WHAT DOES A CUSTOMER SERVICE MANAGER DO?

Published: May 30, 2025 - The Customer Service Manager drives support network development and ensures excellent customer experiences. This role oversees sales operations, order fulfillment, and client relationships. The manager supports stock availability and adapts to market trends for business growth.

A Review of Professional Skills and Functions for Customer Service Manager

1. Customer Service Manager Duties

  • Sales Supervision: Manage the Sales Operations team by supervising sales order work, report consolidation and analysis
  • Sales Forecasting: Provide necessary information and sales forecast to the Sales team
  • KPI Analysis: Analyze the KPI of Sales Operations to help the team work more effectively
  • Cross-Functional Coordination: Be the contact point of Sales to work with other functions such as Procurement, Marketing, Operations, etc., to solve issues related to Sales Operations
  • Order Tracking: Track stock and payment progress from distributors, and update the Sales team with the ordering plan and payment status
  • Delivery Planning: Work closely with the Warehouse team to plan and follow up on the delivery
  • Team Management: Manage the customer service team to ensure all the issues and further tasks related to sales orders are solved appropriately and be completed on time
  • Policy Communication: Compose and announce Sales policy, process, procedure, etc
  • Information Accuracy: Ensure information is delivered to the Sales team/ distributor, agent, etc., in a timely, accurate and thorough manner
  • Project Support: Support projects/ admin work as requested by LM

2. Customer Service Manager Details

  • Team Coordination: Coordinates the team in the planning and execution of Customer Service activities and handles upward and downward communication
  • Performance Monitoring: Sets team goals and monitors performance, including service KPIs on a cross-functional scale (e.g., service-focused KPIs of Sales, Logistics, Finance, Trade Marketing)
  • Audit Coordination: Coordinates audit activities and carries out the necessary controls to manage the risks associated with the execution and management of the service
  • Customer Engagement: Manages customer engagement through meetings organized with top customers on service issues
  • KPI Discussion: Discusses KPI trends and collects feedback with internal stakeholders (e.g., Sales)
  • Commercial Support: Supports the commercial teams in managing the relationship with customers and participates, where necessary, in customer engagement as a Subject Matter Expert
  • Feedback Management: Receives feedback and proposes solutions to develop the commercial relationship
  • Project Planning: Evaluates and plans ad hoc projects aimed at the continuous improvement of customer service
  • Risk Definition: Defines the items to be included in the risk register for activities related to the Customer Service area and implements the necessary controls to reduce them
  • Survey Analysis: Together with the Service Evolution and Customer Engagement Lead, analyzes the results of the Customer Surveys launched during the year and defines action logs
  • Performance Assurance: Fills negative gaps and/or confirms positive ratings to ensure future Best in Class performances

3. Customer Service Manager Responsibilities

  • Employee Coaching: Provide leadership and coaching to ensure that all employees succeed in meeting individual performance goals as well as career growth
  • Performance Management: Establish performance benchmarks and hold the team to those goals
  • Conflict Resolution: Resolve customer conflicts and handle escalation procedures
  • Call Handling: Answer incoming calls to the organisation
  • Order Processing: Check and process incoming orders
  • Customer Advising: Provide advice and information to customers on their orders and company products/services

4. Customer Service Manager Job Summary

  • Demand Forecasting: Gather from Sales Managers and Customers short, medium-term, and long-term demand forecasts and input such information into SAP
  • Order Management: Correct management of customers’ order dates in SAP to ensure an accurate On-Time-In-Full (OTIF) metric that truly reflects customer satisfaction
  • Sales Analysis: Verify the levels of stock, samples, sales, material produced, demand planning, incoming orders and monthly turnover to assess the trend of sales
  • Supply Coordination: Liaise with Supply Chain and Production to ensure the timely purchasing of components and the best allocation of production capacity
  • SLOB Support: Support slow-moving and obsolete (SLOB) management, related to changes in customer demands or to the end of product life
  • Product Transitioning: Monitor smooth and timely phase-in/phase-out of new products, according to customer or regulatory requirements
  • Customer Communication: Proactively manage communication with the customers in terms of operational effectiveness
  • Customer Advocacy: Represent the customer's needs when setting future strategies
  • Opportunity Scouting: Recognize and scout business opportunities within set customer targets
  • Criticality Handling: Deliver the best possible service and handle criticalities
  • Priority Setting: Set up and manage priorities according to customer relevance and operational constraints
  • Claim Management: Ensure that customer claims are duly processed
  • Team Leadership: Recruit, lead and manage the local team to achieve the assigned goals, providing the needed training and coaching
  • Performance Evaluation: Periodic performance evaluations, monitor and improve internal processes and workflows
  • Launch Management: Ensure that product launches and product maintenance are achieved according to customer and/or regulatory requirements
  • Deadline Adherence: Meeting the agreed deadlines, keeping an open and effective communication flow with the customer and all internal departments involved

5. Customer Service Manager Accountabilities

  • Solution Selling: Create, negotiate and sell VYNCKE solutions for maintenance and improvement of the installation budget control, forecast and follow-up activities
  • Order Management: In cooperation with administrative support, manage the entire order flow from quotation to invoice and payment
  • Contract Coordination: Coordinate the execution of the maintenance and service contracts
  • Maintenance Planning: Organize the inspection, preventive maintenance and repair work
  • Team Coordination: Rely on customer service engineers and mechanics from VYNCKE or liaise with subcontractors
  • Issue Handling: Deal with technical issues and ensure these are handled correctly
  • Expert Support: Count on an internal team of technical experts, a help desk and a hotline for expertise and assistance to deliver the best customer value

