Customer Service Manager

at KP Staffing in Grandview, Missouri, United States

Job Description

KP Staffing is now hiring Customer Service Managers in Grandview, MO!

Job Summary

The customer service manager will oversee the customer support function for all product lines, ensuring customer orders, inquiries, and complaints are handled in a timely and efficient manner. This role will lead a team of 8-10 employees and provide hands-on support when the department is short-staffed.

Duties

• Oversee the customer support function for all product lines
• Ensure customer and sales manager orders, inquiries, and complaints are handled in a timely and efficient manner
• Perform customer support specialist duties when the department is short-staffed
• Handle escalated customer situations beyond the scope of customer support specialists
• Prepare customer expectation documents for shipping errors and work with the shipping manager to resolve complaints
• Prepare customer expectation documents for quality issues and work with the quality control manager to resolve complaints
• Issue and manage return goods authorization documents
• Verify delivery dates and expedite customer orders
• Review order, shipping, and delivery reports
• Coordinate activities with production control and production planning
• Oversee maintenance of product and pricing database
• Determine customer status and refer potential new customers to the appropriate sales manager
• Take and process telephone orders for existing customers
• Complete forms and documents to initiate new customer account setup and sales process
• Work with accounts receivable on customer payment issues and terms
• Provide sample products or detailed information to customers upon request
• Assist customers in determining cost-effective shipment methods and order quantities
• Assist customer support specialists during work overload
• Review customer contracts and terms and conditions documents
• Lead updates to the outside sales department on customer, product, and shipping trends
• Provide departmental updates in company meetings

Responsibilities

• Supervise assigned customer support personnel in all activities
• Monitor customer support specialist performance and provide corrective feedback
• Set staffing levels to ensure the department is adequately staffed
• Ensure customer support specialists are properly trained in job functions, software, and hardware
• Take necessary actions to resolve problems or handle unusual or difficult situations
• Lead a team of 8-10 employees across customer service, SOP, data, billing, and receptionist functions

Qualifications

• Manufacturing customer service experience
• High school diploma or equivalent
• BA or BS degree in a business-related field preferred
• Minimum of 4 years of experience in customer service and general office functions
• Ability to read and interpret product drawings, wiring harness layouts, and other technical documents
• Excellent interpersonal and people management skills
• Above average oral and written communication skills
• Friendly and helpful attitude
• Ability to work calmly under pressure
• Ability to work independently and learn quickly
• Detail oriented and highly organized
• Ability to maintain confidentiality with sensitive customer or company information
• Experience with 10-key, typing, and Microsoft Office programs, especially Excel and Word
• AS400 or similar software experience preferred
• Excellent follow-up skills

Job Type

Direct Hire

How to Apply

Start by submitting your resume or visit KP Staffing Grandview, Mo for an in-person interview.