Customer Service Manager
Job Overview
The Customer Service Manager is responsible for leading the customer service team to ensure exceptional support for customers while maintaining efficient order management and communication processes. This role serves as the primary liaison between customers, sales, production, planning, shipping, and quality departments to ensure customer requirements are met and customer satisfaction is maintained.
Key Responsibilities
Customer Relationship Management
- Develop and maintain strong relationships with customers.
- Serve as the primary escalation point for customer concerns, complaints, and service issues.
- Ensure prompt resolution of customer inquiries regarding orders, delivery schedules, pricing, and product information.
- Monitor customer satisfaction metrics and implement improvement initiatives.
Team Leadership
- Lead, coach, train, and develop customer service representatives.
- Establish performance goals and conduct regular performance evaluations.
- Manage staffing levels and workload distribution.
- Foster a culture of accountability, teamwork, and continuous improvement.
Order Management
- Oversee order entry, order processing, and order fulfillment activities.
- Ensure order accuracy and timely processing.
- Cook up with production planning and logistics teams to meet customer delivery requirements.
Cross-Functional Collaboration
- Partner with Sales, Production, Supply Chain, Quality, and Shipping departments to resolve issues and improve customer experience.
- Communicate production delays, inventory shortages, and shipping updates to customers.
Reporting and Analytics
- Track and report KPIs including: Customer Satisfaction Scores, On-Time Delivery, Order Accuracy, Customer Complaint Resolution Time, Backorder Levels, Customer Retention Metrics.
- Prepare management reports and recommendations.
Qualifications
Education:
- A degree or related field preferred.
Experience:
- 5+ years of customer service experience.
- 2+ years of supervisory or management experience.
Skills:
- General knowledge of manufacturing processes, production scheduling, and supply chain operations.
- Excellent communication, leadership, and problem-solving skills.
- Experience or knowledge of Microsoft Excel and reporting tools.
Physical Requirements
- Ability to work in both office and manufacturing environments.
Company Overview
FXI is a leading producer of foam innovation in the Bedding, Furniture, Industrial, Home & Office, Healthcare, and Transportation markets. We have made it our mission to provide tailored solutions that delight our customers and consumers. With our corporate headquarters, high-tech research and development facility, and multiple manufacturing locations in North America, FXI has built a culture of innovation and achievement that is recognized by customers, suppliers and peers. Our products include finished goods, sub-assemblies, services, and raw materials for OEMs, fabricators, and retailers. You will find FXI's foam innovations inside, around, and under yourself in countless applications. Everywhere foam goes, FXI's innovations lead the way!