Location: Windsor,CT, USA
**Customer Service Manager $55k**
Windsor, Connecticut | Full Time The Customer Service Manager is responsible for managing a team of Customer Service Representatives serving Professional customers. Manager is responsible for all departmental planning, directing, coordinating, and controlling customer service department and CSR activities while ensuring the customer needs are met. Manager handles daily operational responsibility, customer escalations, CSR coaching and counseling, and enterprise level management functions. Manager is accountable to the director for the teams performance metrics and for hitting defined goals and targets. Roles & Responsibilities **ESSENTIAL DUTIES AND RESPONSIBILITIES:**
* Manager should have general Hoya CS proficiency with regard to order placement and management, systems and tools, products and customers to be able to handle escalations, account management and coaching and counseling.
* Manage customer relationships, handle escalations, ensure proactive relationship management is taking place.
* Coordinates manpower requirements by increasing or decreasing personnel and approves overtime to meet changing conditions. Adjusts staffing schedules for real time demand and long term planning
* Monitor attendance, vacation, and hours worked of employees.
* Monitor performance of direct reports and provide prompt and objective coaching in accomplishing goals and job performance; write and conduct performance reviews; reward and discipline employees.
* Performance quality management work closely with the Quality Assurance lead to monitor and assess performance. Use QA information to incorporate into coaching, training, and performance evaluations.
* Communicate with customers who are dissatisfied with the product and suggest ways to resolve the issue.
* Work closely with employees to ensure proper training and cross-training is provided to employees on all processes and equipment, and ensure standard operating procedures are followed.
* Monitor, schedule, and maintain customer service activities by coordinating employees around customer demand.
* Ensure policies and procedures that are in place are being followed for production efficiency, safety, and compliance with company and state/federal regulations and guidelines.
* Responsible for working with Territory Sales Managers and other Sales team management to resolving customer issues and complaints.
* Maintain strong working relationship with Sales, Marketing, and Lab Operations
* Work with Dallas lab and other Hoya sister labs to ensure strong partnership with regard to account relationships and job related issue management
* Responsible for processing and approving customer credits when an issue arises.
* Assist and support the customer service representatives in resolving and expediting delayed and multiple breakage jobs.