Customer Service Manager
Core
Driving workflow processes and continuous improvement across Customer Service and Service Departments for a global power tools manufacturer.
Role type
Senior Customer Care Manager
Builds
Customer service operations, sales support, and inventory distribution for power tools and accessories.
Domain
Manufacturing (Power Tools) + Customer Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
EDI management, CRM proficiency, KPI planning and tracking, conflict resolution, MS Excel, inbound customer service center management (phone, email, chat, social media), inventory monitoring, account credit review.
Preferred skills
Experience with contact center technologies, ability to analyze technical and mechanical procedures.
Responsibilities
Develop and implement customer service standards and policies; Direct and monitor department operations for compliance; Partner with Sales Leadership on market strategy; Assist Accounting with account deductions; Monitor Tool inventory for equitable distribution; Manage EDI orders; Resolve complex customer issues; Train customer service staff; Analyze customer data for business decisions.
Seniority
Senior, hands-on IC