Customer Service Manager

OVERVIEWManage all customer care functions for assigned customer base. Responsible for ensuring that all customer requirements are handled and processed accurately and timely. Manage all customer service functions to ensure assigned customers are provided a world class, compelling customer care experience.RESPONSIBILITIES

Plan, assign, and review the work of associates providing customer care supportAdminister assigned Automatic Call Distributor queues and ensure personnel alignment to meet service levelsManage the training, orientation, and continuing development of subordinate associatesCoach, counsel and mentor assigned personnel on work-related problems or questionsResponsible for workforce management of assigned associatesDevelop and implement new and revised policies and proceduresDetermine and assemble data, compose special reports, periodic correspondence or work related records to support sales or customer requests and/or requirementsAnswer inquiries from subordinates and customers concerning escalated issuesAnalyze workload trends and staff appropriately to meet customer's expectationsAnalyze call queue Key Performance Indicators (KPI) and initiate required corrective actionsAnalyze Sale Order Life Cycle KPI's and initiate process improvement projects as requiredInitiate and coordinate system enhancement projectsLead and/or participate in cross-functional teams and team projectsUse extensive experience and judgment to plan and accomplish goalsManage expenses for assigned teamManage a team of approximately eight (8) to twenty (20) associatesResponsible for the professional development, coaching, counseling, and training of assigned personnel

QUALIFICATIONS

Minimum three (3) years supervisory experienceFive (5) years customer service experience.Bachelor's Degree in a business related discipline or six (6) years additional equivalent combination of work experience or education requiredMaster's Degree a plusExpert knowledge of ERP systems and processesVisual knowledge a plusIntermediate knowledge on Microsoft Office SuiteIntermediate knowledge on Microsoft Visio applicationIntermediate knowledge of law enforcement equipment and industry a plusExcellent interpersonal skillsExcellent communication skills both verbal and writtenExceptional time management skillsProven ability to multitaskProject management skillsBasic Automatic Call Distributor administrationProcess improvement skillsVendor managed inventory skillsElectronic B2B concepts and processesVendor compliance and customer satisfaction conceptsEnterprise cross-functional process knowledgeBasic contract development and administrationForecast and demand planningCustomer Relationship Management (CRM) concepts