Customer Service Manager
Cooper Cos.
Customer Service Manager
Manage the team of Customer Service staff to ensure optimum accuracy is performed and delivered to the local markets in a timely manner, within agreed Service Level Agreement and to meet business growth objectives.
Manage day to day operations in relations to customer service, but not limited to Order Taking, Credits, product non conformances and Customer Issues / Complaints
Project Management - Support process, organization, and tool improvements
Ensure best practices are identified and implemented
Ensure standardization across department of Customer Service processes
Initiating process improvement projects as required
Implementing new tools and drives automation internally and in collaboration with other countries or region
Coordinate very closely with Distribution, Commercial, Marketing, Quality and Key Internal Stakeholders to deliver products and services per customer expectations and agreed Service Level Agreements.
Ensure understanding of key accounting principles, especially in relation to revenue recognition, pricing, and other compliances areas
Manage performance of employees in Customer Service toward achievements of objectives and KPIs this will include
Qualifications
Team management experience essential.
8 years minimum experience in a Leadership role with emphasis on managing, mentoring, and coaching.
Minimum High school diploma or equivalent
Formal education or certifications in Customer Service operations