Customer Service Manager

San Francisco Peninsula , CA | Direct Hire

Post Date: 10/27/2017 Job ID: 3012 Industry: Software/Hardware

POSITION: Customer Service Manager

REPORTS TO: President


 

PURPOSE OF JOB: Manage customer order and invoicing process. Manage process of handling customer complaints and defective product related problems. Manage staff of Customer Service Representatives through intermediate supervisor(s).

 

 

MAJOR DUTIES AND RESPONSIBILITIES:

 

Through intermediate supervisors, determine staffing requirements and scheduling for Customer Service Reps. Train CSR’s as needed. Oversee development and maintenance of order entry system, problem/defect tracking systems, and other customer service databases. Examine warranty claims and customer complaints as needed. Monitor pricing and discounting by sales force. Manage database system reporting related to sales and return/problem activity. Liaison with accounting to identify and resolve accounts receivable problems. Hire, train, and motivate CSR’s and supervisors.

 

EDUCATION/EXPERIENCE REQUIREMENTS:

Level 3: B.A. or equivalent preferred. Minimum eight years experience in customer service, preferably in a medical device company. Four or more years prior supervisory experience required.

 

OTHER QUALIFICATIONS: Must possess excellent written and verbal communication skills. Very good working knowledge of company products required.


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