What are the responsibilities and job description for the Customer Service Manager position at FruitSmart Inc?
The Customer Service Manager will support the sales department and is responsible for managing a team of Sales Support Specialists. This position is responsible for maintaining high customer retention, handle customer complaints as well as developing standards for the team, by identifying and implementing best work practices. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, and loyalty.
KEY RESPONSIBILITIES
- Analyze information and trends, apply critical thinking, and recommend action plans
- Interact with other company departments in a professional manner
- Identify opportunities to update and improve customer service procedures and make recommendations to the VP of Sales or other appropriate staff.
- Enforce company policies and procedures
- Perform other related duties and procedures
WORK EXPERIENCE & PERSONAL SKILL REQUIREMENTS
- Possess strong verbal and written communication skills.
- Ability to work independently and ability to function at a high level within a team environment.
- Excellent computer skills including a strong working knowledge of Microsoft Word, Excel and Outlook.
- Strong Customer Service Skills with the ability to interact well with a diverse group of customers.
- Good analytical and problem-solving skills.
- Must be detail oriented possessing the ability to perform multiple tasks.
- Ability to work flexible hours if needed.
- Strong decision-making skills
- Ability to coach and mentor customer service representatives
EDUCATION REQUIREMENTS
- Bachelor's degree preferred
- Proficiency in Microsoft Office Suite is required
- At least five years of customer service experience required
- Previous experience in a supervisory role is required