Job Description
Job DescriptionPosition Description
The Customer Service Manager is responsible for leading Worldwide Electric's customer service operations and ensuring an exceptional experience for every customer interaction. This role oversees the daily activities of the customer service team, manages order processing workflows, and drives continuous improvement in service delivery, efficiency, and communication.
The ideal candidate is a hands-on leader who combines strong operational management with a customer-first mindset. The Customer Service Manager works cross-functionally with sales, operations, logistics, and finance to ensure seamless order fulfillment, issue resolution, and long-term customer satisfaction.
Responsibilities may include, but are not limited to, the following:
1. Leadership & Team Management
- Lead and develop the customer service team: Oversee hiring, training, and performance management to ensure a knowledgeable, high-performing team.
- Foster a customer-centric culture: Model professionalism, responsiveness, and accountability across all customer interactions.
- Provide coaching and feedback: Conduct regular check-ins and reviews to enhance performance and employee engagement.
- Workload and resource allocation: Ensure team coverage and operational balance to meet service level expectations
2. Customer Experience and Issue Resolution
- Ensure high-quality customer interactions: Maintain consistent standards for communication, accuracy, and responsiveness across all service channels.
- Manage escalations effectively: Resolve complex customer issues with urgency and empathy, ensuring timely follow-up and resolution.
- Implement customer feedback initiatives: Track service metrics, analyze feedback, and identify opportunities for improvement.
- Collaborate with key departments: Partner with operations, logistics, and sales to proactively address challenges and streamline solutions.
3. Order Management & Process Improvement
- Oversee order entry and fulfillment accuracy: Ensure all customer orders are processed correctly and delivered on schedule.
- Drive process optimization: Evaluate workflows to improve efficiency, reduce errors, and shorten response times.
- Maintain ERP/CRM integrity: Ensure data accuracy in systems for tracking orders, returns, and customer information.
- Standardize best practices: Document procedures and train staff to maintain consistency in service delivery.
4. Reporting and Continuous Improvement
- Monitor performance metrics: Track key indicators such as response times, order accuracy, and customer satisfaction.
- Develop and present reports: Communicate service trends and insights to leadership for strategic decision-making.
- Champion continuous improvement: Lead initiatives that enhance productivity, service quality, and team morale.
- Contribute to cross-functional projects: Represent the voice of the customer in internal discussions on operations, systems, and policy improvements.
Qualifications
- 5+ years of customer service experience, with at least 2 years in a leadership or supervisory role (industrial/electrical sector preferred).
- Strong understanding of order management, ERP/CRM systems, and customer service workflows.
- Proven ability to lead, coach, and motivate a customer service team in a fast-paced environment.
- Excellent communication, problem-solving, and conflict-resolution skills.
- Detail-oriented with strong organizational and analytical abilities.
- Demonstrated ability to collaborate across departments and drive process improvements.
- Bachelor's degree in Business, Management, or related field preferred.
Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
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