Customer Service Manager

Location: New Brunswick, NJ
Date Posted: 05-01-2018
Brief Posting Description 

Leads, directs, and executes day-to-day operational objectives of one or more supervisors, and in some instances, directly manages activities of other exempt and non-exempt employees. Directs and coordinates customer service staff in providing excellent customer service for products and services offered.

Detailed Description 
  • Ensures compliance to policies and procedures related to customer service.
  • Develops and monitors appropriate measures for customer service performance, including service level, order entry accuracy, calls abandoned, average talk time, occupancy, and productivity.
  • Manages people and processes to ensure customer interaction is handled correctly, timely, and with a sense of urgency.
  • Manages customer service associates.
  • Analyzes report findings and recommends response to complaints, considering nature and complexity of complaints, requirements, and actions of subordinates to ensure settlements are made correctly.
  • Develops, nurtures, and grows a focused and motivated team of people with common goals and a strong sense of interdependence for success.
  • Represents management to internal and external constituencies with high degree of professionalism and a focus on continuous improvement, while exhibiting and providing an example to others of our shared values of integrity, customer interests first, mutual support, respect for individuals, creativity and diversity.
  • Works with inside sales in handling of quotations, expediting shipments, providing price and delivery information.
  • Coordinates with purchasing in expediting shipments from manufacturers.
  • 2 years directly related training or experience required
We offer an excellent base salary, complete benefits package and relocation assistance.
For immediate consideration, please submit a recent resume in MS Word format in addition to a brief cover letter with salary expectations.

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