Customer Service Manager Job at firstPRO, Inc, Hatfield, PA

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  • firstPRO, Inc
  • Hatfield, PA

Job Description

Key Responsibilities:

  • Team Leadership: Supervise and mentor the customer service team, fostering a positive and productive work environment. Lead and motivate the customer service team to provide exceptional service to customers
  • Customer Relationship Management: Develop and maintain strong relationships with key clients, addressing their needs and resolving issues promptly.
  • Service Operations : Oversee daily customer service operations, ensuring timely and accurate order processing, delivery, and after-sales support.
  • Performance Monitoring: Track and analyze customer service metrics to identify areas for improvement and implement corrective actions. Set clear team goals and Key Performance Indicators (KPIs)
  • Process Improvement: Lead initiatives to streamline customer service processes, enhance efficiency, and improve overall service quality. Develop and implement customer service policies, procedures, and standards.
  • Training and Development : Provide ongoing training and development opportunities for the customer service team to ensure high performance and professional growth. Maintain a deep understanding of company products and services to provide accurate information to customers
  • Collaboration : Work closely with sales, production, and logistics teams to ensure seamless service delivery and customer satisfaction. Coordinate with other departments to resolve issues impacting customer service.
  • Complaint Resolution : Handle escalated customer complaints and issues, ensuring satisfactory resolution and maintaining positive client relationships.
  • Reporting: Prepare and present regular reports on customer service performance to senior management.

Qualifications:

  • Minimum of 5 years of experience in customer service management, preferably in the manufacturing or construction sector.
  • Proven work experience as a Customer Service Manager
  • Excellent knowledge of management methods and techniques
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Ability to analyze data and generate actionable insights.
  • Strong problem-solving skills and a customer-centric mindset.

Job Tags

Work experience placement,

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