Manager, Customer Solutions
Core
Oversee daily operations of the customer service department and coach Customer Solution Reps to ensure high-quality customer experiences.
Role type
Manager, Customer Solutions
Builds
Customer service operations and team performance
Domain
Manufacturing / Customer Service
Deliverable
dashboards & analysis
Required skills
Team supervision, SLA monitoring, CRM management, ERP system knowledge, Performance appraisal, Process documentation, Root cause analysis
Preferred skills
Bachelor's Degree in Business, Call center experience, Workflow management
Technologies
ERP systems, CRM, Excel, Word
Responsibilities
Monitor staffing and phone coverage to meet SLAs, Coach and develop Customer Solution Reps, Conduct performance appraisals, Create and maintain daily activity reports, Act as escalation point for complex issues, Liaise between departments on customer service issues