Job Description
Job Description
The Sr. Service Manager is responsible for:
- Improving customer service experience, creating engaged customers, and facilitating organic growth
- Develop and implement customer service policies and procedures to ensure a high standard of service.
- Manage customer inquiries, complaints, and escalations to provide timely and effective resolutions.
- Monitor key customer service metrics and develop action plans to improve service levels.
- Train, mentor, and lead a team of customer service representatives to enhance their skills and efficiency.
- Maintain strong relationships with key customers to understand their needs and expectations.
- Oversee planning and forecasting to ensure product availability and minimize stockouts.
- Work closely with procurement, production, and logistics teams to align supply with customer demand.
- Collaborate on strategies to optimize inventory levels and improve order fulfillment rates.
- Implement data-driven decision-making processes to enhance planning accuracy and efficiency.
- Identify process bottlenecks and drive continuous improvement initiatives.
- Creating a reliable customer loyalty program
- Setting customer service goals for team members and helping them reach those goals.
- Interacting with customers and handling customer queries and complaints on time
- Global shipping knowledge and experience
- Familiar with IOR and Taxes for global deployment
- Generate Quotes with proper currency for Global clients Maintaining relationships with profitable customers
- Making weekly and monthly reports and surveys
- Staying current on the latest industry trends and techniques
- Review and assess customer service contracts.
- Oversee the achievement and maintenance of agreed customer service levels and standards.
- Direct the daily operations of the customer service team.
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
- Ensure the necessary resources and tools are available for quality customer service delivery.
- Review customer complaints
- Track customer complaint resolution
- Handle complex and escalated customer service issues.
- Monitor accuracy of reporting and data base information
- Analyze relevant data to determine customer service outputs.
- Identify and implement strategies to improve quality of service, productivity and profitability. Liaise with company management to support and implement growth strategies.
- Co-ordinate and manage customer service projects and initiatives.
- Ensure budget requirements are met.
- Evaluate and performance manage staff.
- Identify and address staff training and coaching needs.
- Comply with all safety policies, practices and procedures.
- Lead positive team efforts to achieve departmental and company goals.
- All other duties as assigned by supervisor
\nCompany Description
At Phiston Technologies, Inc., we believe in innovation, proactive product development, and secure destruction of data. We pride ourselves on being the leading physical data destruction company in the United States. Our clients include some of the top tech companies globally, such as Amazon, Facebook, and Salesforce.
Our products were engineered in response to the rapid growth of information technology and the inherent rise of data breaches across multiple industries. We deeply understand the standards that government and private entities must follow to protect sensitive information from data security breaches.
Our product line-up shows our continued commitment to ever-changing technology and data security demands. We have the only hassle-free automated crushing systems widely reviewed as a necessity in large organizations. Phiston carries a wide array of products from portable desktop destruction destroyers to enterprise-level data center destruction machines.
Company Description
At Phiston Technologies, Inc., we believe in innovation, proactive product development, and secure destruction of data. We pride ourselves on being the leading physical data destruction company in the United States. Our clients include some of the top tech companies globally, such as Amazon, Facebook, and Salesforce.\r\n\r\nOur products were engineered in response to the rapid growth of information technology and the inherent rise of data breaches across multiple industries. We deeply understand the standards that government and private entities must follow to protect sensitive information from data security breaches. \r\n\r\nOur product line-up shows our continued commitment to ever-changing technology and data security demands. We have the only hassle-free automated crushing systems widely reviewed as a necessity in large organizations. Phiston carries a wide array of products from portable desktop destruction destroyers to enterprise-level data center destruction machines.