Customer Service Manager

Der Entrepreneurs Club e.K.; Braselton (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

Der Entrepreneurs Club e.K. is seeking a Sr. Customer Care Manager to drive workflow processes and collaborate with internal resources and executive members to push continuous improvement across Customer Service and Service Departments.

In this role you will lead standards, monitor operations, partner with Sales leadership, and ensure timely, accurate servicing of client needs while upholding company policies and quality benchmarks.

Qualifications

• Experience with EDI is a plus.
• Proficiency with contact center technologies including CRM.
• Ability to analyze and interpret technical and mechanical procedures.
• Proficiency in reporting including KPI planning and tracking.
• Ability to lead, provide objective insight/training on department processes.

Responsibilities

• Develop and implement standards effective in sustaining the relationship between the organization and its clients.
• Direct and monitor Customer Service and Service department operations to ensure they are in compliance with all external and internal policies and procedures.
• Partner and collaborate with Sales Leadership to develop and support overall business market strategy (top-line sales growth).
• Monitor Tool inventory to ensure product is equitably distributed to ship all sales orders in a timely manner.

Skills

EDI Management

CRM systems

KPI reporting

Staff training

Conflict resolution

MS Excel

Tools

CRM software

MS Office (Excel)

EDI systems

Job description

Summary

The Sr. Customer Care Manager will be responsible for driving workflow processes and collaborating with internal resources and executive members to drive continuous improvement efforts across Customer Service and Service Departments.

Essential Duties and Responsibilities

• Develop and implement standards effective in sustaining the relationship between the organization and its clients.
• Direct and monitor Customer Service and Service department operations to ensure they are in compliance with all external and internal policies and procedures.
• Partner and collaborate with Sales Leadership to develop and support overall business market strategy (specifically with respect to top‑line sales growth).
• Assist Accounting and Credit departments with review of account deductions before issuing offsetting credits.
• Monitor Tool inventory to ensure product is equitably distributed to ship all sales orders in a timely manner with a 98% fill rate objective.
• Ensure drop shipments for all Tools and Accessories are invoiced for all clients before End of Month.
• Manage EDI orders for all applicable accounts and clients.
• Assist in resolving tough or complex issues that are beyond regular customer service and service personnel.
• Interact with customers to identify their needs and respond accordingly.
• Establish a complaints channel for receiving customer complaints and providing quick response/resolution of issues.
• Ensure adequate training of customer service and service staff to maintain a capable workforce.
• Develop and implement customer service and service department policies, procedures, and regulations necessary for ensuring a satisfied customer base.
• Communicate with customers to identify their needs/expectations and make appropriate adjustments to meet those needs.
• Follow up with customers to ensure they receive optimal value from purchased products/services.
• Analyze customer data and statistics to obtain results useful in making key business decisions.
• Work around available budget to achieve set objectives and targets.
• Participate in educational workshops to stay up-to-date on developments in the industry.
• Collaborate with Senior Management when necessary.
• Conform to all Koki Holdings policies and procedures.
• Perform other duties as assigned.

Skills & Experience

• EDI Management experience is a plus.
• Proficiency with contact center technologies including CRM.
• Ability to analyze and interpret technical and mechanical procedures.
• Proficiency in reporting including KPI planning and tracking.
• Ability to lead, provide objective insight/training on department processes.
• Ability to multi-task and work under pressure.
• Capability to engage in constructive conflict resolution.
• In‑depth knowledge of all tools, skills, and philosophies used by an inbound customer service centre (phone, email, chat, social media).
• Proficient in MS Office Applications, especially EXCEL.

Equality and Inclusion

Wir glauben an Vielfalt und Inklusion!