This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13632364
KP Staffing is now hiring Customer Service Managers in Grandview, MO!
Job Summary
The customer service manager will oversee the customer support function for all product lines, ensuring customer orders, inquiries, and complaints are handled in a timely and efficient manner. This role will lead a team of 8-10 employees and provide hands-on support when the department is short-staffed.
Duties
- Oversee the customer support function for all product lines
- Ensure customer and sales manager orders, inquiries, and complaints are handled in a timely and efficient manner
- Perform customer support specialist duties when the department is short-staffed
- Handle escalated customer situations beyond the scope of customer support specialists
- Prepare customer expectation documents for shipping errors and work with the shipping manager to resolve complaints
- Prepare customer expectation documents for quality issues and work with the quality control manager to resolve complaints
- Issue and manage return goods authorization documents
- Verify delivery dates and expedite customer orders
- Review order, shipping, and delivery reports
- Coordinate activities with production control and production planning
- Oversee maintenance of product and pricing database
- Determine customer status and refer potential new customers to the appropriate sales manager
- Take and process telephone orders for existing customers
- Complete forms and documents to initiate new customer account setup and sales process
- Work with accounts receivable on customer payment issues and terms
- Provide sample products or detailed information to customers upon request
- Assist customers in determining cost-effective shipment methods and order quantities
- Assist customer support specialists during work overload
- Review customer contracts and terms and conditions documents
- Lead updates to the outside sales department on customer, product, and shipping trends
- Provide departmental updates in company meetings
Responsibilities
- Supervise assigned customer support personnel in all activities
- Monitor customer support specialist performance and provide corrective feedback
- Set staffing levels to ensure the department is adequately staffed
- Ensure customer support specialists are properly trained in job functions, software, and hardware
- Take necessary actions to resolve problems or handle unusual or difficult situations
- Lead a team of 8-10 employees across customer service, SOP, data, billing, and receptionist functions
Qualifications
Manufacturing customer service experience