Exceptional Customer Service Team Manager
3 days ago
We are seeking a skilled Customer Service Lead to develop and manage a high-performing team that delivers exceptional customer service and sales support.
This role involves collaborating with cross-functional departments to ensure comprehensive service delivery and build strong relationships internally and externally.
- Manage and coordinate customer service/sales support team activities to deliver high-quality service to all customers.
- Work directly with key stakeholders to deliver superior service and results in account coordination.
- Project manage orders and product setup, including communicating artwork requirements to prepress.
- Communicate customer packaging requirements through the RFQ process and present quotes to customers.
- Coordinate the customer non-conformance process and liaise with customers until resolved.
- Identify and action aged stock records to ensure allocations are managed within business rules.
- Support new product development enquiries, including samples management and technical guidance.
- Liaise with operations and production teams regarding production dates and commitments to customers.
- Host daily delivery pulse meetings with the scheduler and dispatch manager to ensure DIFOT or misses are communicated to customers.
- Act as the point of contact for customer issues related to internal programs and ensure any roadblocks are communicated and plans implemented for system improvement.
We prioritize employee safety and require all new employees to be fully vaccinated and provide vaccination confirmation or government-approved exemption.
As part of our commitment to excellence, we strive to create a positive impact while keeping customers at the core of our operations.
Requirements- Experience in a related Sales, Customer Service, or Sales Support leadership role.
- Sound understanding of Inventory Management principles.
- Previous experience delivering excellence in customer service.
- Previous experience applying a disciplined approach and following business processes.
- Good analytical and problem-solving skills, along with strong written, verbal, and presentation skills.
- Proficient using the MS Office suite of products.
- A high level of interpersonal skills to build strong stakeholder relationships internally and externally.
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