Customer service manager

Customer Service Manager – Job Description Position Overview The Customer Service Manager is responsible for leading the customer service team, ensuring high‑quality service delivery, managing key customer relationships, and driving continuous improvement in customer experience. This role oversees daily operations, resolves escalations, and collaborates with cross‑functional teams to enhance service performance and customer satisfaction. Key Responsibilities 1. Customer Service Operations Management Lead and supervise the customer service team to ensure timely and accurate handling of inquiries, orders, complaints, and service requests. Develop and implement service standards, SOPs, and workflows to improve efficiency and service quality. Monitor daily operations and ensure compliance with company policies and customer requirements. Manage escalated issues and provide effective solutions to ensure customer satisfaction. 2. Customer Relationship Management Build and maintain strong relationships with key customers, acting as a primary point of contact for service‑related matters. Conduct regular business reviews with customers to understand needs, gather feedback, and identify improvement opportunities. Ensure customer expectations are met or exceeded through proactive communication and issue resolution. 3. Performance Monitoring & Reporting Track and analyze customer service KPIs such as response time, order accuracy, complaint resolution rate, and customer satisfaction. Prepare weekly/monthly reports for management and propose improvement actions. Identify service gaps and lead corrective and preventive actions. 4. Cross‑Functional Collaboration Work closely with sales, operations, logistics, planning, and quality teams to ensure seamless service delivery. Support new customer onboarding, system integration, and process alignment. Participate in cross‑department projects to enhance overall customer experience. 5. Team Leadership & Development Recruit, train, and mentor customer service staff to build a high‑performing team. Conduct performance evaluations and provide coaching to improve skills and productivity. Foster a customer‑centric culture and promote continuous improvement. 6. Process Improvement Identify opportunities to optimize processes, reduce errors, and enhance service efficiency. Support digitalization initiatives such as CRM systems, ticketing tools, and automation. Lead root‑cause analysis for recurring issues and drive long‑term solutions. Qualifications & Requirements Education & Experience Bachelor’s degree in Business, Supply Chain, Communications, or related field. 5+ years of customer service experience, with at least 2 years in a supervisory or managerial role. Experience in logistics, supply chain, manufacturing, or e‑commerce is preferred. Skills & Competencies Strong communication, problem‑solving, and conflict‑resolution skills. Customer‑focused mindset with the ability to manage complex issues. Proficiency in CRM systems, ERP, and MS Office tools. Ability to lead teams in a fast‑paced and dynamic environment. Strong organizational skills and attention to detail. Fluent in English; additional languages are a plus. What We Offer A collaborative and customer‑focused working environment. Opportunities for career development and leadership growth. Competitive compensation and benefits package.

公司介绍

职位描述

Lucia Wang