Customer Service Manager

at  Customs Goods LLC

SUMMARY/OBJECTIVE:

In this role, the Customer Service Supervisor/Manager provides a high level of customer service to internal and external customers by demonstrating prompt, and thorough attention to issues, requests and handling complaints. This position will oversee the day-to-day operations within an assign function and is responsible for all aspects of Operations and Account Management. Mainly responsible for the leadership of direct reports as well as the attainment of daily operational goals within his/her assigned functional area

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible to drive customer satisfaction through the ownership of daily execution for designated branch, including Customer Service, Technical Support, Onboarding, order delivery, and warehousing.
• Produce regular status reports that are audience appropriate to communicate with internal stakeholders
• Lead challenging projects with multiple workflows, with internal resources and third parties/vendors for successful execution
• Ensure all project activities and deliverables are completed on-time, within scope and budget
• Drive training & change management
• Speak with customers that require high-level escalation
• Capture and report data measuring CS practice KPIs across departments
• Capture and report data Customer Health scoring and CSS focus
• Proactively manage resource plan to ensure resource availability and allocation
• Develop and maintain detailed project plans to track and report progress
• Partnering with leadership on business forecasting and KPI reporting so we always know where we are relative to our goals
• Daily, weekly, monthly retention reporting for all of our key business units, down to the individual level
• Developing a full understanding of our customer health so we can detect early warning signs of churn, find the ideal onboarding process, and identify upsell opportunities
• Managing customer distribution and capacity planning across the team to ensure the best possible experience for our customers
• Partner with CS Leaders to understand their teams, business units, and goals
• Learn all of the existing systems, routines, and cadences that drive our Customer Teams
• Examine and understand the full customer lifecycle of customer
• Other duties as assigned