Customer Service Manager

Location: Torrance, CA
Date Posted: 07-06-2018
Global Manufacturer in the Sports, Lifestyle and Mobil Accessories Industry seeks a Customer Service Manager to join their growing team! In this role, you will have responsibility for designing and implementing the strategic direction for the customer experience. This position is empowered to drive change and work cross functionally to ensure best in class customer experience satisfaction.
 
What You’ll Do:
  • Partner with operations on order coordination, fulfillment, customer allocation policies
  • Develop internal metrics/scorecards for gauging customer satisfaction
  • Monitor and track performance of these and of any customer supplied scorecards.
  • Develop and execute plans and performance metrics that drive a high level of customer loyalty and satisfaction.
  • Onboarding of new customers
  • Establish and manage a streamlined process to ensure the needs of customers are understood and capability gaps are identified and addressed
  • Develop an intimate understanding of service level agreements and terms and conditions
  • Drive awareness, implementation & execution across the organization to include: sales, operations, finance,  and IT
  • Develop internal metrics/scorecards for gauging customer satisfaction
  • Monitor and track performance of these and of any customer supplied scorecards.
  • Develop and execute plans and performance metrics that drive a high level of customer loyalty and satisfaction. 
 
What You Will Bring:
  • 5-7 years in Customer Service with 5+ in a leadership position.
  • B.S. or B.A. degree.
  • 3+ years' with consumer products servicing retail channel customers.
  • Develop coach and lead teams
  • Technically savvy, SAP preferred
 
What We Offer:
  • Base Salary: 100k-110k
  • Annual Bonuses 15%
  • Medical, Dental, Vision, Life paid
  • 401k match
  • Vacation Pay
  • Holiday Pay
  • Sick Pay
  • Tuition and Certification Assistance

photo  
Robert Wilcox
Partner, Executive Search
  
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