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We are seeking an experienced and customer-focused Customer Service Manager to oversee and lead our customer service efforts within a fast-paced manufacturing environment. The ideal candidate will have strong leadership skills, extensive experience in managing customer service operations, and proficiency in Infor Visual ERP and Microsoft Office 365.
KEY RESPONSIBILITIES:
- Manage day-to-day customer service operations, ensuring timely and accurate order fulfillment, issue resolution, and communication.
- Collaborate with engineering, production, and logistics teams to ensure smooth order processing and customer satisfaction.
- Utilize Infor Visual ERP to enter and track orders, inventory levels, production schedules, and shipments to ensure accurate and on-time delivery.
- Analyze customer feedback and order trends to identify improvement opportunities in service delivery and product quality.
- Develop and implement customer service policies and procedures to improve efficiency and customer satisfaction.
- Resolve complex customer issues and complaints in a timely and professional manner, ensuring a positive customer experience.
- Prepare and present regular reports on customer service performance, including KPIs and customer satisfaction metrics.
- Ensure that all customer service representatives are trained on system updates, company policies, and best practices.