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.
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.
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.

Position 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.

Cherry on Top!

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

Physical Demands/Work Environment

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

Application Instructions

This role is NOT ELIGIBLE for sponsorship.

Equal Employment Opportunity

Mujin is proud to be an Equal Employment Opportunity employer.