6. Customer Service Manager Functions

  • Team Operations: Responsible for the operations of the team, staff, results, and customer experience, ensuring that proper policies and procedures are adhered to
  • Team Coaching: Liaise with Senior Manager on team initiatives such as recruitment, development discussions, and coach the team to meet and exceed agreed targets across the department
  • Customer Support: Provide solutions for all customer inquiries via email and live chat with the highest degree of courtesy and professionalism
  • Task Delegation: Plan, prioritize and delegate work tasks to ensure proper functioning of the department
  • Complaint Tracking: Track customer complaint resolutions and provide feedback
  • Knowledge Sharing: Collaborate with team members in sharing experiences and best practices to enhance overall team knowledge
  • Product Education: Stay up to date with product knowledge, company information, launches and campaigns
  • Customer Education: Educate customers about the world of Beauty and Skin Care, DECIEM brands and products
  • Policy Implementation: In partnership with the Senior Manager, assist in developing and implementing customer service policies and standard operating procedures
  • Issue Resolution: Manage customer relationships while handling complex and escalated customer experience issues
  • Issue Investigation: Investigate and triage issues in collaboration with team members who are unable to resolve to bring forth and assist in providing a solution
  • Internal Communication: Communicate important corporate initiatives to the team, ensuring a full understanding of company objectives and vision
  • Performance Reporting: Analyze daily and weekly metrics and create regular reports for presentation to the Senior Manager
  • Performance Monitoring: Effectively use business tools to monitor team performance, quality, and adherence

7. Customer Service Manager Job Description

  • Department Oversight: Oversee, manage and direct the activities of the Customer Care Department, including the direct supervision of a team of account managers
  • KPI Management: Establish customer service key performance indicators and metrics and ensure that these metrics are met
  • Staff Development: Responsible for evaluating customer service capacity and for training, coaching and mentoring
  • Issue Resolution: Responsible for high-level troubleshooting, helping solve customer issues and working closely with operations and accounting management to improve processes
  • Sales Collaboration: Work very closely with sales management and the North America and International field sales team to provide optimal account management and provide reporting and sales analytics to ensure sales growth
  • Customer Insights: Assist marketing efforts by providing customer insights to help with product forecasting and product enhancements
  • Business Initiatives: Significant opportunity to drive key business initiatives to support the company’s rapid growth

8. Customer Service Manager Overview

  • Activity Monitoring: Monitoring virtual activities to ensure sales opportunities are maximized and that customers receive excellent service and quality goods, and ensuring the team is aligned with this goal
  • Service Leadership: Providing excellent internal and external customer service and serving as a role model to other team members
  • Team Development: Interviewing, training, supervising, and developing customer service team members
  • Complaint Management: Initiates the Customer Complaint process, resolves any customer issues/complaints, and manages customer expectations
  • Order Review: Reviews orders for accuracy and completion, and communicates with the sales team regarding any customer and/or order issues
  • Strategic Planning: Achieves customer service objectives by providing customer service information and recommendations of strategic plans and reviews
  • Performance Management: Communicates job expectations to other employees, and plans, monitors, appraises, and reviews job contributions of others
  • Relationship Building: Building and maintaining long-standing customer relationships
  • Standards Training: Ensuring customer service team members are trained to GiftCash standards

9. Customer Service Manager Details and Accountabilities

  • Goal Monitoring: Meets department goals for delivery, quality and productivity by guiding and monitoring the team for adherence to current processes and goals
  • KPI Leadership: Leads the assigned team in achieving key performance indicators (KPIs) through visual and daily management
  • Problem Solving: Proactively leads problem-solving efforts within assigned teams to address gaps in performance
  • Standardization Development: Identifies and develops standard work in common processes
  • Action Execution: Develops and executes on action plans, can deliver on both results and deadlines
  • Compliance Assurance: Ensures that all processes adhere to compliance requirements and established procedures
  • Continuous Improvement: Constantly evaluates the current state for opportunities for continuous improvement
  • Team Coaching: Regularly coaches and mentors team members through face-to-face meetings, phone shadowing sessions, and written communication
  • Employee Engagement: Maintains a high focus on employee engagement
  • Issue Resolution: Responds to and resolves customer issues requiring management intervention
  • Cross-Department Collaboration: Collaborates with peers and other departments
  • Customer Responsiveness: Listens and responds to customer needs
  • Team Motivation: Leads, energizes and engages individuals to achieve personal development and business goals
  • Relationship Building: Builds and maintains good working relationships with peers and other functions
  • Professional Conduct: Maintains composure under pressure, treats others with respect and consideration

10. Customer Service Manager Tasks

  • Support Network Management: Spearhead the creation and management of a proactive customer support network, ensuring a high-quality experience
  • Business Contribution: Actively contribute to the company's growth and success, showcasing passion and motivation
  • Change Adaptation: Embrace changes quickly and encourage continuous development in oneself and the team
  • Service Innovation: Innovate and influence the approach and strategies of customer service at Open Bionics
  • Sales Team Oversight: Oversee the internal sales team at the Jewson Branch in Ruislip
  • Customer Interaction: Handle walk-in customers, address phone inquiries, and visit client sites to promote the product range
  • Account Relationship: Foster relationships with both new and lapsed customer accounts, ensuring they are strong and beneficial for the business
  • Order Fulfillment: Ensure timely processing and completion of all customer orders
  • Stock Management: Assist and support in stocktake activities, making sure products are available as per customer needs
  • Market Awareness: Keep abreast of local market trends and challenges
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