Customer Service Manager

Customer Service Manager

The Customer Service Manager oversees the daily operations of the Customer Service Department and supervises the Customer Service Representatives. This role involves managing department priorities based on customer and department needs. The manager leads the Customer Service Team, fostering motivation to achieve both department and company goals. Responsibilities include:

• Overseeing the recruitment, training, mentoring, development, supervision, and performance management of departmental staff.
• Managing team schedules and staffing to meet customer needs.
• Maintaining electronic documents related to orders and shipments in our ERP system.
• Improving Customer Service processes.
• Building, developing, and maintaining customer relationships to ensure the highest level of customer satisfaction and support.
• Fostering a collaborative team environment through clear communication, training, accountability, recognition, and employee engagement.
• Experience collaborating with custom brokers to import/export from Canada and Mexico.
• Keeping department up to date on compliance, regulations, customs paperwork, and tariff agreements.
• Supporting one salesperson in a customer service role to learn and stay up to date on all aspects of our customer service roles to better teach and advise department.
• Understanding the importance of costing, i.e., shipping, customs, inventory -- working across departments to minimize costs and maximize profits.
• Setting goals for the team and helping achieve these metrics.
• Preparation of reports and methodologies to monitor department productivity, efficiency, cost controls, and effectiveness.
• Addressing customer interactions and inquiries promptly.
• Managing on-time shipments.
• Leading weekly Customer Service and Product department collaborative meetings.
• Conducting an analysis of customer service trends by reviewing feedback such as complaints, compliments, and input from Sales Managers and other departments, followed by implementing updates in training processes, as necessary.

Supervisory Responsibilities: A leader selects suitable candidates for each position, establishes structure, direction, feedback, recognition, and accountability; also facilitates team processes, ongoing training, and delegation for employee.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

Skills and Requirements: Bachelor's degree or related training equivalent is required. A minimum of five years of relevant experience in a comparable role and with similar responsibilities preferred.