Key Responsibilities

• Team Leadership & Development: Oversee the hiring, onboarding, and continuous training of customer service staff to build a capable, motivated, and high-performing team.
• Performance Management: Define, track, and analyze functional KPIs and improvement targets. Utilize lean management tools to drive action plans and address performance gaps.
• Policy & Process Optimization: Develop, enhance, and implement customer service policies, procedures, and standards that ensure compliance while maximizing customer satisfaction.
• Customer Engagement: Proactively communicate with customers to understand their needs and expectations, making appropriate adjustments to services based on feedback.
• Cross-Functional Collaboration: Work closely with various departments to ensure seamless order processing and resolve any issues that may arise in a timely manner.
• Data Analysis: Monitor and analyze customer service metrics to identify trends, areas for improvement, and to inform decision-making.
• Strategic Development: Contribute to the development of an overall customer service and order-to-cash strategy that enhances the customer experience.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field.
• Proven experience as a Customer Service Manager or in a similar leadership role.
• Strong understanding of customer service and order management processes.
• Excellent communication and interpersonal skills.
• Ability to lead and motivate a team towards achieving common goals.
• Strong analytical and problem-solving skills with a focus on results.
• Familiarity with lean management principles is a plus.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and career advancement.
• A collaborative and inclusive work environment.
• Flexible working hours and potential remote work options.
• Engagement in a company culture that values innovation and customer satisfaction.