Customer Service Manager Position - Fort Wayne, IN
I am actively conducting a search for a reputable, global retail company located in Fort Wayne, IN. is seeking a dynamic Customer Service Manager. Our client's reputation is known for excellence both in the retail sector as well with the community. They provide excellent growth opportunities as well as community relations.
Function:
Manage all aspects of the customer service department within a call center environment to ensure total customer satisfaction while supporting company and
department standards, procedures and strategic directives.
Essential Duties & Responsibilities:
- Manage customer service team of 30 employees in all espects of customer service with retailers and end consumers in all channels including wholesale, retail, web and merchandising.
- Manage the development of strategies in order to maintain high customer service levels in all customer service areas.
- Manage the relationship with our outsourced customer service groups.
- Develop and maintain good relations with allied organizations, sales representatives, customers and potential customers.
- Responsible for customer service projects management and process improvement projects.
- Manage customer service staffing levels to ensure adequate staffing for both internal call center and third party resources.
- Manage the telephone system as it relates to customer call routing.
- Coordinate retailer promotion opportunities with Sales and Marketing.
- Develop and manage the customer service budget.
Qualifications / Experience:
- Bachelor's degree in sales, marketing, business or other related field (preferred)
- Minimum 5+ years experience in customer service or sales management within a call center environment.
- Retail sales experience and/or call center experience (required).
- Prior direct supervision/leadership of minimum 20 employees (required).
- ERP experience preferred. SAP experience (preferred).
- Strong PC skilss utilizing Microsoft Office Software and Sharp Computers (preferred).
- Ad-hoc report writing and query development experience (preferred).
- Ability to lead, motivate and continually develop individuals in order to create a cohesive and effective team.
- Strong desire and ability to serve customers and solve problems.
- Strong analytical and project management skills.
- Ability to interact with customers and outside sales representatives in situations that require confidence, tact and resourcefulnes.
- Detail oriented with the ability to multi-task and set priorities for self and others.
- Excellent organizational skills.
- Excellent interpersonal and communication skills.
- Ability to build good rapport with others.
- Strong team player with ability to adapt to change in a fast paced environment.
- Office environment utilizing an office desk- sitting, reading, listening and speaking.
- Occasional travel as required to visit retailers and travel to premieres.
Location: Fort Wayne, IN
Compensation: $58,000 (negotiable based on experience)
Function:
Manage all aspects of the customer service department within a call center environment to ensure total customer satisfaction while supporting company and
department standards, procedures and strategic directives.
Essential Duties & Responsibilities:
- Manage customer service team of 30 employees in all espects of customer service with retailers and end consumers in all channels including wholesale, retail, web and merchandising.
- Manage the development of strategies in order to maintain high customer service levels in all customer service areas.
- Manage the relationship with our outsourced customer service groups.
- Develop and maintain good relations with allied organizations, sales representatives, customers and potential customers.
- Responsible for customer service projects management and process improvement projects.
- Manage customer service staffing levels to ensure adequate staffing for both internal call center and third party resources.
- Manage the telephone system as it relates to customer call routing.
- Coordinate retailer promotion opportunities with Sales and Marketing.
- Develop and manage the customer service budget.
Qualifications / Experience:
- Bachelor's degree in sales, marketing, business or other related field (preferred)
- Minimum 5+ years experience in customer service or sales management within a call center environment.
- Retail sales experience and/or call center experience (required).
- Prior direct supervision/leadership of minimum 20 employees (required).
- ERP experience preferred. SAP experience (preferred).
- Strong PC skilss utilizing Microsoft Office Software and Sharp Computers (preferred).
- Ad-hoc report writing and query development experience (preferred).
- Ability to lead, motivate and continually develop individuals in order to create a cohesive and effective team.
- Strong desire and ability to serve customers and solve problems.
- Strong analytical and project management skills.
- Ability to interact with customers and outside sales representatives in situations that require confidence, tact and resourcefulnes.
- Detail oriented with the ability to multi-task and set priorities for self and others.
- Excellent organizational skills.
- Excellent interpersonal and communication skills.
- Ability to build good rapport with others.
- Strong team player with ability to adapt to change in a fast paced environment.
- Office environment utilizing an office desk- sitting, reading, listening and speaking.
- Occasional travel as required to visit retailers and travel to premieres.
Location: Fort Wayne, IN
Compensation: $58,000 (negotiable based on experience)
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