Customer Service Manager

Customer Service Manager

From transportation to communication, from the leading edge of industry to the comfort of the American home, Bosch touches people's lives. Would you like to learn how to become part of our team? Then read on.
Description
Job Description :
Summary: The Customer Service Manager promotes outstanding customer service, facilitates workflow, monitors productivity and ensures staff compliance with policies and procedures for the Londonderry, NH and Ft. Lauderdale, FL sites. Job Duties & Responsibilities: • Set organizational direction (location strategy, team structure, resource allocation) • Definition of service standards for call center, order entry and return authorizations • KPI monitoring and further development to assure transparency of customer experience • Reporting • Cost management • Management of external call center provider • Coordinate and supervise day-to-day workflow in Call Center. • Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions • Provide solutions, if necessary in cooperation with other managers • Oversee and assist in resolving escalated operational and customer service issues • Oversee post training of new hires, ensuring a full understanding of departmental procedures, products and services • Promote teamwork and the cross training of employees • Performance management: responsible for the development and motivation of staff • Encourages and develops skills in employees, coach and mentor reports. • Providing tools and resources to assure excellent customer service • Continually look for ways to improve the performance of the teams by identifying and implementing work efficiencies through the Continuous Improvement Process (CIP) • Flexibly adjusts processes to support sales strategy in alignment with larger business goals • Oversees specific departmental projects • Key role in larger projects for infrastructure e.g. new phone system, SAP roll out • Continually learning and developing knowledge of products and services • Perform any other duties as assigned
Job Requirements :
Qualifications: • Bachelors Degree in a business related discipline or comparable experience • 3 + years of managerial experience in a high volume call center with responsibility for process development • Excellent verbal and written communication skills • Experience with Microsoft office products such as Word, Excel, PowerPoint and Outlook • Experience with call center set up, software and monitoring • Deep understanding of reporting requirements and report setup • Detailed understanding of ERP functionality, SAP experience is preferred • Leadership skills, initiative, detail orientation, excellent analytical skills, and decisive decision-making skills • Work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management • Ability to multi-task and be flexible • Change management • Ability to work in an intercultural environment • Excellent organization and project management skills • Ability to travel to the Ft. Lauderdale, FL site on a regular basis