Are you a seasoned leader with a passion for customer service and the promotional products industry? We are seeking an accomplished Promotional Products Customer Service Manager to join our team. In this role, you will oversee daily operations, surpass established KPIs, and ensure exceptional Customer Experience for both internal and external customers. We value proactive leaders with excellent communication skills, a deep understanding of Emotional Intelligence, and a proven track record in diverse work environments.
WE ARE SPECIFICALLY LOOKING FOR A LEADER WITH EXPERIENCE IN THE PROMOTIONAL PRODUCTS INDUSTRY (FROM THE PRODUCTION AND SALES OF THE PRODUCT, NOT FROM THE CUSTOMER/CLIENT END AND USING THE PRODUCT TO PROMOTE).
Essential Job Functions:
Team Leadership: Inspire, coach, and develop a high-performing customer service team to achieve individual and departmental goals.
Customer Relations: Build and nurture strong relationships with key clients, addressing their needs and resolving issues promptly and effectively.
Process Improvement: Continuously evaluate and enhance customer service processes to boost efficiency and customer satisfaction.
Performance Metrics: Monitor and report on key performance indicators (KPIs) to measure the success of the customer service team.
Training and Development: Design and implement training programs to keep the team knowledgeable about our products and industry trends.
Problem Resolution: Handle escalated customer inquiries and complaints, ensuring swift and satisfactory resolutions.
Collaboration: Partner closely with sales, marketing, and production teams to ensure a seamless customer experience.
Innovation: Stay updated on industry trends and incorporate best practices to improve service delivery.
Why Join Us?
Positive Work Environment: Be part of a supportive and collaborative team that values your input and ideas.
Impact: Play a key role in shaping the customer experience and driving the success of our company.
Requirements:
Experience: Minimum of 5 years in customer service, with at least 2 years in a managerial role within the promotional products industry.
Education: Bachelor’s degree in Business Administration, Marketing, or a related field preferred.
Skills/Abilities:
- Strong leadership and team management skills.
- Proficient in customer service software and Microsoft Office Suite.
- Problem-solving and continuous improvement mindset with the ability to handle challenging situations.
- Detail-oriented with strong organizational skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Experience with CRM software (Info, Zendesk, Salesforce, etc.)
- Experience with Contact Center software (NICE, Avaya, Twilio, Genesys, HubSpot, etc.) including adding/deleting reps, setting up teams, adjusting skills, setting/building reports, handling rep connectivity issues, and assigning new extensions.
- Staffing and scheduling skills (Workforce Management experience).
- Experience with Time To Reply (TTR) email analysis and management software including adding reps, updating teams, and running ad hoc reports.
- AS400 experience a plus.
Join us and contribute to a company where your skills, expertise, and passion for customer service will be recognized and valued. Apply now to be a part of our dynamic team and make a significant impact on our customer service excellence!
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
- Weekends as needed
Application Question(s):
- Position will require travel onsite about 6 times yearly. Are you fine with that?
- This position requires experience in the promotional products industry from the distributor end. Tell me about your experience with promotional products.
Education:
Experience:
- Customer Service Management: 2 years (Preferred)
- Promotional Products: 5 years (Preferred)
- CRM software: 2 years (Preferred)
- AS400: 2 years (Preferred)
- Call Center Management: 5 years (Preferred)
Work Location: Remote