Customer Service Manager

Responsibilities

• Coordinates schedules of all customer service staff, ensuring they do not work more than 48 hours weekly.
• Ensures all incoming phone calls are answered in an expedient manner.
• Verifies all departments are supplying satisfactory back-up.
• Sorts and distributes all incoming faxes or ensures someone else handles it.
• Reviews all incoming eBuy orders, mailed-in orders, and internet orders, paying special attention to duplicate orders.
• Verifies that all new orders are entered into Customer Service software correctly by the staff.
• Ensures all return-replacement requests are handled properly with professional attention to detail.
• Verifies that all status requests are entered properly with an "S" and the "Status" report is printed and reviewed daily.
• Follows up to ensure statuses are answered within 24 hours and customers are called.
• Distributes all follow-up reports on a daily basis.
• Reviews daily sales report for accuracy.
• Replies to inquiries or questions emailed to the PPU website.
• Ensures late orders (over 2 weeks) are called.
• Resolves problems on any status that has not been answered.
• Verifies that any status not found in the system has not been entered before informing the customer.
• Reviews customer surveys and calls all disgruntled customers personally.
• Ensures customers are called and problems resolved on any new orders unable to be processed by accounting or purchasing.
• Returns orders to the appropriate person for immediate processing.
• Reviews, sorts, and tabulates orders daily.
• Reports sales figures for all companies to the President daily and weekly.
• Contacts all customers personally with major service problems.
• Trains staff in all areas of customer service, including Customer Service software.
• Ensures every Customer Service Representative is properly trained on all catalogs.
• Trains and reminds staff to get key codes and email addresses from customers and ensures they are noted on orders.
• Administers the phone system, including reviewing all phone records and providing employee phone records to the appropriate supervisor for evaluation.
• Provides back-up to all companies in both customer service and answering phones.
• Assists the Human Resources Manager in the interviewing and hiring process of new staff.
• Completes other projects or duties as assigned.