Customer Service Manager

    • Phoenix, AZ

RESPONSIBILITIES:
Kforce has a client in search of a Customer Service Manager in Phoenix, AZ. Summary: The Customer Service Manager plans, organizes, and manages the operations of the Customer Service Department. This position supervises and coordinates the work of assigned staff and monitors work to ensure the delivery of efficient and effective customer service. The candidate performs related functions as needed. Responsibilities:

  • Select, train, motivate, and evaluate Customer Service Department personnel; Track and review timecards for payroll
  • Develop performance accountabilities and evaluate progress and results attained by eligible team members
  • Plan, organize, and implement department goals and special projects related to customer service and work with other management personnel to support and enact new programs
  • Establish benchmarks for customer satisfaction and measure actual service levels in relation to department performance
  • Develop, recommend, and implement department policies and procedures
  • Coordinate employee development and training processes for department staff
  • Hold regular staff meetings to understand employee needs and work problems
  • Prepare various statistical reports for senior management, as needed
  • Engage in continual monitoring of efficiency and effectiveness of service delivery, computer systems, and order entry processes; assess workload and training documentation; Identify and recommend opportunities for improvement
  • Resolve the most difficult customer service issues and assure the implementation of work procedures to addresses complaints or concerns


REQUIREMENTS:
  • Bachelor's degree in Business or related field is required
  • 7-10 years of customer service experience
  • 3-5+ years of management experience
  • Experience in a manufacturing environment preferred
  • Must have experience using ERP systems
  • Must have experience training customer service reps
  • Must have experience leading large teams (20 people or more)
  • Operational characteristics, services, and activities of a customer service department in a manufacturing industry
  • Principles of supervision, training, and performance evaluation
  • Demonstrate a high level of proficiency on Microsoft Office software applications programs such as Outlook, Word and other programs
  • Organizational and management practices as applied to the analysis and evaluation of programs, policies and operational needs
  • Recommend and implement goals
  • Plan, organize, and prioritize projects and work tasks within agreed upon timelines
  • Communicate effectively in English, both orally and in writing
  • Exercise independent judgment and initiative within company guidelines
  • Communicate effectively, both orally and in writing
  • Ability to work in a team-oriented environment
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.


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