Customer Service Manager

Position Description

Improve customer service experience, create engaged customers and facilitate organic growth
Listen to customer feedback, take ownership of the issues and follow through to resolution
Have a bias for action, set a clear mission and deploy strategies focused on that mission
Develop service procedures, policies and standards which scale as the system is updated
Keep accurate records and document customer service actions and discussions
Coordination of the supply chain related to Spare parts and emergency components
Coordinate with Account and Sales Managers regarding pricing and sales strategies
Be data driven, analyze statistics and compile accurate reports
Manage day-to-day operational aspects and client interaction
Recruit, mentor and develop team and nurture an environment where they can excel through encouragement and empowerment
Keep ahead of industry’s developments and apply best practices to areas of improvement
Control resources and utilize assets to achieve qualitative and quantitative targets
Adhere to and manage the approved budget
Maintain an orderly workflow according to priorities
Ensure the department is following company policies and procedures
Apply continuous improvement to Mujin's service processes and identify areas for process improvement
Read and interpret mechanical, electrical, electronic, etc., prints and other related technical documentation

Requirements

• BS degree in Business Administration or 6+ years in a related field plus:
• Five (5)+ years proven working experience as a Customer Service Manager or Assistant Manager in a similar field.
• Three (3)+ years people leader experience
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases, and tools
• Customer service orientation

• Awareness of industry’s latest technology trends and applications
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills

Qualifications

• Ability to communicate effectively across different departments and leverage a cross-functional organization

Benefits

• Travel Requirement: Up to 40%
• Ability to maneuver 20 lbs without assistance
• Ability to walk, stoop, bend and lift
• Prolonged periods of sitting at a desk and working on a computer
• Ability to work extended hours as required

Schedule

• Not specified

Pay

• Not specified