Customer Service Manager

Job description

POSITION SUMMARY: The Customer Service Manager (CSM) will plan, co-ordinate and evaluate the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives. WHAT YOU WILL DO: · Ensure all direct reports are executing on their responsibilities, with a review and adjustments as necessary. · Monitor, support and balance workloads within the team assigning related Customer Service tasks as required. · Provide coaching, guidance, and support to direct reports, identifying any additional training requirements, opportunities for collaboration with other segments or general process improvements. · Develop annual customer revenue and margin budget requirements, both core and program, and monitor monthly. · Develop quoting strategies, customer profitability planning and customer revenue growth plans for team segment with roll out of strategic plan and execution plan to all members of team segment. Quarterly review with Director. · Work with the TSR to establish action plans on gathering market Intel and business development opportunities as a support to the segment revenue growth plan. · Review open contracts and ensu...