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Customer Service Manager Resume Example

Resume Score: 80%

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CUSTOMER SERVICE MANAGER
Summary
Skills
Experience
Customer Service Manager|Company Name - City, State|03/2019 - Current

As a Customer Service Manager I'm responsible for the AmesburyTruth Customer Service Teams within their designated Amesbury Truth location and reports to the Strategic Account Director. Key elements
include ensuring that team acts within the roles and responsibilities in execution of the order entry process and customer satisfaction. This includes but is not limited to facilitating customer issues and
aiding in continuous improvement activities. Required to report on individual plant performance related to customer satisfaction (shipping performance, open order and shipping status, complaints, credits and returns), conducts performance reviews, manages the customer service reps and supports strategic projects as assigned. Responsible for team development, retention, hiring and firing.

  • Monitors staffing levels, ensures performance management as well as recruiting and employee development and training
  • Facilitation of customer requirements driving through order processing and customer satisfaction
  • Assists in coordinating inventory and planning requirements on site and supporting Sales/Mktg efforts on large projects
  • Supports all policies and procedures and conducts team training
  • Evaluates processes for continuous improvement
Customer Service Strategic Account Lead|Company Name - City, State|02/2017 - 03/2019

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.
Customer Service Lead|Company Name - City, State|10/2015 - 02/2017

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.
Customer Service Representative|Company Name - City, State|06/2001 - 10/2015

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
Education and Training
Rhinelander High School|City, State|06/2000High School Diploma
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Resume Overview

School Attended

  • Rhinelander High School

Job Titles Held:

  • Customer Service Manager
  • Customer Service Strategic Account Lead
  • Customer Service Lead
  • Customer Service Representative

Degrees

  • High School Diploma

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