Customer Service Manager

Robert Half has an exciting opportunity for a Customer Service Manager in Minneapolis, MN. This position will lead and oversee our client’s Customer Service team to ensure the highest level of customer satisfaction. You will be responsible for managing customer relationships, resolving issues, and implementing strategies to improve overall operations.

Responsibilities:

• Lead and supervise a team of Customer Service Representatives to ensure accurate and complete order entry, processing, on-time delivery, and invoicing.
• Conduct regular team meetings, provide training, and develop performance improvement plans as needed.
• Monitor and report on key performance indicators (KPIs) related to customer service.
• Identify and implement process improvements to enhance customer service operations utilizing customer feedback to drive continuous improvement initiatives.
• Serve as the primary point of contact for escalated customer issues, ensuring timely and effective resolution.
• Investigate and resolve customer complaints including billing issues or credit requests, and communicate common problems to internal departments as necessary.
• Oversee the order processing system to ensure accuracy and efficiency.
• Coordinate with production, shipping, and sales departments to meet customer delivery expectations.
• Manage on-hand inventory levels and reconcile to customer orders, forecasts, and just-in-time schedules, including taking physical inventory at month-end.
• Support initiatives to grow the business in the corrugated packaging market by identifying opportunities for improved customer service and retention strategies.
• Bachelor’s degree in Business Administration, Communication, or a related field preferred.
• Minimum of 5 years of experience in a customer service management role.
• Experience in the manufacturing or packaging industry is highly desirable.
• Previous experience managing people with experience in hiring, coaching, performance development, and corrective action.
• Strong attention to meeting and exceeding customer expectations.
• Strong analytical skills with the ability to handle detail-oriented tasks and review multiple documents and reports.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to work in a fast-paced, deadline-oriented environment, prioritize assignments, and handle multiple tasks.