Service Manager

About the Role

Responsible for managing the Service Department team of specialists, ensuring sales support service standards are maintained and customers receive quality product and excellent customer care.

Responsibilities

• Oversee the service technicians’ and customer support agents’ daily functions including phone availability, order processing, and account management.
• Develop, implement, and maintain departmental procedures, policies, and standards.
• Manage support team’s workload, communication, and implementation of operational changes to increase efficiencies.
• Analyze data to determine the company’s level of customer service, define targets, and track performance to ensure visibility and quality customer service.
• Improve customer service experience worldwide through data analysis, process improvement, agent development and deployment, and by implementing industry best practices.
• Mentor and develop service technicians and foster a collaborative and engaged environment.
• Take ownership of critical customer issues and follow through to completion.
• Perform other related duties as assigned by management.

Supervisory Responsibilities

• Directly and/or indirectly supervises employees.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws, including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Skills & Expertise

• Computer skills: Inventory Software, Microsoft Office, Payroll Systems, Project Management Software.
• Knowledge of export regulations and documentation requirements.
• Knowledge of mathematics and basic statistics, including use of Excel for performance tracking.
• Excellent customer service skills, including phone etiquette and email correspondence.
• Firm commitment to excellence and high standards.
• Proven excellence in teambuilding and leadership skills; able to enhance team productivity and standards of work produced.
• Excellent verbal and written communications skills, including the ability to listen attentively and communicate information clearly and effectively.
• Interpersonal influence; able to collaborate and work closely with other departments and leadership.
• Excellent problem-solving, process analysis, and improving business practice skills.
• Outstanding time-management skills with proven ability to manage multiple projects at a time while meeting deadlines.
• Good judgment skills with the ability to make timely and sound decisions.
• Detail-oriented and highly organized with the ability to prioritize duties and responsibilities.
• Self-motivated, resourceful, and adaptable; able to work independently within a team-focused environment.
• Strong personal desire for improvement and the ability to motivate others to be better.
• Proficient with Microsoft Office 365 software; SAP experience preferred.