Customer Service Manager

OVERVIEW Manage all customer care functions for assigned customer base. Responsible for ensuring that all customer requirements are handled and processed accurately and timely. Manage all customer service functions to ensure assigned customers are provided a world class, compelling customer care experience. RESPONSIBILITIES Plan, assign, and review the work of associates providing customer care support Administer assigned Automatic Call Distributor queues and ensure personnel alignment to meet service levels Manage the training, orientation, and continuing development of subordinate associates Coach, counsel and mentor assigned personnel on work-related problems or questions Responsible for workforce management of assigned associates Develop and implement new and revised policies and procedures Determine and assemble data, compose special reports, periodic correspondence or work related records to support sales or customer requests and/or requirements Answer inquiries from subordinates and customers concerning escalated issues Analyze workload trends and staff appropriately to meet customer’s expectations Analyze call queue Key Performance Indicators (KPI) and initiate required corrective actions Analyze Sale Order Life Cycle KPI’s and initiate process improvement projects as required Initiate and coordinate system enhancement projects Lead and/or participate in cross-functional teams and team projects Use extensive experience and judgment to plan and accomplish goals Manage expenses for assigned team Manage a team of approximately eight (8) to twenty (20) associates Responsible for the professional development, coaching, counseling, and training of assigned personnel QUALIFICATIONS Minimum three (3) years supervisory experience Five (5) years customer service experience. Bachelor's Degree in a business related discipline or six (6) years additional equivalent combination of work experience or education required Master's Degree a plus Expert knowledge of ERP systems and processes Visual knowledge a plus Intermediate knowledge on Microsoft Office Suite Intermediate knowledge on Microsoft Visio application Intermediate knowledge of law enforcement equipment and industry a plus Excellent interpersonal skills Excellent communication skills both verbal and written Exceptional time management skills Proven ability to multitask Project management skills Basic Automatic Call Distributor administration Process improvement skills Vendor managed inventory skills Electronic B2B concepts and processes Vendor compliance and customer satisfaction concepts Enterprise cross-functional process knowledge Basic contract development and administration Forecast and demand planning Customer Relationship Management (CRM) concepts