Job Summary
The Customer Service Manager will ensure a superior customer experience, help lead our Customer Service Representatives, by coordinating the following leadership responsibilities: Provide training, development, quality monitoring, and conduct regular one-on-one meetings with customer service representatives. The manager creates urgency around providing great customer service with creativity, accuracy, ownership, caring, and thorough follow-through in making and keeping appropriate commitments with our customers (internal and external). Looks for opportunities to involve teammates in creative solutions while increasing team engagement, individual investment, and engendering team success. Ensures that feedback, materials, and all other needs are met or coordinated with the proper individuals/departments in a timely fashion. Motivates and supports others in meeting and/or exceeding their personal, client-driven, and organizational goals.
Essential Functions
- Be the champion of the customer experience, ensuring customer needs, satisfaction, andlong-term success are the top priority in every interaction and decision.
- Prioritize the success and well-being of Blendtec customer services agents by providing cleardirection, ongoing feedback, and professional development opportunities that strengthenindividual and team performance.
- Lead the customer service team 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.
- Utilize CRM insights and AI technologies to monitor key metrics, identify emerging trends, and develop recommendations that drive continuous improvement and organizational growth.
- Plan and lead customer service objectives by developing strategic plans and priorities; 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.
- Resolve customer escalations through active listening, thoughtful problem-solving, and promptfollow-through to ensure a positive customer experience.
- Meets customer service financial objectives by forecasting requirements; preparing an annualbudget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Determine customer service requirements by maintaining contact with customers; benchmarkingbest practices; analyzing information and applications.
- Improve customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- Maximize customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings and new techniques; detecting and diagnosing network problems.
- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Minimum Qualifications
- Knowledge of customer service/sales support practices.
- Exceptional interpersonal and writing skills for communicating both internally and externally.
- Ability to collect, analyze, and report out on collected data.
- Use and knowledge of customer service software, CRM, and other business intelligence, including AI.
- Manage complex operational issues and identify the impact on business development and operational service delivery.
- Development and management in a customer service context, with a proven track record and managing and implementing change.
- Management of activities in a heavily multi-tasking environment.
- Managing and motivating employees- including setting objectives for staff development.
- Collating and presenting information for management purposes.
- Leadership and coaching skills.
- Organizational skills are required to set up systems and processes, being able to prioritize Customer Service workload.
- Demonstrate an understanding of IT issues and uses of IT in managing innovation and change.
- Evidence of continuous professional development.
Education/ Experience
- Bachelor’s Degree in Business or related field.
- 8-10+ years’ experience in Customer Service, including management.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Sit for more than 6 hours per shift
- Ability to fully use hands
- Reach with hands and arms
- Talk and/or hear
- Stand for up to 4 hours at a time regularly
- Walk or move from one location to another
- Periodically may need to climb, balance, stoop, kneel, or crouch
- Lift and/or move up to 10 pounds regularly and up to 50 pounds occasionally