Customer Service Manager

Description

Job Success Profile

Customer Service Manager

Buckman is a privately held, global specialty chemical company with headquarters in Memphis, TN, USA, committed to safeguarding the environment, maintaining safety in the workplace, and promoting sustainable development. Buckman works proactively and collaboratively with its worldwide customers in pulp and paper, leather, and water treatment to deliver exceptional service and innovative specialty chemical solutions to help boost productivity, reduce risk, improve product quality, and provide a measurable return on investment. Buckman is in the middle of a digital transformation of its businesses and focused on building the capabilities and tools in support of this.

Location

• Memphis, TN

Language

• English

Travel

• Less than 10%

Position Summary

The Customer Service Manager is responsible for overseeing and managing the customer service team to ensure exceptional service and satisfaction. This role involves developing and implementing customer service policies, resolving complex customer issues, and leading initiatives to improve the overall customer experience. The Customer Service Manager will also be responsible for training and mentoring team members, monitoring performance, and collaborating with other departments to drive customer-centric solutions. This requires a focus on continuously improving all aspects of customer experience and related processes and practices. The Customer Service Manager will assist in fostering a positive and productive work environment, resolving team conflicts, promoting teamwork, and providing a positive employee experience, which will be result in a world-class customer experience.

Essential Functions:

• End-to-End Order Management
• Lead, motivate, and coach a team of customer service representatives to deliver exceptional service to our customers and sales force.
• Develop and implement strategies to improve overall customer satisfaction and retention.
• Set clear goals and performance targets for the customer service team and monitor progress regularly.
• Handle escalated customer inquiries and complaints in a professional and timely manner.
• Collaborate with other departments to address customer issues and improve processes.
• Develop and maintain customer service policies and procedures.
• Prepare regular reports on customer service metrics and performance.
• Strong leadership and team management abilities
• Problem-solving and conflict resolution skills
• Assist with collecting and analyzing Customer Service data, including customer feedback, performance indicators, and trends. Support preparing reports and recommendations for continuous improvement of customer service operations.
• Process digitalization and automation
• Develop process flow for core processes and training material (SAP)

Experience:

• Proven experience in a customer service management role, with a minimum of 5 to 10 years of experience.
• Bachelor’s degree in Business, Management, Communications, or related filed

Qualifications/Skills

• Customer oriented
• Excellent communication and interpersonal skills
• Strong leadership and team management abilities
• Problem-solving and conflict resolution skills
• Proficiency in customer service software and CRM systems
• Critical thinking skills
• Excellent problem-solving skills

#LI-JT1

Read Full Description