Assistant Customer Service Manager

KYOCERA Document Solutions America, Inc.; Union City (CA); On-site; USD 65,000 - 85,000; Full time

Job summary

Kyocera Document Solutions America, Inc. is seeking an experienced Assistant Manager, Customer Service to lead a team of administrative and service professionals, ensuring efficient operations and high-quality client support.

You will interview, conduct performance reviews, forecast workloads, and drive improvements across departments to deliver exceptional service and measurable results.

Qualifications

• 3–5 years of experience in customer service administration.
• Strong proficiency in MS Office applications.
• Proven leadership, coaching and employee management skills.
• Excellent written and verbal communication abilities.
• Strong organizational and time management skills.

Responsibilities

• Manage and supervise a team of at least five direct reports.
• Lead, coach, motivate and develop employees to achieve service objectives.
• Ensure delivery of exceptional customer service and support.
• Support and execute key service operation initiatives.
• Oversee and coordinate team activities and project initiatives.
• Identify and implement process improvements to increase efficiency.
• Conduct performance reviews and monitor training completion.

Skills

Customer service leadership

Coaching

Team management

Written communication

Verbal communication

Organizational skills

Tools

MS Office

Job description

When you join Kyocera Document Solutions KBA (KBA) you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best-in-class customer service through efficiency, accountability, and a sense of urgency all while putting knowledge to work to drive change.

In addition, we’re a Great Place to Work… and we really mean it! We have been officially certified as a Great Place to Work since 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do, and enjoy the people they work with.

Kyocera is a global leader in the development of innovative office technology solutions that help businesses streamline operations, enhance productivity, while reducing their environmental impact. With a rich history of providing cutting-edge office equipment, document management solutions, and industrial technologies, Kyocera is committed to driving business success through sustainable, reliable products.

We are looking for an experienced Assistant Manager, Customer Service to join our team. You will be responsible for leading, developing, and coaching a team of administrative and service professionals. You will provide leadership and operational oversight for the service support organization. This team will build relationships with new and existing clients, while offering exceptional customer service. In this role, you will also be responsible for interviewing, conducting performance reviews, monthly planning and submitting accurate forecasts.

Major Duties and Responsibilities

• Manage and supervise a team of at least five direct reports.
• Lead, coach, motivate and develop employees to achieve service objectives.
• Ensure delivery of exceptional customer service and support.
• Support and execute key service operation initiatives.
• Oversee and monitor installation activities and coordinate large scale projects.
• Identify and implement process improvements to increase efficiency.
• Conduct performance reviews and monitor employee goal achievement and training completion.
• Schedule and facilitate team meetings and communicate organizational initiatives.
• Promote an inclusive, collaborative and team oriented culture.
• Foster effective communication and cooperation across departments

Qualifications

Required:

• 3 – 5 years of experience in customer service administration
• Strong proficiency in MS Office applications
• Proven leadership, coaching and employee management skills.
• Excellent written and verbal communication abilities.
• Strong organizational and time management skills.

Preferred:

• Ability to identify, interpret, and analyze financial information and metrics to support business decision-making.
• Ability to train, coach, and develop others in understanding and applying financial data.