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Customer Service Manager

Company: Atlas Sand
Location: Austin
Posted on: January 13, 2018

Job Description:

Job DescriptionCustomer Service ManagerThe Customer Service Manager role is responsible for ensuring exceptional external and internal customer satisfaction. This includes but not limited to managing the customer service team, ownership and execution of the order to cash process, driving and leading Customer Service metrics, ad hoc management of potential customer issues and driving cross functional business solutions.Responsibilities:· Strong managerial skills to be able to prioritize real time commitments, long term process improvement, and shorter-term initiatives· Supervise the day-to-day operations of Customer Service Representatives in the performance of their responsibilities, ensuring process compliance and responsiveness to customer requirements.· Ownership of team development, succession planning, people and career development and performance management.· Oversee the development and implementation of an optimized process workflow to drive efficiency and effectiveness.· Establish and maintain internal network of commercial and operations contacts to ensure coordination with business sales strategy. Partner with Sales and Supply Chain team to ensure accurate understanding of VOC· Develop and maintain key performance measures for Customer Service functional area· Collaborate closely with other managers and team leaders within department to ensure strong service culture, idea sharing, and customer support.· Represent voice of customer care on key initiatives including but not limited to system changes/upgrades, process changes, major customer integrations, acquisitions, ERP implementations, etc.· Demonstrate successful track record of change management and continuous improvement. Able to instruct, mentor, and develop change agents within department.· Proactive relationship management with accounts to maintain overall customer relationships Required Skills and Qualifications:· Four-year degree required· Minimum of 4-5 years of supervisory or leadership experience required.· Proven leadership skills – including the ability to negotiate and resolve issues across multiple organizations within the business· Proven history of managerial expertise – including the ability to lead by example, navigate conflict resolution, motivate, mentor and coach· Strong demonstrated communication, time management, and problem-solving skills· Excellent project management and communications skills to direct internal teams· Proficiency with Windows and MS Office Suite required. ERP and CRM navigation experience preferred.

Keywords: Atlas Sand, Austin, Customer Service Manager, Hospitality & Tourism, Austin, Texas

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