Customer Service Manager

Key responsibilities include:

• Managing the day-to-day operations of the Customer Service team.
• Ensuring prompt response to all customer calls, inquiries, and orders.
• Scheduling team members to ensure optimal coverage during peak times.
• Facilitating strong collaboration with internal departments such as sales, supply chain, warehouse, marketing, and finance.
• Preparing and overseeing the annual budget for the Customer Service department.
• Setting and tracking Customer Service KPIs.
• Creating and presenting monthly performance reports.

• Over 10 years of experience in Customer Service or contact center roles, with at least 5 years in senior roles like Team Leader or Customer Service Manager.
• 3-5 years of experience in team management, with a focus on goal setting, performance reviews, and career development.
• Background in hardware, consumer goods, building supplies ideal.
• Familiarity with working with large, specialty retail and wholesale customers.
• Proven track record in managing Customer Service operations, including systems and process improvements.
• Demonstrated leadership skills with the ability to inspire and guide a team.
• Excellent communication abilities to convey messages clearly to all stakeholders, with a customer-centric mindset and strong business insight.