Senior Customer Service Manager
Current💬 Create and lead strategies for all customer service operations of a leading North American company operating in the United States and Canada. This role includes 5 distinct customer facing departments along with two managers who lead these teams✦ Lead the Order Processing Specialists team, ensuring smooth inventory flow, adeptness in various processes and products, and timely order fulfillment.✦ Oversee the Problem Resolution Specialists team for the distributor network, ensuring efficient handling of inventory, merchandise order requests, and proactive follow-up on orders to maintain distributor satisfaction.✦ Manage the Problem Resolution Specialists team for end users (contractors/homeowners), ensuring a deep understanding of inventory management and proficient utilization of tools like HubSpot & CRM to enhance customer experience and resolution.✦ Direct the inbound and outbound inquiries for the first three roles, ensuring effective communication and resolution over the phone for both distributors and end users.✦ Lead a service crew covering North America, responsible for addressing complaints, updating, repairing, and installing merchandise at dealer locations, thereby maintaining customer satisfaction and loyalty.✦ Implement strategies to optimize team performance, streamline processes, and enhance overall efficiency in customer service operations.✦ Collaborate cross-functionally with other departments such as sales, logistics, and product management to ensure alignment and smooth operation across the company.✦ Develop and implement training programs to enhance the skills and knowledge of customer service teams, fostering a culture of continuous learning and improvement.✦ Monitor and analyze key performance indicators (KPIs) to assess team and individual performance, identify areas for improvement, and implement corrective actions as necessary to meet or exceed company goals.
