Job Description

Summary of the Position:

The Customer Service Manager is responsible for leading the Customer Service team to provide reliable, measurable, and high-quality customer experience via phone, email, chat, social media, and other communication methods. We are looking for a proven candidate to implement best practices that enable us to leverage customer experience as a competitive advantage.

Our ideal customer service manager is highly skilled in driving continuous improvement/process improvement. The candidate has experience with both defining and implementing from the ground up items such as KPIs, agent performance scorecards, a knowledge base, training programs, telephony systems, and CRMs.

Roles and Responsibilities:

• Lead, inspire, and manage the daily work and performance of the department, which includes typical duties, such as managing inquiries, complaints, orders, returns, etc.
• Develop KPIs, reports, dashboards, and agent performance scorecards.
• Leverage data analytics and technology. Drive continuous improvement and remove waste.
• Implement and enforce policies, procedures, and standards.
• Implement and/or maintain tools needed to sustain performance, such as a knowledge base, telephony system, and CRM.
• Mature training programs and cross train agents to level load work across the team.
• Develop QA/QC program. Coach and mentor to develop team members.
• Work across departments and be relentless at resolving customer issues in a timely manner.
• Stay current on the latest industry trends and techniques.
• This position also oversees the mailroom activities (intercompany and outgoing mail/packages, not including product shipments to external customers).
• Regular attendance is required.
• Communicate effectively with other departments within the organization and function within a team environment.
• Perform other duties as may be required in meeting company objectives.

Minimum Requirements:

• Bachelor’s degree
• 8+ years of customer-facing experience, with at least 5 years in a management/leadership role in a professional customer service environment
• Expertise in process improvement, operational excellence, and change management
• Exceptional executive communication, negotiation, and relationship-building skills
• Strong analytical skills and experience with data-driven decision-making
• Proficient with Microsoft Office
• Experience creating a new customer service department or developing from an early stage preferred
• Five9, SAP ERP, and SAP CRM experience preferred

This position is 100% on site in our Lancaster, SC location and will require preemployment screenings, including a background check and drug screen.

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