Customer Service Manager

Job Description
The Customer Service Manager provides the necessary leadership to develop the Customer Service Support Team to exceed customer expectations by ensuring personalized customer service. They add value to our customers' business through a strong commitment to service, by responding effectively and timely to our customers, and continually seeking to make improvements to systems and methods with the goal of achieving maximum efficiency and productivity for both Pixelle Specialty Solutions and its customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Strategic Planning- Develop and maintain service plans which meet changing customer service expectations and enhance our position with our customers. Add value to customers and company by positively impacting mutual goals.
Service Communication- Facilitate interdepartmental communications regarding the goals and strategies of the service department. Conduct customer service assessment meetings with supporting departments. Focus on continuous improvement and relationship building. Represent department through direct customer contact.
Training and Team Development- Provide the leadership and support to Team Leader which promotes team growth and development. Direct training efforts to improve effectiveness of Customer Service Team.
Issue Resolution &
Policy Interpretation- Provide direction regarding service issues which cannot be resolved by Team Leader. Approve deviations from standard service practices and policies.
Process Improvement - Continually review and evaluate service processes and procedures to ensure best service practices. Conduct customer service surveys and benchmark studies to determine overall effectiveness of existing service programs and to identify service trends.
Service Review- Review service complaints and develop a plan to avoid future re-occurrences. Track and report service failures and successes.