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Customer Service Manager

Company: Kramer Electronics
Location: Clinton
Posted on: January 16, 2022

Job Description:

Job Description

We are looking for an experienced Customer Service Manager to lead the customer service department of five employees through guidance and engagement. The goal is to continue to develop and improve the department in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Assist in achieving Kramer North America sales objectives and goals
Interviewing and selection of candidates for Customer Service Representative position, document job performance and conduct reviews
Training of new Customer Service Representatives including the understanding or our organizational charts, all aspects of the job through programs, computer software used, products, accounting, etc.
Create and implement basic procedures for Customer Service Representatives to use as guidelines
Hold weekly meetings to brainstorm with Customer Service Representatives any new ideas for improvement, make them aware of any company news either from technical, accounting or marketing
Approve sales discounts, credit memos, and new customer set-up
Meet with Accounting/Marketing/Technical departments to review new processes and share anything pertinent with the Customer Service Representatives
Research and develop new, more efficient methods of sales administration and recommend to management
Create schedules to ensure all shifts are covered each week and approve vacation and personal time
Learn any new programs, products or computer software that CSR's may need to work with.
Work closely with senior management to discuss any pertinent matters and keep informed of any new issues
Document all activity including personnel issues to HR
Document sales related information in Salesforce
Must maintain a professional, mentoring role as a manager and work well with all internal personnel

BS degree in Business Administration or related field
Proven working experience as a customer service manager with a customer service orientation
Experience in providing customer service support
Excellent knowledge of management methods and techniques
Working knowledge of customer service software, databases and tools; Salesforce experience preferred
Ability to think strategically and to lead
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills

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Keywords: Kramer Electronics, Bethlehem , Customer Service Manager, Executive , Clinton, Pennsylvania

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