Manager – Customer Service

Manager – Customer Service

Requirements

• Strong leadership skills with experience in managing and developing teams.
• Proficiency in customer service software and Microsoft Office Suite.
• Proven experience in budget management and cost control.
• Excellent problem-solving and decision-making skills.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Excellent communication skills, both verbal and written.
• Above average and proven ability to effectively collaborate across departments.
• Customer-focused mindset.
• Ability to think strategically.

Responsibilities

• Lead, mentor, and manage a team of customer service representatives, fostering a positive and productive work environment.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Develop and implement training programs to enhance team skills and knowledge.
• Serve as the primary point of contact for key clients, ensuring their needs and expectations are met.
• Address and resolve escalated customer issues and complaints promptly and effectively.
• Build and maintain strong, long-lasting client relationships.
• Drive customer-focused production schedules by developing a strong relationship with Operations.
• Analyze customer service processes and identify areas for improvement.
• Develop and implement strategies to enhance efficiency and customer satisfaction.
• Collaborate with other departments to streamline workflows and improve service delivery.
• Monitor and analyze customer service metrics and reports to identify trends and areas for improvement.
• Prepare and present regular performance reports to senior management.
• Stay updated on industry trends and developments in the plastics industry.

Preferred Qualifications

• Bachelor’s degree in business administration, Management, or a related field a plus.
• Experience in the plastics industry or a related manufacturing field is highly preferred.