Customer Service Manager Responsibilities and Duties

Manage and track customer orders from purchase to final shipping.

Identify and manage customer service resources.

Maintain documentation to track customer requests and inquiries.

Provide administrative and operational assistance to ensure smooth product delivery to customers.

Deliver prompt and professional solutions for customer inquires via phone, email, online chat etc.

Provide customers with product information, availability, lead-time and making product recommendations.

Create and run reports as necessary to discover or track customer ordering trends, manufacturing lead times, testing timetables, etc.

Resolve customer inquiries in timely and accurate fashion to ensure customer satisfaction.

Develop standard procedures and policies to better serve customers.

Manage recruiting, training, and performance management of customer service associates.

Evaluate customer support results and prepare action plan for improvements.

Resolve problems that affect the service, efficiency, and productivity of the customer service associates.

Perform business market analyses to determine customer needs and new opportunities.

Implement strategic plans to improve customer service and company’s revenue.

Ensure to provide 24/7 support of exceptional customer service.

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