Manager, Customer Service

Job Description

 

JOB SUMMARY (Briefly state why this position exists)

 

Directs and coordinates the Customer Service activities to assure customer satisfaction. Supervise all office administrative duties.

 

PRIMARY DUTIES

 

  • Responsible for recruiting, training and development of office personnel.
  • Coordinates planning and assignment of work for the most effective use of personnel.
  • Ensures prompt and efficient processing of customer orders and correspondence.
  • Ensures that the administrative cycle (customer service, benefits and payroll) is completed in a thorough, accurate and timely manner. Processes, prints, reviews and files all daily reports.
  • Is thoroughly familiar with and maintains current information on product information, particularly promotional items, low inventory and out of stock situations, substitutions, new items, vendor and quality issues, forced shipments and conversion and test items.
  • Communicates well with purchasing, CSRs, customers, and center management in order to stay abreast of product issues and to ensure the timely dissemination of this information to all concerned.
  • Keeps expenses within plan. Keeps accurate files on all aspects of budget. Plans ahead and works within guidelines.
  • Informs other departments of customer complaints or problems. Follows up on resolving these problems, ensuring customer satisfaction.
  • Ensures all new hire processing, employee changes, and payroll is complete and accurate for department.
  • Provides administrative assistance to the General Manager.
  • Other duties as assigned by Management.

 

ADDITIONAL DUTIES THAT MAY BE ASSIGNED

 

  • Periodically attend customer franchise meetings.

 

EDUCATION & EXPERIENCE

 

A high school diploma/GED, plus 4 – 8 years customer service/supervisory experience is required.  Prefer a 4 year degree and 4 years

customer service/supervisory experience. 

 

PHYSICAL DEMANDS

 

Work is primarily sedentary in nature.  Most of the day is spent communicating with customers and employees; therefore must be able to verbally communicate clearly.  Key entry comprises approximately 1/3 of the day.

 

MENTAL/VISUAL DEMANDS

 

You must be able to read text that is close and at a distance with or without correction.  In addition you must be able to perform manual task, hear, sit, reach, lift, bend and interact with others.

 

 

WORKING CONDITIONS

 

Most of the day is spent in an office environment.

 

EQUIPMENT OPERATED

 

General office equipment including but not limited to a calculator, copier, facsimile machine, CRT, PC computer and printer.

 

LICENSE OR CERTIFICATION

 

None