Customer Service Manager

Nutramax Laboratories

Lancaster

On-site

GBP 53,276 - 68,498

Full time

14 days+

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Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Child care support

Tuition assistance

Disability insurance

Job summary

A leading manufacturing company in Lancaster is seeking an experienced Customer Service Manager to lead their team. The role focuses on improving customer experience through data analysis and effective management of KPIs and performance standards. The ideal candidate has 8+ years in customer service, with 5+ in a leadership position, and expertise in process improvement. This position is 100% on-site with an emphasis on operational excellence and team development.

Qualifications

8+ years of customer-facing experience, 5 in a management role.
Expertise in process improvement and operational excellence.
Strong analytical skills with data utilization.

Responsibilities

Lead and manage the Customer Service department.
Develop KPIs, reports, and dashboards.
Implement tools needed to sustain performance.

Skills

Process improvement

Operational excellence

Change management

Data-driven decision-making

Executive communication

Negotiation skills

Relationship-building

Microsoft Office proficiency

Tools

Five9

SAP ERP

SAP CRM

Job description

The Customer Service Manager is responsible for leading the Customer Service team to provide reliable, measurable, and high-quality customer experience via phone, email, chat, social media, and other communication methods. We are looking for a proven candidate to implement best practices that enable us to leverage customer experience as a competitive advantage.

Our ideal customer service manager is highly skilled in driving continuous improvement/process improvement. The candidate has experience with both defining and implementing from the ground up items such as KPIs, agent performance scorecards, a knowledge base, training programs, telephony systems, and CRMs.

Roles and Responsibilities

Lead, inspire, and manage the daily work and performance of the department, which includes typical duties, such as managing inquiries, complaints, orders, returns, etc.
Develop KPIs, reports, dashboards, and agent performance scorecards.
Leverage data analytics and technology. Drive continuous improvement and remove waste.
Implement and enforce policies, procedures, and standards.
Implement and/or maintain tools needed to sustain performance, such as a knowledge base, telephony system, and CRM.
Mature training programs and cross train agents to level load work across the team.
Develop QA/QC program. Coach and mentor to develop team members.
Work across departments and be relentless at resolving customer issues in a timely manner.
Stay current on the latest industry trends and techniques.
This position also oversees the mailroom activities (intercompany and outgoing mail/packages, not including product shipments to external customers).
Regular attendance is required.
Communicate effectively with other departments within the organization and function within a team environment.
Perform other duties as may be required in meeting company objectives.
8+ years of customer-facing experience, with at least 5 years in a management/leadership role in a professional customer service environment
Expertise in process improvement, operational excellence, and change management
Exceptional executive communication, negotiation, and relationship-building skills
Strong analytical skills and experience with data-driven decision-making
Proficient with Microsoft Office
Experience creating a new customer service department or developing from an early stage preferred
Five9, SAP ERP, and SAP CRM experience preferred