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Customer Support and Service Manager

  • Division: Manufacturing & Engineering
  • Level: Manager/Supervisor
  • Type: Direct Hire
  • JobID: 35962
  • City/State: Columbia Area, South Carolina
Job Description

Customer Support and Service Manager

The Customer Support and Service Manager supervises the day to day operations of the customer support department. The Manager is responsible accuracy of the sales order entry and for maintaining consumer satisfaction through the provision of problem-solving resources, and providing leadership to the customer support agents, and tech support agents ensuring that they are constantly providing the best in-class customer services.

The Customer Support and Service Manager is also responsible for driving and delivering key support metrics, best practices, knowledge-based content, and methodologies that ensure the delivery of unsurpassed support and service.

  • Achieves customer service objectives through the contribution of customer support information and strategic plans.
  • Prepares and completes action plans, relaying quality customer support standards and resolves any departmental issues/problems.
  • Identifies customer service trends, determine system improvements, and implements changes that improve existing strategies and bring about improvement in customer support initiatives.
  • Ensures improvement in customer support quality by monitoring and evaluating customer support strategies, analyzing results, and implementing necessary changes.
  • Establishes and improves customer service policies and procedures for the department, ensuring full implementation of the customer support strategies across the business.
  • Ensures that customer support agents have managed all consumer complaints or feedback in a satisfactory manner, resolving all issues within a reasonable time.
  • Actively promotes and manages the process of continuous improvement in the department.
  • Creates and sustains a positive team environment that displays high levels of team-spirit and motivation.
  • Participates in the communication with consumers investigating and resolving consumer problems of a complex and long-nature as well as high-value customers as well as handles major customer incidents, such as security issues and issuing of refunds and compensation to consumers.
  • Forecasts the customer support department’s financial requirements and preparing weekly/monthly/annual departmental budgets, scheduling expenditure, overseeing departmental budgetary allocations, and initiating any necessary corrective measures.
  • Keep the customer support department updated on the latest customer support practices in order to keep the business at par or even ahead of competitors in the industry, enabling the business’s advanced customer acquisition and retention.

QUALIFICATIONS:

  • Bachelor’s degree in Business Administration, International Relations, Public Relations, Psychology, Information Technology, or any other related field.
  • At least 5 years of working experience in a leadership role for customer and sales support in a manufacturing environment.
  • At least 3 years of experience working in a highly regulated manufacturing environment is a plus
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