Job Description
**Full-Time Position: Client Services Manager/Director**
**Job Summary:**
Join our team as a Client Services Manager/Director, where you will play a pivotal role in guiding and supporting our customer success team. Your responsibilities will include overseeing daily operations, ensuring exceptional service quality, and fostering a positive work environment.
**Duties and Responsibilities:**
- Collaborate in developing the department's infrastructure and standard operating procedures.
- Create and refine company guidelines, particularly those related to service quality.
- Lead and manage the department, ensuring adherence to established guidelines.
- Develop knowledge-based documents, including summaries and responses to frequently asked questions.
- Recruit entry-level client service employees.
- Train new hires on customer service policies, procedures, and best practices.
- Organize and oversee department schedules and workloads.
- Conduct timely and constructive performance evaluations.
- Handle disciplinary actions and terminations as needed, in accordance with company policy.
- Monitor and review customer interactions to ensure quality and compliance.
- Keep team members informed about changes to company products and services.
- Collect and analyze data to prepare reports on customer complaints and inquiries.
- Generate monthly reports summarizing the team's performance.
- Assist in budget preparation for the Client Service department.
- Perform other related duties as assigned.
**Required Skills and Abilities:**
- Bachelor's degree in business, technology, or a similar field.
- Minimum of five years of client service experience.
- Preferred two years of experience in a supervisory role.
- Experience in customer service or customer success within the manufacturing industry.
- Excellent communication and presentation skills.
- Personable and enjoys working with people in a customer-facing role.
- Knowledge of project management/delivery methods and tools.
- Organized, detail-oriented, and capable of managing multiple clients simultaneously.
- Ability to work both collaboratively and independently with minimal supervision.
- Strong problem resolution skills and the ability to engage with internal teams to resolve client issues.
- Logical approach to diagnosing and resolving basic to intermediate issues, recognizing when escalation is necessary.
- Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, and ticketing/tracking systems.
- Experience in the Food & Beverage or Consumer Packaged Goods domain is preferred.
- Familiarity with Salesforce (or other CRM) is desired.
- Willingness to travel up to 30% of the time.
- Comfortable working remotely with video-conferencing tools.
- Excellent management and supervisory skills.
- Extensive knowledge of customer service procedures and principles.
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional demeanor.
- Ability to coach and mentor client service representatives.
Employment Type: Full-Time
Salary: $ 80,000.00 120,000.00 Per Year
Job Tags
Full time, Remote job,