Slate Solutions - Davie, FL
posted 4 months ago
A highly accelerated growth manufacturing company in the Body Armor/Tactical Gear Manufacturer industry is seeking to fill the position of Customer Service Manager. This role is crucial as the company's success hinges on understanding and responding to the voice of the customer, which is primarily communicated through the Customer Service team. The successful candidate will be responsible for building and continuously enhancing positive relationships with customers by responding to inquiries and resolving issues in a professional, accurate, and timely manner. As a member of the management team, the Customer Service Manager will play an integral role in translating customer feedback into actionable deliverables across various functional areas of the company. This position requires effective coordination of outputs to ensure clear and accurate messaging back to customers. The Customer Service Manager is often seen as the “Manager of First Impressions,” making it essential to embody and exude the energy, passion, and professionalism that reflects the company culture and delights both current and future customers. The role involves leading the customer service team to ensure each member is proficient in their role and embodies the company culture of continuous improvement. The manager will establish, implement, and maintain customer service metrics to uphold high standards and develop procedures that ensure a customer-focused approach. Training, motivating, and developing staff to meet the evolving needs of the department and the company is also a key responsibility. The manager will analyze changes in company products and procedures that affect customers and implement necessary changes while coordinating communication with other departments and customers. Additionally, the manager will keep records of customer interactions, process customer accounts, and manage sales orders within the CRM, ERP, and MRP systems, compiling reports on overall customer satisfaction and communicating with customers through various channels.