Customer Operations Manager

Employment Type



: Miscellaneous

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The CustomerService Manager (“CSM”) will be directly responsible and accountable formanaging the office and customer service personnel and ensure providingexcellent services to internal and external customers. Responsibilities include but not limited tolabor management, training and development, performance management, customeraccount management, achieving goals, objectives, key performance metrics, andP&L results to support the business, service our customers and achievebusiness excellence.
Responsible for the impact the team has on the account(s) P&L.
The CSM will be responsible for the successful on-boarding, integration, and implementation of new account(s), including successful training of office/customer service team assigned to the account(s).
Manage existing and new account(s) as it pertains to staffing, work flow processes, adhering to customer requirements, and ensuring timely and accurate invoicing on services provided.
Identify and resolve customer / carrier / vendor issues regarding daily transactional items.
Analyze, recommend and implement improvements to internal systems and work flow processes to enhance the team’s performance.
Develop / update SOPs to provide guidelines to the office/customer service team.
Monitor daily operational results against daily operational plan and work in progress to ensure goals are met timely and accurately.
Ensure reports are generated, communicated and issued timely as required – e.g., metric report for the Order Processing department; customer’s open / short order reports, etc.
Work closely with operations team to ensure customer orders are processed timely and accurately.
Maintain and update the customer’s profile documentation.
Schedule regular meeting with office/customer service team to provide an overview of achievements, and understand challenges, concerns, and issues encountered and share best practices.
Establish and maintain a professional and teamwork environment and adhere to compliance with company policies and procedures and state and federal regulations.
Manage and address employee performance in a timely manner.
Develop and maintain excellent customer relations and provide excellent internal and external customer service.
Perform other duties as required.

Bachelor’s Degree in Business Management or equivalent experience.

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