Position Title: Customer Service Manager
Report to: Director of Sales
Location: Chantilly, Virginia
Status: Full time, Direct hire, Exempt
POSITION SUMMARY
- Manage, lead, train and direct the Customer Service Team
- Responsible for performance management and hiring of new employees within the Customer Service Department
- Oversee and actively analyze open order reports to best meet or exceed sales targets
- Manage and grow the relationship with the third party call center
- Develop the Customer Service Specialist role to best service wholesale customers, retail customers and sales representatives
- Analyze current metrics, policies, strategies and processes in order to recommend and implement changes when necessary
- Ensure adherence to the company’s customer support standards and establish and adapt training related to sales support programs
- Develop relationships with outside sales representatives to serve as a liaison with the Sales Department and Customer Service Team
- Assist Customer Service Specialists with inquiries related to customers, policies and systems
- Assist with implementing best practices for the Customer Service Department
- Verify accuracy of information in the database
- Manage difficult situations that are escalated from the Customer Service Specialists
- Work closely with E-Commerce to ensure customer satisfaction from website inquiries and sales
QUALIFICATIONS SUMMARY
- Minimum five years Customer Support experience in an office setting or call center
- Minimum two years supervisory experience that includes managing, leading, coaching and mentoring employees
- Experience serving as a liaison with other departments to achieve goals
- Working knowledge of customer service software, databases and tools (CRM experience)
- Excellent leadership, communication and problem solving skills
- Strong verbal and written communication skills with a high level of diplomacy
- Demonstrated ability to evaluate and balance team and individual workloads through effective time management, prioritization, and strong organizational skills
- Ability to effectively prepare and present information and respond to questions from management, clients, and other employees of the organization
- Bachelor’s Degree desired
Excellent benefits offered. Casual attire. Salary is commensurate with experience, training and education.