Customer Service Manager Job at RJO Consulting in Union City

Our client in Union City/Fremont area, CA is hiring a Customer Service Manager. This is a full-time employee position with great opportunity to work on challenging assignments and grow your career.

REPORT TO: Director of Operations

SUMMARY:

This is an exciting opportunity to be the Champion responsible for enhancing the GCM customer support functions into an experience resulting in loyal customers that generate additional opportunities in the form of repeat sales and further market share.

This role is responsible for providing industry leading service levels, transactional efficiency, and cost management. This will be accomplished by leveraging analytics, implementing best practices, and developing an overall strategy for the department to best service a variety of customer service needs.

PRIMARY RESPONSIBILITIES:

• Must be a team player as measured by his/her peers
• Oversees Customer Service Department to ensure excellent service to GCM customers
• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Manage 10-day daily forecast meetings to drive operations to meet customer needs
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze metrics and compile accurate reports
• Recruit, mentor and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment
• Collaborates directly and closely with the operations and manufacturing teams, and other related departments to ensure customer satisfaction
• Motivate and empower team members to achieve objectives and to develop a culture where employees feel ownership in what they do
• Provide technical and interpersonal growth guidance to the team members and ensure that all aspects of customer service meet/exceed customers’ and management expectations.

KNOWLEDGE AND SKILL REQUIREMENTS:

• 6-10 years of progressive experience as a customer service representative in a contract manufacturing environment.
• Bachelor’s Degree from a 4-year college
• Proficient in MS Office Suite
• Experience using an ERP system Experience in collecting and presenting statistical data and converting into reports
• Strong analytical and reasoning skills—ability to define problems, collect data, establish facts, and draw valid conclusions
• Demonstrated track record of effective communication with technical and business leaders at all levels and enjoy working with a fast-paced team.
• Supervisory experience is a plus WORKING CONDITIONS

Working conditions are normal for an office environment. Work may require occasional weekend and/or evening work.

Interested? Or know someone who is? Email your resume to shawn.arbid@rjo-consulting.com