Job Summary

The Customer Service Manager supervises the daily activities of the customer service team, ensuring efficient and effective service delivery. This role sets priorities, coordinates activities, and makes decisions guided by policies, procedures, and the business plan. The manager requires a thorough understanding and application of procedures and concepts within customer service, as well as basic knowledge of related disciplines. This position has formal supervisory responsibilities and plays a crucial role in impacting the quality, efficiency, and effectiveness of the team.

Job Responsibilities

• Oversee the daily operations of the customer service team, ensuring tasks are completed efficiently and effectively.
• Establish priorities for the team to ensure timely task completion and coordinate work activities with other supervisors.
• Make decisions guided by policies, procedures, and the business plan, while receiving guidance and oversight from the manager.
• Apply procedures and concepts within the customer service discipline and possess basic knowledge of related disciplines.
• Impact the quality, efficiency, and effectiveness of the team, contributing to the overall department’s performance.
• Coordinate resources, set daily priorities, and manage the team to meet operational objectives.
• Explain information, convey performance expectations, and handle sensitive issues within the team.

Knowledge, Skills and Abilities

Ability to lead and motivate a team, setting clear priorities and ensuring team members understand their roles and responsibilities. Excellent verbal and written communication skills, with the ability to explain information clearly, convey expectations, and handle sensitive issues effectively. Strong problem-solving skills, using established procedures to address and resolve routine and complex customer service issues. Exceptional organizational and time management skills, with the ability to coordinate resources and manage multiple priorities to meet operational objectives.

Education

•  Bachelor’s degree in Business Administration, Management, or a related field, or equivalent work experience.
• Proven experience in a supervisory role within customer service or a similar field.
• Strong understanding of customer service procedures and concepts.
• Basic knowledge of related disciplines such as sales, marketing, and operations.

WORK ENVIRONMENT

• While performing the duties of this job, the employee is exposed to typical risks of injury in an office environment. 
• Duties include a typical office setting including extensive computer work, sitting or standing.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must adhere to the company’s Code of Conduct and all other policies.

Safety Requirements:

• Follows all departmental and company safety policies and programs.

Physical Requirements:

• Availability to travel 10-20%.

EQUAL OPPORTUNITY EMPLOYER

As an Equal Opportunity Employer, Wayne-Sanderson does not discriminate on the basis of race, creed, color, religion, gender (sex), sexual orientation, gender identity, marital status, national origin, ancestry, age, disability, citizenship status, a person’s veteran status or any other characteristic protected by law or executive order.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.