Job Description

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Reasonable accommodation may be provided, upon request, to enable individuals with disabilities to perform the essential functions.

• Supervise and motivate the customer service team to achieve performance goals and deliver exceptional service.
• Provides ongoing coaching, guidance and support to team members, fostering a culture of excellence and continuous improvement.
• Establishes goals and metrics to measure the team's performance and the effectiveness of the customer service functions.
• Takes a hands-on approach to manage more direct or critical customer issues and accounts, ensuring resolutions that uphold service excellence.
• Develop and implement customer service strategies and initiatives that support overall objectives and enhance customer satisfaction.
• Identifies training needs within the team and implements programs to address skill gaps, enhance service delivery, and keep staff updated on product knowledge and service techniques.
• Analyze customer feedback to understand service gaps, customer needs, and opportunities for improvement. Implementing change based on insights.
• Directs cross-functional collaboration efforts with departments such as sales, marketing, quality and operations to ensure a cohesive approach to customer service.
• Prepare and present reports on customer service metrics, trends, and team performance to management.
• Drives cost-saving initiatives among CSRs and proactively identifies opportunities for efficiency improvements within their own responsibilities.
• Perform the complete Order-to-Cash tasks of a Customer Service Representative while maintaining responsibility for 2–3 clients, to continuously understand, current and future applications of our systems
• All other duties as assigned