- Microsoft Project
- Succession Planning
- Program Management
- Customer Service
The Customer Service Manager is responsible for driving quick resolution of customer issues through the Customer Service Representatives and Specialists teams resulting in stronger customer relationships and increased customer retention. The role oversees activities to ensure a customer-centric mindset within the teams. Promotes a culture focused on providing a positive and low-effort customer experience.
ESSENTIAL DUTIES AND JOB RESPONSIBILITIES:
Represent and champion the voice of the customer to ensure a customer-centric mindset/ approach.
Provide direction to the customer service teams ensuring KPIs are achieved and customer issues are completely resolved.
Drive performance through ongoing coaching, training and development of Customer Service leads and supervisors including succession planning and solution finding for full employee engagement.
Establish clear and measurable goals for the customer service teams; develop applicable metrics and track achievement of goals.
Deploy technology for systems and applications that decreases average problem-resolution days and transitions repetitive customer inquiries to digital solutions.
Utilize survey technology to support Net Promoter Approach (NPA) allowing customers to provide feedback using multi-channels including on-line, email, SMS text, chat, IVR or mobile applications.
Align with other functions to correct defects that negatively impact customers and provide continuous improvement.
Collaborate cross-functionally within DHL eCommerce and globally with other DP DHL teams to cross pollinate solutions that support a global customer experience strategy.
Follow emerging trends and best practices in customer service to identify continuous improvement and efficiency/productivity opportunities.
Manage the appropriate budgets and ensure staffing and workforce planning adequately cover customer complaint/inquiry volume
Ensure department consistency and adherence to established policies and procedures, quality service standards and challenge any initiatives that are not customer focused by proposing solutions that profitably meet customer needs.
EDUCATION / EXPERIENCE:
Bachelor's Degree or equivalent experience.
3-5 years of progressive management experience.
3-5 years of Customer Service or Program Management experience
Effective leadership, team development and change-management skills
Strong knowledge of KPIs and performance metrics that drive quality service standards and continuous improvement
Sound decision-making, problem solving and organizational skills
Systematic overall knowledge of customer service with the capacity to perform in-depth analysis
Capable of delivering service excellence and responding with sense of urgency to resolve escalated customer concerns/complaint
Proven ability to manage improvement projects from concept to deployment
Demonstrated ability to establish a positive working environment, coach and guide teams
Established competency in creating customer service policies and procedures
Exceptional verbal and written communication skills
Ability to interact and communicate with all levels of staff and executive management
Expertise in MS Office, MS Visio, MS Project preferred
Physical demands are consistent with a professional office setting.
Regular sitting at work station for 25 – 75% of the work shift
Frequent standing and walking
Equal Opportunity Employer – Veterans/Disability