Montgomery, Alabama, 36108
Job description
Customer Service Manager
Salary: $85,000 – $100,000
Location: Montgomery, Alabama
Position Summary
We are looking for a seasoned Customer Service Manager to enhance and oversee our customer service operations, serving as a vital connection among inside sales, outside sales, operations, and customer support teams. This position is responsible for ensuring a flawless customer journey from initial quotation through to order fulfillment and ongoing post-sales support, prioritizing outstanding service, operational efficiency, and interdepartmental cooperation.
Key Responsibilities
- Provide visionary leadership for the customer service department, guaranteeing top-notch support throughout the customer lifecycle.
- Collaborate with inside sales, outside sales, operations, product management, and commercial teams to enhance the Quote-to-Cash process, including elements such as pricing, quoting, order management, and customer assistance.
- Guide customer service and technical support teams in delivering prompt, accurate, and client-centered service.
- Act as the customer advocate by pinpointing areas for process enhancement, communication, and service delivery improvements.
- Create and execute customer service strategies, standards, and key performance indicators (KPIs) that align with business goals.
- Encourage strong collaboration across various departments to ensure that customer commitments, product launches, pricing strategies, and operational focuses are effectively met.
- Lead continuous improvement initiatives aimed at boosting customer satisfaction, operational efficiency, and service quality.
- Cultivate, mentor, and develop a high-performing customer service team dedicated to accountability, growth, and ongoing improvement.
- Track and present customer service performance metrics, operational risks, and growth recommendations to upper management.
Qualifications
- Bachelor’s degree is required; an advanced degree is preferred.
- At least 6 years of advancing experience in customer service, customer operations, or customer support, with leadership roles.
- Demonstrable experience in creating and implementing customer service strategies within an organization.
- Robust background in customer service operations, service transformation, and performance management.
- Proven leadership skills, organizational development capability, and experience in change management.
- Experience in leading cross-functional projects and enhancing comprehensive customer experiences.
STEMHUNTER is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity, and gender expression), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law. We comply with all applicable equal employment opportunity and affirmative action regulations.
