Customer Service Manager Resume Example

As a Customer Service Strategic Account Lead (CSSAL) I was responsible for monitoring and supporting strategic accounts, facilitates the role of Transition Specialist on key projects and supports the Customer Service Teams in escalation and resolution of customer issues. Providing excellence in customer service while supporting and aiding in continuous improvement activities for the customer service teams. In addition, collaborating with the Strategic Account Directors, Territory Sales Managers and Regional Sales Directors on strategic accounts.

• Strategic account support as assigned for the AmesburyTruth Enterprise.
• Escalation, problem solving and reporting on accounts as assigned assuring customer satisfaction.
• Assists in coordinating inventory and planning requirements, facilitating transitions (new, lost and change in business) as it relates to these accounts or special enterprise projects.
• Serves as part of the escalation process and trouble shoots customer issues.
• Provides backorder and order tracking for Strategic accounts and reports on OTD, Complaints and corrective action.

As a Team Lead I assist in effectively driving the Customer Service function to achieve specified levels of service including call/email coverage, accurate order entry and effective intradepartmental communication. In addition, I also work to develop processes in Customer Service to drive cost-effective improvements focused
on enhancing the customer experience. Responsibilities include developing and maintaining positive relationships with customers by processing claims, entering purchase orders, and managing orders through production and shipment.

• In conjunction with Customer Service Manager, coordinate day-to-day activities of team and delegate job
  assignments
• Conduct staff meetings and/or update meetings in Manager's absence or when assigned to perform this
  function.
• Analyze all CS data to determine level of Customer Service provided to customers and developing plans for
  improvement. Examples would include call coverage, customer score cards, customer service response time as
  it relates to inquiries and order entry. In all cases, effectively monitoring issues and proactively interceding to
  eliminate them.
• Manage heightened customer service issues before escalating to Customer Service Manager to optimize customer satisfaction within the confines of business parameters.
• Improve customer service quality results by proactively studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Participate in and act as customer service representative in company-wide special projects.
• Build and maintain customer relationships.
• Continue to perform Customer Service Representative related duties to keep strong background in core functions.
• Process and key orders while working with scheduling and operations.
• Process complaints, CAR (Corrective Action), returns and credits.
• Support Inventory Management objectives – material requirements and lead times.
• Manage open orders for assigned accounts to ensure accuracy and on-time delivery.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  

As a Customer Service Representative I was responsible for representing AmesburyTruth when working with customers and the sales team. The primary objective is to provide quality service and communication in a manner that will promote optimum satisfaction and service through professional and accurate handling of customer needs.

• Building and maintaining client relationships
• Facilitate communication between the customer and the operations organization, assuring their satisfaction while staying
  within Sales and Marketing policies and alerting the organization where appropriate
• Understand the policies and procedures and to use them as a guideline in daily tasks
• Maintain accuracy and efficiency of the department so that customer needs can be met satisfactorily
• Order processing Keying and maintaining, team working with scheduling and operations
• Assessing risk of customer dissatisfaction. All Reps have a responsibility to report all indications of customer dissatisfaction
  and report to the organization
• Processing Complaints, CAR (Corrective Action), returns and credits
  Pricing- Evaluate and execute pricing based on order processing parameters
• Support Inventory management objectives material requirements and lead times