Job Details
**Job Details**
**Customer Service Mgmt - (63483)**
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Category (For Job Seekers) Professionals Location 13821 - ESGS 1382 El Paso TX USA - El Paso, TX 79936 US (Primary)
Job Description Customer Service Mgmt 1
Customer Service Mgmt : Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages the activities of the team and is responsible for staffing decisions, training and development, and performance management of the staff. Manages all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Manages market research to determine special pricing for non standard items in the interests of ensuring appropriate profit margins are reached and maintained. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
* Meet established same-day on-time delivery goals.
* Responsible for customer satisfaction by maintain daily/weekly meeting with customers.
* Maintain accuracy of customers inventory.
* Responsible for the direction of a team of 3+ employees, including training, managing employees and providing feedback and positive reinforcement.
* Monitor operations for compliance and solving day-to-day operational problems.
* Provide service information and adequate solutions to customers.
* Responsible for customer reporting, as well as thorough knowledge of customers products