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Company:
Carry On Trailer
Category:
Customer Services
Posted: June 29, 2024
Job Location COT GA - Lavonia, GA
• POSITION SUMMARY
•
We are looking for an enthusiastic customer service leader who has a passion for delivering winning results in a fast-paced organization. The Customer Service Manager is responsible for providing effective customer service for allinternal and external customers by using their in-depth knowledge of the company, products and programs. The CS Manager will be responsible for managing the receipt and handling of all inbound customer communication to ensure the highest quality customer experience with quick resolutions. He/she should have experience in customer communications in all forms (in person, phone calls, email, etc.). The CS Manager will need to be comfortable working in a results-oriented company. Also, the team member should be able to clearly articulate how he/she can support the companys efforts to improve from good to great.
• LOCATION:
• Lavonia, GA
• DIRECT REPORTS:
• Customer Service Agents
• Develop and execute a customer service vision and plans that aligns with the companys strategy
• Processes customer warranty requests, returns, order status inquiries, product knowledge requests and other questions according to established department policies and procedures
• Ensure customer complaints are researched and answer questions; consult internally to ensure complaints are resolved within 24 hours
• Partners with the sales team to meet and exceed wholesale and retail customers service expectations
• Lead a data driven Customer Service team through developing a daily, weekly, monthly dashboard to ensure the effectiveness of the CS efforts
• Support and collaborate with other team members on marketing initiatives, various campaigns and ad hoc projects and requests
• Manage the execution of CS projects on-time and at an exceptional level of quality
• Collaborate with the management team across the company and customers to establish inside sales benchmarks
• Improve the customers experience in a manner that generates an upper quartile Net Promoter Score
• Review customer service patterns to make suggestions regarding additional opportunities to improve quality and customer satisfaction
• Proactively provide support internally to sales and others regarding customer concerns
• Develop initiatives to increase customer satisfaction. Manage and routinely report on the initiatives to ensure successful implementation and that we are on track to meet expectations
• Develop teams product knowledge to ensure ability to specify and recommend products to customers
• Effectively communicate with the management team across ATW as well as with wholesale and retail customers
• B.S. degree or equivalent experience/education combination in Communications or Business
• Preferably has experience with an industrial product
• Minimum of 10-years of related experience
Associated topics: customer service team manager, director, guide, guidance, lead, leadership, manager, monitor, product support, team manager
Read the full job description and apply online on the recuiter's web-site
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