The Customer Service Manager oversees all customer service contacts and disposition of problems and concerns. In addition, they coordinate and oversee factory repairs and field service personnel.
Customer service representatives interact with customers on behalf of the organization. They provide information about the organization’s products and services and respond to customer complaints. Some also take orders and process returns.
Reports to Vice President of Production and Operations. Coordinates activities with the Directors of Quality, Sales, and Production; supervises factory service representatives and field service personnel.
The Customer Service Manager Job Description is mentioned in the following procedures:
Procedure ID and Name
Policies & Procedures Manual
|QP1190 Customer Satisfaction||ISO 9001 QMS|
|SL1050 Customer Service||Sales & Marketing|
A college degree is required; a major in business administration is preferred. Good communication skills and the ability to work well with people are essential. Leadership skills are beneficial.
Ability to communicate orally with customers, management, and other co-workers is crucial. Regular use of the telephone and e-mail for communication is essential. Sitting for extended periods is common. Hearing and vision within normal ranges is essential for normal conversations, to receive ordinary information and to prepare or inspect documents.
No heavy lifting is expected. Exertion of up to 10 lbs. of force occasionally may be required. Good manual dexterity for the use of common office equipment such as computer terminals, calculator, copiers, and FAX machines.
The job is performed indoors in a traditional office setting. Activities include extended periods of sitting and extensive work at a computer.