Customer Service Manager

KHA Koki Holdings America; Braselton (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

KOKI Group seeks a Sr. Customer Care Manager to drive workflow processes, partner with executives, and advance customer service and service departments. You will oversee operations, implement standards, and collaborate with Sales to support top-line growth while ensuring timely invoicing and order processing.

Lead a trained, capable team committed to customer satisfaction. You will develop policies, monitor performance, and interact with customers to identify needs and deliver value in a dynamic

Qualifications

• Experience managing EDI-enabled customer care workflows.
• Experience with contact center technologies and CRM systems.
• Ability to analyze and interpret technical and mechanical procedures.
• Proven track record in KPI planning and reporting.
• Ability to lead and train department processes.
• Demonstrated multitasking能力 under pressure.
• Ability to engage in constructive conflict resolution.
• In-depth knowledge of inbound customer service tools (phone/email/chat/social).
• Proficient in MS Office, especially Excel.

Responsibilities

• Develop and implement standards sustaining client relationships.
• Direct and monitor customer service and service operations for policy compliance.
• Collaborate with Sales Leadership to support market strategy and sales growth.
• Assist in reviewing account deductions and invoicing accuracy.
• Monitor inventory and ensure timely order fulfillment with high fill-rate objectives.
• Manage EDI orders for applicable accounts and clients.
• Resolve complex customer issues beyond routine service.
• Communicate with customers to identify needs and set expectations.
• Train staff to maintain a capable service workforce.

Skills

EDI Management

CRM tech

Procedures analysis

KPI reporting

Leadership & training

Multitasking under pressure

Conflict resolution

Inbound CS knowledge

MS Excel

Tools

CRM platforms

EDI systems

Job description

KOKI Group is one of the world's leading manufacturers of power tools and accessories. Our group of brands includes HiKOKI, Metabo, Metabo HPT, Carat and Sankyo. As an employer, KOKI awakens the skills that are in you. Whether you have a passion for sales, design, technology or marketing – at KOKI we offer you a variety of different areas and professions. Become part of our global team. Become a machine maker, set your impulses and start your career with us.

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 order 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 ensure a capable workforce.
• Develop and implement customer service and service dept. policies, procedures, and regulations necessary for ensuring a satisfied customer base.
• Communicate with customers to identify their 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 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 center (phone, email, chat, social media).
• Proficient in MS Office Applications, especially Excel.