fluctuations in customer demands and programs
Recruits, hires, trains and retains associates
Coordination of information between internal departments to ensure that all client and company goals are being attained
Previous experience managing direct reports
Document Management Industry experience
At least one year supervisory experience preferred; or equivalent combination of education and experience
PC and MS Office Software skills

250

Customer Service Manager Resume Examples & Samples

Bachelor of Arts or Bachelor of Science degree (BA/BS) in; Mechanical, Aerospace, Industrial Engineering or a related equivalent degree, coupled with 6-10+ years’ experience
SAP (MRO Solutions)
Microsoft Office Suite: Outlook, Word, PowerPoint, Excel
ITC focal training to at least the process focal level is required for this role, preferred candidate will be a trained JCL2 or higher

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Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

Customer Service Manager Resume Examples & Samples

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