CUSTOMER SERVICE MANAGER
Company
Gerdau North America
Published
2023-03-11
Closes
Location
TAMPA, Florida, United States
Category
Sales and Marketing
Type
Full-time
Description
BASIC FUNCTION (Primary Purpose):
Manage and lead customer service team to help optimize fulfillment of orders and customer service satisfaction. The primary purpose of this job is managing the team, providing leadership and direction, and oversight of his/her respective product and area.
Primary Duties & Responsibilities:
%
Description of duty/responsibility
10%
Analyze and review reports on orders and customer service to help identify and prevent issues and opportunities to help lead the team.
20%
Manage and develop team members - coaching, training, mentoring, performance management, hiring, career and succession planning, etc.
15%
Managing, resolving and approving customer complaints- providing feedback to team members for development opportunities and increasing customer satisfaction.
40%
Provide proactive and reactive fulfillment management oversight to ensure product availability, balancing inventory with sales, identifying opportunities across the team/product line to optimize order fulfillment. This is accomplished through managing team members and his/her work. Make recommendations and work cross-functionally to elevate fulfillment issues for approval. Coordinates with S&OP, Sales, Production, etc.
15%
Participate and provide leadership in special projects related to customer service, sales, fulfillment and related areas.
Scope (brief description) :
Manage a team of Customer Service Reps and Fulfillment analysts - at a product / group of customers level
Supervisory Responsibilities & Reporting Structure :
Qualifications and Educational requirement(s):
Four year degree required and 5+ years of customer service, sales, order management or related experience required; previous people management experience strongly preferred
Skills include: Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing Information , Developing Standards, Developing team members, Order management
Metrics for success:
(what metrics will this position be measured on for performance and held accoutable for? Must be able to be measured and reported on. Top 3-5 metrics)
Revenue Customer Satisfaction Lost sales Capital employed/revenue
Manage and lead customer service team to help optimize fulfillment of orders and customer service satisfaction. The primary purpose of this job is managing the team, providing leadership and direction, and oversight of his/her respective product and area.
Primary Duties & Responsibilities:
%
Description of duty/responsibility
10%
Analyze and review reports on orders and customer service to help identify and prevent issues and opportunities to help lead the team.
20%
Manage and develop team members - coaching, training, mentoring, performance management, hiring, career and succession planning, etc.
15%
Managing, resolving and approving customer complaints- providing feedback to team members for development opportunities and increasing customer satisfaction.
40%
Provide proactive and reactive fulfillment management oversight to ensure product availability, balancing inventory with sales, identifying opportunities across the team/product line to optimize order fulfillment. This is accomplished through managing team members and his/her work. Make recommendations and work cross-functionally to elevate fulfillment issues for approval. Coordinates with S&OP, Sales, Production, etc.
15%
Participate and provide leadership in special projects related to customer service, sales, fulfillment and related areas.
Scope (brief description) :
Manage a team of Customer Service Reps and Fulfillment analysts - at a product / group of customers level
Supervisory Responsibilities & Reporting Structure :
- Supervises who (level and number): Fulfillment Analyst, CSR I & CSR II (size of team varies by product line but the likely range would be between 8 and 14 people)
- Reports to: Director
Qualifications and Educational requirement(s):
Four year degree required and 5+ years of customer service, sales, order management or related experience required; previous people management experience strongly preferred
Skills include: Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing Information , Developing Standards, Developing team members, Order management
Metrics for success:
(what metrics will this position be measured on for performance and held accoutable for? Must be able to be measured and reported on. Top 3-5 metrics)
