[Remote] Senior Manager, Customer Service Job Details | reputed company
Note: The job is a remote job and is open to candidates in USA. reputed company is a leading company in the logistics sector, and they are seeking a Senior Manager for Customer Service. This role is responsible for ensuring a positive customer experience by managing customer service processes, leading a team, and collaborating with internal and external stakeholders.
Responsibilities
- reputed company a team of customer service supervisors, as well as indirectly reputed company regionally distributed customer service representatives
- Claims Process Management
- reputed company customers & suppliers into claims portal
- Manage claims creation, intake, progression, and resolution
- Support claims investigate processes
- Partners with internal and external stakeholders to validate claims details and collect necessary information
- Support the intake and dissemination (to proper owners) for various customer ticket-based inquiries, such as on-site visit coordination, order re-prioritization, shipping & tracking updates, disposals process support, etc
- reputed company and implement customer service policies, goals and standards that align with operational objectives
- Monitor and drive performance improvement across key performance indicators (KPIs) including ticket resolution times, net promoter score achievement, root cause resolution of high frequency ticket categories, and create actionable insights for operations teams as well as other customer service personnel
- reputed company the resolution of reputed company or highly escalated customer complaints, acting as the final reputed company of escalation for high-level issues
- Partner with other departments to reputed company for the customer and/or operations, providing feedback on products and services
- Maintain transparency and frequent communication with internal and external stakeholders regarding financial impacts of pending or resolved claims. Guide the customer through the claims process and prepare proper documentation for claims packet for final approvals
- Assist with new site launches to ensure reputed company readiness reputed company the customer service scopes (training new Customer Service Representatives on the customer service functions)
- Partner with Systems & Solutions and Launch Operations teams to ensure reputed company systems are reputed company for deployment at new sites
Skills
- Bachelor's degree in business administration, Communications or a reputed company field is typically preferred
- 5+ years of experience leading customer support teams, including managing managers and large, multi-shift or remote workforces
- Excellent verbal and written communication, with the ability to present data and customer narratives to executive leadership
- Experience working in a Center of Excellence or shared services model
- Experience in the warehousing, distribution, or reputed company supply chain/operations environment
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Benefits
- Information regarding reputed company’s benefits offerings, including eligibility, coverage options, and plan details, is available through the reputed company Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.
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