Customer Service Manager

Unclassified - Woodbridge Township, NJ

Full-time - Mid Level

Woodbridge Township, NJ

About the position

The Customer Service Manager at Spectrum Staffing Services/HRStaffers Inc. is responsible for leading the customer service team, ensuring that customer requirements are met, and enhancing customer relationships. This role involves planning, coordinating, and controlling customer service activities while collaborating with international teams and other department heads to achieve organizational goals.

Responsibilities

• Evaluate and manage staff performance to agreed customer standard levels and standards.
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
• Ensure the necessary tools and resources are available for quality customer service delivery.
• Review customer complaints and track customer complaint resolution.
• Train and coach staff.
• Develop and implement customer service policies and procedures.
• Identify and implement strategies to improve quality of service and productivity.
• Manage returns and credit processing.
• Recommend appropriate staffing levels to the VP of Customer Support Operations.
• Recruit, interview and oversee the hiring of all new Customer Service team members once approved.
• Conduct performance reviews of direct reports, while counseling, motivating, and disciplining staff as appropriate.
• Comply with and ensure accountability for Company policies and procedures related to customer service standards, safety, and security procedures.
• Ensure that all Customer Service employees are properly trained with appropriate documentation to evidence such training.
• Assist all representatives in handling escalated issues.
• Analyze customer pricing to ensure company profitability.

Requirements

• Bachelor's Degree and 3-5 years of experience preferably in a similar or related field.
• Experience exceeding 5+ years in a customer service leadership role will be considered in lieu of a degree.
• Manufacturing experience strongly preferred.
• B2B experience/Account management required.
• Customer/Client focused.
• Excellent verbal and written communication skills.
• Ability to solve problems logically and critically.
• Demonstrate effective time management and organizational skills.