Customer Service Manager

Customer Service Manager

Customer Service Manager is responsible for the continuous improvement of practices, leading the delivery of best customer service as well as the leading the strategic alignment for the company's continuous fast growth. This role will provide leadership and direction to the Customer Service team to ensure that an excellent standard of service is provided and maintained.

Job Duties

• Maintain an expert understanding of Sunny products and operations to better understand the needs of the customer and the needs of the company.
• Plans, coordinates, and assists with the daily workflow to achieve maximum productivity
• Oversee a team of customer service teams and ensure they are providing an exceptional customer experience.
• Ensure customer part orders are shipped, accurately, in timely manner.
• Monitor and oversee the Customer Service Team processes and quality.
• Builds relevant solutions and product enablement support.
• Review emails, chat, and phone call communications ensuring that company policies and ideals are upheld
• Resolve complex, escalated customer problems or disputes in a professional manner.
• Coach and support team members to help them meet departmental goals.
• Keep records and documentation of customers' interactions for training purposes.
• Create monthly departmental reports to determine whether KPIs are being met and where there is room for improvement.
• Constantly provide customer feedback to internal cross-functional teams to improve product and customer experience.
• Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service representatives.
• Process customer returns and manage return inventory
• Improve customer service procedures, policies, and standards for the customer support department.
• Review processes, propose efficiency improvements, and implement process improvements

Requirements

• Bachelor's degree required
• 5+ years prior experience in customer-facing roles.
• Proven experience in a leadership role is required.
• Effective verbal and written communication skills and excellent phone etiquette and elevated speech
• Must demonstrate strong analytical thinking skills.
• Should possess strong problem-solving skills and the ability to make sound judgment calls.
• Superior organizational and time management skills.
• Knowledge of customer service programs and databases, or the ability to learn new software quickly.