Customer Service Manager – STG Position Available In Maury, Tennessee
Tallo's Job Summary: The Customer Service Manager position at STG ABCorp NA Inc. in Columbia, TN involves supervising a team of six representatives, overseeing order processing and customer communication, and implementing process improvements. The role requires strong leadership, communication, and problem-solving skills, along with experience in customer service management.
Job Description
Customer Service Manager – STG ABCorp NA Inc. 711 Armstrong Lane, Columbia, TN 38401
Schedule:
Monday through Friday, onsite position
Location:
Columbia, TN Key Responsibilities:
Leadership & Management:
Supervise, mentor, and provide guidance to a team of six customer service representatives. Conduct performance reviews, provide coaching, and create professional development plans. Ensure the team meets and exceeds performance metrics and customer satisfaction goals. Participate in the day-to-day operations of the department and others as needed.
Customer Order Management:
Oversee the accurate and timely processing of customer orders. Track and monitor orders to ensure on-time delivery. Collaborate with internal departments, including logistics and sales, to resolve any order-related issues.
Customer Communication:
Manage inbound and outbound customer calls, including addressing inquiries, resolving complaints, and conducting follow-ups. Implement and oversee a customer satisfaction survey process to gather feedback and identify areas for improvement. Ensure proper documentation of customer interactions within the system.
Process Improvement:
Identify opportunities to streamline order management and customer service processes. Develop and implement best practices to improve efficiency and customer satisfaction. Provide insights and recommendations to senior management based on customer feedback and operational data.
Qualifications:
Proven experience in a customer service management role, preferably in a call center and / or order fulfillment environment. Strong leadership and team management skills. Excellent communication and interpersonal abilities. Proficient in customer relationship management (CRM) software and/or order tracking (ERP) systems. Strong problem-solving skills with the ability to manage multiple priorities, Skillful competence with MS Outlook, Excel and Word.
