Customer Service Manager - Remote - West Region

Responsibilities

• Partner effectively with Senior Leadership and all NELLC functional teams to provide increasingly positive customer relationships
• Conduct ongoing customer needs analysis, and research of customer requirements
• Define and communicate customer service standards
• Develop and implement customer service policies and procedures
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Direct the daily operations of the customer service team
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints
• Regularly contact customers to ensure customer satisfaction and timely resolution of any issues
• Track customer complaint resolution
• Aid in customer problem escalation, providing critical overview perspective
• Monitor accuracy of reporting and data base information
• Analyze relevant data to determine customer service outputs, trends etc.
• Identify and implement strategies to improve quality of service, productivity and profitability
• Liaise with company management to support and implement growth strategies
• Cook up and manage customer service projects and initiatives
• Ensure budget requirements are met
• Evaluate and performance manage staff
• Identify and address staff training and coaching needs

Qualifications

• In-depth knowledge of customer service principles and practices
• Organizational skills for planning, decision-making and executing with excellence
• Skilled in developing standards and process improvement
• Excellent verbal/written competencies and overall communication effectiveness
• Strong interpersonal skills with the ability to lead and work within a team structure
• Ability to learn and build upon industry specific information for future professional growth
• Excellent computer skills, with an in-depth knowledge of Microsoft, Word, Excel, and PowerPoint, and CRM systems proficiency a plus
• Transportation Industry experience a plus
• Relevant BS/BA degree preferred