Customer Service Manager
POSITION SUMMARY:
The Customer Service Manager is responsible for overseeing the daily activities of both the customer service and customer care center departments. This person ensures customer orders are processed in a timely manner with required follow up execute as needed. The Customer Care Center team is responsible for responding to customer inquiries regarding products and usage. Both departments are to ensure the highest levels of customer service, brand loyalty, company messaging are devoted to the customer. The position Interacts with Sales, Marketing, Operations, Finance, IT and outside customers.
SUPERVISORY RESPONSIBILITIES:
1. Oversee daily activities and employees of the department
2. Approve weekly timecards and send to Payroll
PRIMARY DUTIES & RESPONSIBILITIES:
1. Interacts and collaborates with KPFG Sales, Operations, Marketing, Finance, IT and other departments as required
2. Responsible for ensuring all pricing and off-invoice promotions are set up in computer
3. Generate and Execute Broker Appointments and Terminations and reflect in system
4. Process monthly Brokerage reports and payments for CPG and PNS
5. Insure all required documentation is submitted for month end close
6. Prepare Confidentiality Agreements and Letters of Guarantee
7. Request Certificates of Insurance when needed
8. Assist in the completion of Vendor Information Packets
9. Insure that all new contracts and legal documents have been approved by the Legal Department
10. System administrator for Astute system
11. Meet with stakeholders to create process flows for routing contacts through Astute system
12. Create reports to track nature of contact and distribute to management
13. Conduct product training with team
14. Escalate critical issues to senior management team as necessary
15. All other duties as assigned
CORE COMPETENCIES:
Problem solving, Priority setting, Time Management, Business Acumen, Conflict Management, Customer Focus.
EDUCATION & QUALIFICATIONS:
1. Bachelor’s degree or higher education preferred
2. Ability to work in a fast paced, multi-tasking environment
3. Strong attention to details, follow up skills, and sense of urgency
4. Proven ability to manage and motivate a team
5. Ability to maintain good relationships with staff and customers
6. Demonstrated experience of decision-making in accordance with requirements
7. Computer skills/knowledge – ability to navigate through software applications
EXPERIENCE:
5+ year’s work experience in an office setting with a focus on customer experience and management experience.
TRAVEL:
Less than 5%