Customer Service Manager

About this role As the Customer Service Manager for ALC , you will play a pivotal role in ensuring the highest level of customer satisfaction by leading both our domestic and international customer service representatives. You will be responsible for developing and implementing strategies and systems to enhance the overall customer experience while improving business performance. The Customer Service team is a centralized function supporting Sales, Marketing, Planning, Purchasing, Quality, and Senior Leadership to identify opportunities and strategies to meet business objectives. This is an onsite opportunity for someone living in Kennesaw GA . Key Responsibilities Lead/mentor/motivate a team of customer service representatives Foster a positive/collaborative team culture focused on delivering exceptional customer service Streamline and optimize customer service processes to increase efficiency and effectiveness Implement best practices and ensure compliance with corporate and regulatory policies Act as an escalation point for complex customer issues; work closely with team members and other departments to find timely and satisfactory resolutions Guide the scheduling of customer purchase orders; meet the monthly financial plan and ensure on-time delivery to customers Develop/implement systems, standards, and mechanisms to guide the customer service activities of the department; consistently improve and ensure quality services are delivered to customers Implement performance metrics and key performance indicators (KPIs) to track and measure team performance Provide regular feedback and performance evaluations to team members Investigate and resolve complex customer problems Provide backup support to Customer Service Reps to meet customers’ needs and team metrics Basic Qualifications High School Diploma or GED 3 years plus experience in a customer-centric environment; managing a team of customer service representatives or in operations/warehouses/manufacturing Preferred Qualifications Associate or bachelor’s degree Management and leadership knowledge/experience English verbal and written communication Interpersonal skills for effective collaboration internally or with external agencies Analytical mindset with the ability to use data to drive decision-making #J-18808-Ljbffr Carrier