Customer Service Manager
VersaDesk · Los Angeles, CA · 2 wk ago
On-siteEducation$70k–$80k/yrFull-time
Key Responsibilities
- Order Management & Logistics
- Review and process incoming customer purchase orders and contracts for accuracy, pricing, and feasibility.
- Cook directly with the production and shipping/logistics departments to ensure on-time delivery of manufactured goods.
- Manage inventory inquiries, lead times, and backorders, ensuring proactive communication with clients regarding any delays.
- Team Leadership & Development
- Lead, train, and mentor the Customer Service Representative (CSR) team.
- Set departmental goals, track performance metrics (e.g., response time, order accuracy), and conduct regular performance reviews.
- Foster a collaborative and positive work environment while handling escalated customer complaints with diplomacy.
- Cross-Functional Collaboration
- Act as the primary liaison between external customers and internal departments (e.g., Sales, Production, Quality Assurance).
- Initiate and manage Customer Complaint Reports (CARs), ensuring root causes are identified and addressed.
- Provide feedback to the leadership team based on customer trends, product feedback, and market demand.
- Process Improvement
- Develop and maintain customer-specific work instructions and service policies.
- Identify areas to streamline order-to-cash processes, reduce order entry errors, and implement CRM/ERP system improvements.
- Experience: 3–5 years of progressive customer service experience, with at least 2 years in a supervisory role. Background in manufacturing, supply chain, or industrial environments is highly preferred.
- Education: High School Diploma required; Associate’s or Bachelor’s degree in Business Administration, Operations, or a related field is a plus.
- Technical Skills: Proficiency with ERP/MRP software (e.g., SAP, NetSuite, Oracle) and CRM platforms. Strong working knowledge of MS Excel and Google Suite.
- Soft Skills: Exceptional problem-solving skills, high attention to detail, and the ability to multitask in a fast-paced environment.
- Salary: $70,000 – $80,000 (Based on experience)
- Benefits: Comprehensive health/dental/vision insurance, 401(k) with company match, and paid time off.