KEY Apparel is a clothing company located in Fort Scott, Kansas. Key’s focus is on work, industrial, outdoor and office related apparel. Key is looking for a Customer Service Manager who must be able to plan, coordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives. A Customer Service Manager is responsible for overseeing the daily operations of the customer service department. Their duties include communicating customer service objectives to Customer Service Representatives and other department personnel, compiling data to make assessments of their department’s progress and coordinating with upper management to find ways to enhance their customer service objectives among their employees. This person must be comfortable in and able to navigate an entrepreneurial environment and must be willing to toggle between strategy and execution on a daily basis. Both a leader and a doer, this person will be the customer service expert for the company.
Primary Responsibilities Include:
Develop and implement customer service policies and procedures
Define and communicate customer service standards
Review and assess customer service contracts
Oversee the achievement and maintenance of agreed customer service levels and standards
Setting customer service goals for team members and helping them reach those goals
Direct the daily operations of the customer service team
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Ensure the necessary resources and tools are available for quality customer service delivery
Review customer complaints
Track customer complaint resolution
Handle complex and escalated customer service issues
Monitor accuracy of reporting and data base information
Analyze relevant data to determine customer service outputs
Identify and implement strategies to improve quality of service, productivity and profitability
Collaborate with company management to support and implement growth strategies
Coordinate and manage customer service projects and initiatives
Ensure budget requirements are met
Evaluate performance of staff
Build a positive and high performing culture
Be readily available to staff to discuss any issues that may arise
Identify and address staff training and coaching needs
Price list input and management
Education and Experience:
Relevant bachelor's degree
Customer service experience
Supervisory experience
In-depth knowledge of customer service principles and practices
In-depth knowledge of customer service software, databases and CRM tools
Current with relevant technology trends and applications
Proficiency in MS Office applications
Experience in use of social media platforms
Product knowledge
Key Skills and Competencies:
Communication skills
Customer service focus
Supervisory skills
Problem analysis and problem-solving
Decision-making
Planning and organizing
Initiative
Flexibility
Presentation skills
Stress tolerance
This job profile is not meant to be all inclusive of the responsibilities of this position and this position may require the performance of other duties as necessary.
Compensation/Benefits: Key offers competitive compensation including a highly competitive benefits package.
Interested candidates please send resume with references via e-mail to hr@keyapparel.com
For more information about Key, please visit our website at www.keyapparel.com