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Customer Service Manager

Date Posted: 5/3/2021

Job #1583627
Permanent
Lawrenceville, Georgia
Manager

Lucas Group has partnered with a privately held leading distributor of industrial business supplies and equipment in the Atlanta market.    The Customer Service Manager will be responsible for managing the day-to-day operations of a 100-seat call center servicing customer orders and inquiries with world-class service and reliability.

 

Responsibilities:

  • Supervise the daily operations of a Team Leads and Call Center Representatives
  • Daily involvement in customer service department including handling calls and emails
  • Prepare metrics that drive improvements in open order and rejection code metrics
  • Review performance metrics, diagnoses root cause of individual performance and develops an improvement plan where necessary.
  • Coordinate work activities to achieve the volume expected to meet operational requirements
  • Responsible for selection/hiring; accountable for team member performance
  • Drives employee engagement through direct interaction and support; celebrates team and individual success.
  • Work closely with Senior Manager, Corporate & peers for escalation management and finalizing best business solutions to department and company performance

 

Preferred Education and Experience

  • Bachelor’s degree preferred.
  • Minimum 5 years of supervisory experience in 100+ seat call center/customer service environment
  • Experience with warehouse management systems, order management systems, Excel, MS Word and/or other database and reporting tools.
  • Proven leadership experience and track record of coaching for individual performance improvement and talent development. Passion for supporting team member development with an ability to energize others.
  • Excellent written communication skills with an emphasis on being an influential communicator; comfortable interacting with customers and internal executive leadership team

Title: Customer Service Manager

Location:  Lawrenceville, GA

Client Industry:  Business supplies & equipment

Lucas Group ID:    1583627

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