Summary:
We are seeking a highly skilled Customer Service Manager with deep expertise in data management, process engineering, and operational optimization. In this role, you will lead our Customer Care Department, responsible for Customer Project Management, Sales support, Order Entry, Invoicing, and Customer Complaints. Key requirements for this role include driving improvements through data-driven insights, process refinement, and root cause problem solving. A strong background in raw data analysis, business process design, and process automation and control is critical to success. This position focuses on improving the customer service experience through process optimization, data analysis, and operational efficiency. Also focuses on leading the operations side of the customer service function, incorporating process engineering, optimization, and data-driven decisions.
Key Responsibilities:
- Lead, mentor, and manage the Customer Service team, focusing on data integrity, process compliance, and service excellence.
- Analyze raw data from ERP, CRM, and other systems to identify operational trends, risks, and opportunities.
- Develop, document, and implement optimized workflows and business processes to increase efficiency and service quality.
- Maintain and continuously refine key operational KPIs, dashboards, and performance tracking models.
- Champion cross-functional collaboration with Production, Sales, Purchasing, Accounting, Shipping/Receiving, and Quality teams to streamline order management processes.
- Conduct root cause analysis of service issues and implement corrective and preventive actions.
- Drive automation initiatives and new technology adoption to improve service operations and data accuracy.
- Oversee the order backlog, ensuring alignment with production schedules and customer delivery commitments.
- Manage customer escalations, return authorizations, and complex service issues with a focus on long-term resolution and system improvements.
- Support and enforce ISO documentation standards and quality management systems.
- Conduct regular reviews of customer satisfaction metrics and lead improvement initiatives based on feedback and performance data.
- Actively lead capacity planning, risk assessments, and mitigation strategies across the customer service operation.
Qualifications:
- Bachelor's degree in Business Administration, Industrial Engineering, Operations Management, or a related field.
- 5-7 years of team management experience, preferably in a B2B manufacturing environment.
- Advanced skills in ERP and CRM systems; strong proficiency in Microsoft Excel (data analysis, pivot tables, macros) and Outlook.
- Strong background in business process development, documentation, and implementation.
- Expertise in data analytics, SQL database querying, and dashboard/report building.
- Solid experience in process engineering, workflow optimization, and process control.
- Outstanding critical thinking, problem-solving, and communication skills.
