Job Title: Customer Service Manager
Department: Customer Service
Reports To: VP of Sales/Marketing
ABOUT THE ROLE:
Come be part of an amazing team! Admiral Packaging, Inc. is a packaging company located in Providence, RI. While we have been in business for 127 years, we currently find ourselves in a phase of rapid change and growth. Ideal candidates will want to work in an environment that is fast paced, challenging and fun!
SUMMARY:
The Customer Service Manager oversees the customer service department including all activities, personnel, and processes, including order entry; order/shipment status; complaint and credit processing; customer information maintenance and all aspects of providing excellent customer service to our customers.
DUTIES AND RESPONSIBILITIES:
- Manages, directs, and supports Customer Service Representatives. Evaluates performance and all customer service duties in line with company strategies to achieve customer satisfaction.
- Directs Customer Service activities and sets team and individual performance goals.
- Analyzes data to identify, propose, and implement needed improvements.
- Responsible for training Customer Service Representatives in customer relations techniques, order processing procedures, and software systems.
- Manages workload in Customer Service Department to provide excellent response to customer orders, questions, and complaints.
- Collaborate with cross-functional teams to resolve customer issues promptly.
- Provide support administration to company website and social media accounts.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Excellent interpersonal and communication skills, both written and verbal.
- Thorough understanding of customer service protocols.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- Proficient in learning new software applications.
EDUCATION AND EXPERIENCE:
- Associate or bachelor’s degree in business administration, Sales, Marketing or related discipline, preferred.
- 2+ years of experience as a Customer Service Manager, preferred.
- 2+ years of supervisory experience, required.
- Knowledge of Microsoft Office, Dynamics, and SharePoint a plus.
SALARY
$80,000-$115,000 commensurate with experience.
