- Lead and manage the customer service team, providing guidance, coaching, and support to ensure high performance and employee engagement.
- Develop and implement customer service policies, procedures, and standards to ensure consistent and efficient service delivery.
- Serve as the primary point of contact for escalated customer inquiries and issues, working closely with cross-functional teams to resolve issues promptly and effectively.
- Oversee order processing and fulfillment activities, ensuring accuracy, timeliness, and adherence to customer requirements.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to track performance and identify opportunities for improvement.
- Analyze customer feedback and satisfaction data to identify trends, root causes, and areas for improvement in our products and services.
- Collaborate with sales, marketing, and operations teams to coordinate efforts and ensure alignment on customer needs and priorities.
- Develop and maintain strong relationships with key customers, serving as a trusted advisor and advocate for their needs within the organization.
- Conduct regular training sessions and workshops for customer service team members to enhance their skills, product knowledge, and customer service excellence.
- Stay informed about industry trends, market developments, and competitor activities to identify opportunities for innovation and differentiation in our customer service offerings.
- Bachelor's degree in Business Administration, Marketing, or a related field. Advanced degree or relevant certifications preferred.
- Proven experience in customer service management or a similar role, preferably in an industrial manufacturing or B2B environment.
- Strong leadership and communication skills, with the ability to inspire and motivate teams to achieve goals and deliver exceptional service.
- Excellent problem-solving skills and the ability to effectively manage and resolve customer issues and complaints.
- Solid understanding of customer relationship management (CRM) systems and other relevant technology tools.
- Ability to analyze data, identify trends, and drive data-driven decision-making to improve customer service processes and outcomes.
- Demonstrated ability to build and maintain strong relationships with internal and external stakeholders, including customers, suppliers, and partners.
- Commitment to continuous improvement and a passion for delivering outstanding customer experiences.
- Flexibility to adapt to changing priorities and handle multiple tasks simultaneously in a fast-paced environment.
- Knowledge of industrial manufacturing processes, products, and terminology is a plus.
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