Global Customer Service Manager Position Available In Wake, North Carolina

Job Description:

Accentuate Staffing is seeking a Global Customer Service Managerfor an exciting opportunity with one of our clients in Morrisville,NC. The Customer Service Manager oversees customer serviceoperations, trains and mentors staff, handles escalations,implements policies, and collaborates with other departments toensure high customer satisfaction and compliance with industryregulations. Responsible to improve service efficiency, partnerwith the sales teams to maximize business developmentopportunities, modeling a culture of continuous improvement andensuring customer service excellence across the company.

Responsibilities:

Lead and supervise the customer service team of 4employees, providing guidance and support. Train, mentor, anddevelop customer service representatives. Motivate and inspire theteam to achieve high performance and customer satisfaction. Conductperformance evaluations and provide feedback to team members.

Recruit and hire customer service representatives as needed.

Oversee daily customer service operations, ensuring efficient andeffective handling of customer inquiries and issues. Implement andmaintain customer service policies and procedures to ensureconsistent high-quality service. Develop and implement customerservice strategies to improve customer satisfaction and retention.

Monitor and analyze key performance indicators (KPIs) such asresponse time, resolution rate, and customer satisfaction scores(CSAT). Identify areas for improvement in customer serviceprocesses and implement solutions. Mastery of ERP functionality andreporting. Build and maintain strong relationships with customers.

Handle customer escalations and complex service issues in a timelyand professional manner. Respond to customer inquiries andcomplaints in a timely and effective manner. Gather and analyzecustomer feedback to identify areas for improvement. Representcustomer needs and concerns to internal stakeholders. Produces andanalyzes statistical reports specific to customer satisfaction andforecasting/planning. Ensure compliance with company policies andindustry regulations. Partner with Quality department to ensurecompliance to our systems such as complaints. Maintain accuraterecords of customer interactions and service issues. Participate inquality assurance activities and audits. Stay up-to-date onindustry trends and best practices in customer service. Collaboratewith sales, marketing, product, and other teams to improve thecustomer experience. Communicate customer feedback and issues torelevant departments to facilitate problem-solving. Work with otherdepartments to ensure smooth order processing, shipping, anddelivery. Lead cross functional teams to work through customerissues. This includes proactively communicating with external andinternal teams, providing direction and oversight to the teammembers and ensuring customer and business needs are ultimatelymet. Collaborate with Sales, Product Management, and Operations infacilitating the forecasting

Requirements:

Bachelor’s degree (B.A.) from four-year college or university Five years of CustomerService Manager experience with a global manufacturer Must haveobtained a minimum of five (5) years previous experience leadingthe customer service function in a customer-centric organization.

Experience supporting international customers is required.

Experience using Salesforce for document management, creatingreports, and automation is highly preferred. Must have experiencemanaging a team of Customer Service Representative Ability toanalyze process and eager to implement process improvementsKnowledge of international shipping and tariffs