Manager of Customer Service

Key Responsibilities

• Organize and manage the customer service team to handle incoming inquiries from external and internal customers.
• Identify opportunities to deliver more comprehensive service offerings to customers.
• Oversee the contracts process and ensure timely response to customers working with the contracts team.
• Manage internal credit reviews and coordinate approvals with relevant stakeholders.
• Team Leadership and Development: Manage, coach, and develop customer service and collections employees.
• Define roles and responsibilities within the team to enhance customer relationships and support the sales team.
• Set and manage annual objectives and performance of the team.
• Process Improvement: Review operational processes related to customer service and collections while identifying opportunities for improvements.
• Collaborate with cross-functional teams, including marketing, finance and IT for process improvement initiatives.

Qualifications

• 10+ years of experience in Supply Chain and Logistics industries.
• Bachelor's degree.
• MBA – Operations Management.
• Experience managing teams.
• Excellent verbal and written communication skills, including solid working relationships with customers and partners.
• Strong organizational skills with a strong attention to detail and ability to multitask.
• Strong interpersonal skills.
• Process-oriented with a passion for developing best practices.
• Solid computer skills, including Word, PowerPoint and Excel.