Customer Service Manager

Responsibilities Organize and manage the customer service team to handle incoming inquiries from external and internal customers. Identify opportunities to deliver more comprehensive service offerings to customers. Oversee the contracts process and ensure timely response to customers working with the contracts team. Manage internal credit reviews and coordinate approvals with relevant stakeholders. Manage, coach, and develop customer service and collections employees. Define roles and responsibilities within the team to enhance customer relationships and support the sales team. Set and manage annual objectives and performance of the team. Review operational processes related to customer service and collections while identifying opportunities for improvements. Coordinate and manage customer service projects and initiatives. Collaborate with cross-functional teams, including marketing, finance and IT for process improvement initiatives. Manage KPIs for both service and collections. Build requirements for key KPIs for dashboards and reports (Power BI). Requirements 10+ years of experience in Supply Chain and Logistic industries Bachelor's degree MBA – Operations Management Experience managing teams Excellent verbal and written communication skills, including solid working relationships with customers and partners Strong organizational skills with a strong attention to detail and ability to multitask Strong interpersonal skills Process-oriented with a passion for developing best practices Solid computer skills, including Word, PowerPoint and Excel #J-18808-Ljbffr