Job Description

About the Role

The Manager, Customer Service is a key strategic and operational leadership role responsible providing solutions and support to customers, develop team competences and skills, drive continuous improvement, development of operational requirements, process and technology to achieve customer satisfaction with optimal cost to the organization.  The Customer Service Manager is also responsible for identifying trends from the data, to drive culture, process and performance improvements and efficiencies to benefit the customer and our teams, who typically deliver customer interactions across multiple channels (Front and Back office. Telephone. Email. Online. Live Chat. Video, Social Media. Correspondence.)

What You Will Do

Be a change agent: Improve customer service quality by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results.

Analyze and streamline processes to measure and manage operating costs. Improve existing product quality feedback loop to ensure product issues are communicated to the engineering/manufacturing/quality teams efficiently

Strategically lead and develop a team to enhance performance by setting clear accountable performance measures

Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets, reducing the overall cost of service

Create a culture and processes which achieve the business goals and objectives with regards to their customer service;

Improve NPS (Net Promoter Score), CSAT (Customer Satisfaction), or other Customer Metrics.

Empower and Engage the Customer Service Team

Improve case resolution

Identify new tools and technologies to better serve the customer

Drive better sales through service

Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Senior Stakeholder Peers.

Act as the Voice of the Customer across the organization.

Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.

Continually develop improvements and embed successful change projects.

Drive quality and consistency in the process, customer interactions and products

Handle customer escalations.

KPI tracking and continuous improvement development

Manage reverse logistics operations

         What is Nice to Have

Bachelor’s Degree in Business, Supply Chain or other degree or equivalent experience in Customer Service

Ability to manage complex situations and 5+ years of direct supervisory experience
What You Need

Experience of managing operational customer service teams

Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.

Proven Management and/or relationship management experience

Established track record of exceeding targets, KPI’s SLA’s

Able to interpret data and develop strategy to drive improvements.

Demonstrate ability to motivate and communicate with others at all levels

Influential relationships skills. Able to use these relationships to deliver service improvements

Excellent communication and negotiation skills.

Able to adapt and succeed in a changing environment

          What Makes You Eligible

Willingness to work in an office in Richardson, TX.

Willingness to work across multiple time zones when needed.

Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen