WHAT DOES A CUSTOMER SERVICE MANAGER DO?

Reviewed by Lam Nguyen under Editorial Standards

Updated: Mar 23, 2026. The Customer Service Manager drives operational excellence, process improvement, and cross-functional collaboration across global markets to deliver exceptional customer experiences. This role leads and develops high-performing teams, manages KPIs and customer satisfaction metrics, oversees order-to-delivery processes, and ensures effective resolution of complex issues. The manager also builds scalable service strategies, optimizes systems and workflows, and strengthens customer retention while supporting sustainable 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 Accountabilities

  • 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 Functions

  • 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 Overview

  • 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 Details and Accountabilities

  • 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 Tasks

  • 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 Roles

  • 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 Additional Details

  • 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

11. Customer Service Manager Essential Functions

  • Team Leadership: Manage, recruit, motivate, retain, and develop a large Customer Service team, ensuring adherence.
  • Systems Improvement: Recommend and provide ideas on systems, standards, and mechanisms.
  • Performance Assessment: Assess Customer Service efficiency, consistency, reliability, and quality.
  • Service Excellence: Consistently improve and ensure quality services are delivered to customers.
  • Resource Planning: Define resource requirements for the Global Customer Service team.
  • Recruitment Management: Manage the recruitment process, training requirements, systems accessibility, workforce capacity, and holiday schedules.
  • Stakeholder Collaboration: Develop positive relationships with the Global Aftermarket Services teams and the on-site leadership team, acting as the Voice of the Customer.
  • Customer Insights: Drive changes to improve customer satisfaction measurement through Market Feedback Analysis MFA.
  • Process Standardization: Own departmental continuous improvement activities and standardization within Global Customer Service processes across all Aftermarket Services facilities.
  • Continuous Improvement: Create a continuous improvement environment focused on increasing productivity and efficiency.
  • Cross-Functional Coordination: Actively program-manage internal departments including Supply Chain, Planning, Engineering, and Operations, to support on-time delivery targets.

12. Customer Service Manager Role Purpose

  • Subject Expertise: Act as Subject Matter Expert for the Customer Service dept in terms of processes, ERP systems, and other site-specific requirements.
  • Procedure Compliance: Ensure compliance with existing procedures and facilitate regular audits within the Customer Service department to confirm adherence.
  • Credit Authorization: Authorize customer cancellation and credit note requests, ensuring full investigation has been carried out by Supervisors before submission.
  • Metrics Reporting: Prepare, analyze, and present Customer Service metrics for the Aftermarket Services Leadership team.
  • Initiative Support: Support Collins wide Customer Service initiatives, representing the Interiors Aftermarket group.
  • Financial Coordination: Support the Accounts Receivable and Finance team to reduce the aging of unpaid invoices and prepare liquidated damage claims.
  • Ethical Compliance: Ensure strict compliance and ethical standards for all aspects of policies and procedures.
  • Performance Culture: Promote a strong pay-for-performance environment where individuals feel empowered and understand their career path.
  • Coaching Leadership: Perform coaching sessions, counseling, and promote discipline across all levels in the organization.
  • Transition Support: Support on-site transition of Customer Service for the Interiors product group into the Philippines Customer Service team.

13. Customer Service Manager General Responsibilities

  • Customer Experience: Managing every touchpoint and interaction for customer service to deliver a high standard of experience, establish, track, and optimize metrics of customer service quality and satisfaction.
  • Customer Success: Customer satisfaction and customer success will be central to the responsibilities.
  • Platform Optimization: Use and expand on existing platforms to build efficient, scalable solutions for incoming customer requests.
  • Demand Planning: Prepare for all possible outcomes and influx of requests and issues before and upon the product ship date.
  • Policy Development: Create effective customer service procedures, policies, and standards that will scale for the next 1 to 3 years and improve customer outcomes this year.
  • Cross-Team Collaboration: Interface with other teams and departments within the organization to solve complex problems and provide technical support.
  • Support Oversight: Oversee the Customer Support team to efficiently solve all levels of requests and issues.
  • Support Operations: Plan, implement, and optimize agile, scaled 24 by 7 support models, including utilizing outsourced workforces and knowledge base management.
  • Analytics Reporting: Report back on customer metrics and analytics to support customer retention.

14. Customer Service Manager Key Accountabilities

  • Order Accuracy: Support the customer service team to ensure orders are entered and invoiced correctly and promptly.
  • Operations Coordination: Work with the operations team to ensure orders are shipped on time and resolve inventory issues.
  • Issue Management: Work with internal parties to best manage various issues with orders including order size, inventory, EDI issues, and promotions.
  • Pricing Administration: Organize and manage pricing files for all domestic customers.
  • File Maintenance: Maintain customer files, ensuring they are kept current and contain the appropriate vendor agreements, terms, and pricing.
  • Promotion Tracking: Track any special promotions, pricing, and terms that the sales department extends to customers.
  • Order Reconciliation: Reconcile orders and shipping files.
  • Accounting Support: Assist Accounting with disputes and shortage claims.

15. Customer Service Manager Roles and Details

  • Outsourcing Management: Drive and manage the outsourced Customer Service Team for the Bicycles Online Australia business.
  • Staff Recruitment: Recruit and train Customer Service staff members.
  • Team Supervision: Provide day-to-day management of the Customer Service Team.
  • Policy Development: Develop and review policies, programs, and procedures to improve the efficiency and effectiveness of the Customer Service function.
  • Staff Development: Manage, develop, and motivate Customer Service staff.
  • Training Excellence: Ensure staff are highly trained to maintain a high Customer Satisfaction rating.
  • Monthly Reporting: Provide business directors with actionable and clear monthly reporting on the Australian customer service department.
  • Review Management: Monitor and respond to online customer reviews with a focus on creating a positive and engaging business profile.
  • Issue Identification: Identify common issues and delegate them to the corresponding teams.

16. Customer Service Manager Responsibilities and Key Tasks

  • Relationship Management: Develop and maintain strong relationships across various functional areas with both internal and external customers.
  • Order Fulfillment: Manage order fulfillment to maximize service to customers within budgeted cost structures.
  • Warehouse Coordination: Manage internal and third-party warehouse outbound customer volumes within capacities and capabilities.
  • Process Improvement: Lead projects and process improvement initiatives to resolve short and long-term customer issues or initiatives.
  • Performance Metrics: Primary metrics are order fill rate and customer non-compliance fine value.
  • Policy Management: Develop and maintain critical customer service policies including sailing schedules and lead time policies.
  • Scorecard Tracking: Maintain key customer scorecards to track service performance.
  • Team Management: Manage a team of three people focused on delivering great customer service.
  • Cross-Team Collaboration: Collaborate with the eCommerce and product teams to ensure an excellent customer experience starts with product listings and marketing.
  • Customer Support: Answer emails and live chat via social media.
  • Conflict Resolution: Diffuse difficult situations to ensure customers are satisfied.
  • Issue Reporting: Report potential service issues back to the business.
  • Feedback Management: Manage feedback and product reviews across all platforms.

17. Customer Service Manager Duties and Roles

  • Process Optimization: Isolate and identify areas of improvement and develop and implement process improvements to increase productivity and efficiency of the department.
  • Performance Management: Establish key performance indicators and metrics and utilize those metrics to drive results.
  • Team Coaching: Provide coaching and training for the customer care team and backup team.
  • Standards Development: Develop and update performance standards and procedure manuals.
  • Strategic Collaboration: Collaborate with department leaders to drive a global customer service strategy and implementation.
  • Customer Insights: Provide customer insights regarding customer behavior and purchasing trends for the global market.
  • Issue Resolution: Resolve product or service issues by clarifying the problem, determining the root cause, selecting and explaining the best solution, expediting correction or adjustment, involving other functions, and following up to ensure resolution.
  • Field Support: Provide support for field personnel including Clinical Sales Specialists, Economic Reimbursement Directors, and Regional Business Directors.
  • Sales Support: Contribute to order entry and inside sales activities.
  • Team Leadership: Manage the Customer Care Team and make recommendations regarding hiring, advancement, promotion, and other employment-related decisions about the Customer Care department team.

18. Customer Service Manager Roles and Responsibilities

  • Inquiry Management: Manage customer inquiries across time zones.
  • Order Tracking: Oversee and manage order intake and fulfillment tracking.
  • CRM Administration: Log and manage all customer service data in the CRM.
  • Database Management: Manage and develop the customer service database with call, order, and issue details.
  • Complaint Reporting: Report all service complaints and inquiries to Technical Support.
  • Customer Onboarding: Collaborate with Sales and Technical Service on new customer onboarding.
  • Delivery Coordination: Coordinate with Sales, Training, and Technical Service to schedule instrument and reagent delivery.
  • Shipment Monitoring: Schedule and monitor instrument replacement and return shipments.
  • Credit Coordination: Liaise with Finance regarding customer credit profiling.
  • Demand Coordination: Liaise with Marketing, Sales, Supply Chain, and Production regarding on-hand stock and production quantity forecasting.
  • Workflow Development: Liaise with Production, Supply Chain, and Technical Service to establish workflow for all service requirements and special requests.
  • Team Development: Over time, build a team and processes capable of supporting multi-product sales.

19. Customer Service Manager Duties

  • Performance Delivery: Meet department goals for delivery, quality, and productivity by guiding and monitoring the team for adherence to current processes and goals.
  • KPI Leadership: Lead the assigned team in achieving key performance indicators through visual and daily management.
  • Problem Solving: Proactively lead problem-solving efforts within assigned teams to address gaps in performance.
  • Standard Development: Identify and develop standard work in common processes.
  • Action Planning: Develop and execute action plans and deliver results within established deadlines.
  • Compliance Management: Ensure that all processes adhere to compliance requirements and established procedures.
  • Continuous Improvement: Constantly evaluate the current state for opportunities for continuous improvement.
  • Team Coaching: Regularly coach and mentor team members through face to face meetings, phone shadowing sessions, and written communication.
  • Employee Engagement: Maintain a strong focus on employee engagement.
  • Issue Resolution: Respond to and resolve customer issues requiring management intervention.
  • Cross Collaboration: Collaborate with peers and other departments.
  • Customer Focus: Listen and respond to customer needs.
  • Talent Leadership: Lead, energize, and engage individuals to achieve personal development and business goals and retain talent.
  • Relationship Building: Build and maintain good working relationships with peers and other functions.
  • Professional Conduct: Work collaboratively, maintain composure under pressure, and treat others with respect and consideration.

20. Customer Service Manager Details

  • Account Management: Manage all trade and consumer accounts daily.
  • Account Communication: Ensure accounts are updated and informed of any changes at ASC, including price changes, products, discontinued items, new products, and upcoming sales visits from Sales Representatives.
  • Customer Education: Educate customers on potential areas or industries to generate new business.
  • Product Recommendation: Recommend the correct products and styles for potential jobs.
  • Lead Generation: Source and convert new leads.
  • Target Achievement: Achieve quarterly sales targets set by the General Manager of Operations.
  • Reporting Compliance: Prepare detailed feedback reports and submit them on time each month.
  • Visit Coordination: Ensure sales visits are booked correctly and completed two weeks before the set dates.
  • CRM Management: Enter and convert deals and leads in Zendesk Sell.
  • Return Processing: Process all customer returns and credits promptly.

21. Customer Service Manager Responsibilities

  • Team Direction: Provide day-to-day work direction to the team responsible for the EMEA accounts.
  • Operational Supervision: Provide supervision of day-to-day operational activities and guide team members in resolving complex issues and queries.
  • Role Modeling: Act as a role model to team members.
  • Vision Leadership: Create a clear vision for the Customer Service organization and gradually evolve toward Inside Sales.
  • Service Excellence: Take the team to the next level and strive to deliver world-class holistic customer service by providing consistent, differentiated service through a committed team that adds value to customers.
  • Performance Management: Perform all Team Leader performance management responsibilities to consistently measure progress toward objectives.
  • Business Leadership: Deliver business results and model global leadership qualities to enhance personal and team effectiveness.
  • Efficiency Improvement: Identify opportunities to improve teamwork and department efficiency and evaluate risks and opportunities.
  • Implementation Leadership: Lead the implementation of identified improvement opportunities.
  • Strategic Alignment: Ensure improvements are aligned with EMEA and Corporate business objectives.
  • Council Representation: Represent the Customer Service team in relevant process councils.
  • Process Expertise: Take a leadership role among team members by demonstrating expertise in Customer Service-related processes, policies, and systems.

22. Customer Service Manager Accountabilities

  • Order Delivery: Own and manage the Order To Delivery process and its KPIs used to measure Customer Satisfaction.
  • KPI Management: Manage KPIs and metrics in Customer Service operations and monitor and analyze their performance.
  • Management Reporting: Ensure periodic and ad hoc reporting for management to support decision making and fine-tuning.
  • Issue Resolution: Identify and resolve systemic and complex order fulfillment and supply chain-related issues.
  • Strategic Analysis: Provide analytical assessment of day-to-day issues as well as strategic order management opportunities.
  • Project Leadership: Lead the implementation of strategic projects and corporate-driven initiatives such as SAP enhancements, automated E-ordering, and Salesforce integration.
  • Sales Development: Pilot and build a strong inside sales and lead generation team that exceeds sales goals.
  • Outbound Strategy: Establish a structure for outbound calling activities, transactional selling over the phone, and account management.
  • Market Benchmarking: Benchmark against peer companies to gain a broader understanding of Customer Service offerings and new Go To Market trends.
  • Inclusive Leadership: Contribute to an environment where all team members are respected regardless of individual differences and are motivated.
  • Performance Improvement: Improve individual and team contributions to achieve desired business results.

23. Customer Service Manager Functions

  • Complaint Resolution: Ensure any customer complaints are fully investigated and resolved promptly and efficiently.
  • Inspection Reporting: Provide information to relevant Managers and Directors regarding inspections carried out, including recurring defects and poor workmanship.
  • Customer Visits: Attend visits to customers' homes to review reported defects, poor workmanship, and queries.
  • Customer Communication: Ensure the customer is fully updated with actions and time scales.
  • Work Coordination: Advise Coordinators of any instructions to be directed to specific Sub Contractors and Operatives and details of materials required for remedial work that need ordering.
  • Contractor Monitoring: Monitor contractors and Maintenance Operatives while remedial works are being undertaken.
  • Maintenance Oversight: Oversee the work carried out by the Maintenance team and ensure they meet company expectations.
  • Cost Recording: Keep adequate records for costing purposes.

24. Customer Service Manager Overview

  • Welcome Preparation: Complete white box welcome packs and kitchen boxes.
  • Pre Completion Check: Check units 24 hours before completion and ensure all gifts are on display, bows are on doors, and the unit is clean.
  • Post Completion Contact: Visit or contact customers 24 hours after legal completion and occupation.
  • Risk Reporting: Provide feedback on ongoing problems with design and workmanship or any potential financial risk to relevant personnel.
  • Meeting Participation: Attend Client Meetings and Subcontractor Meetings.
  • Query Resolution: Assist the Coordinators in gaining resolutions to customer queries.
  • Builder Coordination: Attend Meet the Builder meetings with Development, Sales, and Site to provide an overview and information on the development and roles.
  • Home Tours: Undertake home tours with the customer before legal completion.

25. Customer Service Manager Details and Accountabilities

  • Inquiry Handling: Field and address customer inquiries regarding pricing, purchase orders, changes, cancellations, and returns.
  • Complaint Resolution: Verify and resolve customer complaints by investigating problems and developing solutions while setting realistic customer expectations in a respectful and caring manner.
  • Quotation Support: Provide price and delivery quotes for standard RFQs.
  • Delivery Coordination: Proactively monitor and update the delivery schedule of new designs with Engineering, Production, and customers.
  • Production Monitoring: Monitor the production schedule for possible issues and ensure that sales transactions are completed accurately.
  • Order Communication: Communicate with the Production Department and customers regarding any deviations from the original purchase orders.
  • System Utilization: Utilize the SYSPRO MRP system and customer portals to confirm customer information, stock status, order status, and pricing.
  • Portal Management: Respond to customer portals and open order reports.
  • Report Development: Develop alternative methods for completing open order reports.
  • Invoice Resolution: Investigate and resolve invoice discrepancies.

26. Customer Service Manager Tasks

  • Administrative Support: Provide accurate and timely administrative support to the sales team.
  • Customer Assistance: Provide support to customers, acting as a point of contact and building customer relationships via telephone and email.
  • Document Preparation: Prepare and check customer documents.
  • Record Maintenance: Ensure systems and records are maintained accurately.
  • Call Handling: Assist with and direct incoming telephone calls appropriately.
  • Product Upselling: Offer and sell additional products to customers.
  • Communication Management: Receive, prioritize, and return inbound phone calls and emails from customers, sales representatives, and prospects.
  • Problem Resolution: Understand customer concerns and complaints, determine the cause of their problems, and identify the best solutions.
  • Issue Follow Up: Expedite issues and follow up to ensure resolution.
  • Product Support: Answer product and service questions including stock checks and shipping status.
  • Relationship Building: Build relationships with sales representatives, customers, and third-party vendors.
  • Policy Implementation: Implement and monitor the company's customer service policies.

27. Customer Service Manager Roles

  • Contact Centre Management: Manage a customer-centric, growing, and diverse contact centre workforce handling multichannel customer interaction.
  • Customer Experience: Ensure the customer experience is exceptional and aligned with the company's brand values.
  • Strategy Implementation: Implement the contact centre strategy and lead the contact centre through continuous motivation and development.
  • Team Inspiration: Inspire the team to achieve contact centre and individual objectives.
  • People Leadership: Coach, manage, develop, and motivate direct reporting employees.
  • Performance Review: Conduct regular performance management reviews, ensuring objectives and development plans are clearly defined and provide regular feedback to team members and management.
  • Data Analysis: Analyze call and operational data to determine operational trends and provide solutions to increase service quality and exceed agreed targets.
  • Initiative Development: Research, promote, and implement new sales, service, and employee satisfaction initiatives.

28. Customer Service Manager Additional Details

  • Team Management: Manage the day-to-day activities of nine Account Managers.
  • Complaint Escalation: Handle escalated complaints.
  • Service Excellence: Ensure all agents provide the highest level of customer service at all times.
  • KPI Achievement: Ensure all KPIs are achieved monthly.
  • Policy Development: Create effective customer service procedures, policies, and standards.
  • Performance Reporting: Assess service statistics and prepare detailed reports on findings.
  • Supply Coordination: Work closely with the supply chain and warehouse to ensure customer orders are shipped on time.
  • Inbox Monitoring: Monitor the customer service inbox.
  • Record Maintenance: Maintain accurate records and document all customer service activities and discussions.
  • Staff Recruitment: Recruit and train new customer service agents.
  • Sales Support: Support the sales team by ensuring new quotes and prices are loaded into the database.
  • Meeting Leadership: Hold department meetings and attend management meetings representing the team.

29. Customer Service Manager Essential Functions

  • Business Coordination: Interface with all business teams to ensure that service levels are achieved and maintained.
  • Cross-Functional Collaboration: Proactively work closely with Product, Marketing, Video Content Operations, and business teams to continuously improve service and reduce customer pain points.
  • Strategic Feedback: Actively seek solutions and provide trends and feedback to the Customer Experience Director and senior management team to drive technology and operational improvements.
  • Development Liaison: Interface effectively with internal development teams and service owners.
  • Professional Conduct: Maintain a positive and professional demeanor and portray the company in a positive light.
  • Policy Authority: Function as an authority for operational policies, procedures, and services.
  • Escalation Management: Function as an authority and escalation point for the Customer Service agency.
  • Agency Partnership: Contribute to strengthening the relationship with the agency by proactively assisting teammates with difficult customer contacts.
  • Role Modeling: Serve as a role model by displaying good judgment, positive work ethic, strong interpersonal skills, adherence to policies, and commitment to excellent customer service.
  • Workflow Management: Analyze the volume of incoming contacts for the team and direct workflow accordingly.
  • Quality Control: Maintain quality and volume using metrics to ensure that individuals and the team meet or exceed standards for the skill group.

30. Customer Service Manager Role Purpose

  • Team Management: Manage the daily functions of the Member Services team, assisting agents with issues, and providing a motivating and understanding work environment.
  • Quality Assurance: Perform weekly Quality Assessments on email and phone interactions to maintain a superior level of customer service across all agents.
  • Performance Coaching: Re-train and motivate in response to QA results.
  • System Administration: Proactively fix, create, and organize Zendesk fields such as Issue Type and Issue Type Detail.
  • Policy Management: Keep an organized list of policy changes for agents in an easily accessible location, compiled in one place.
  • Workload Direction: Direct the team to the most pressing demands as the influx of email and phone calls varies throughout the day and across weeks to hit the target response time.
  • Member Support: Deliver amazing member support via phone and email for even the most difficult problems.
  • Cross-Team Feedback: Provide critical feedback to Engineering, Marketing, Design, and Product teams.
  • Policy Development: Play an integral role in driving policies and practices based on what customers are saying.
  • Process Improvement: Set up new methods and processes to create operational efficiency in Member Services that keep the day-to-day running smoothly and minimize errors.

Job Role FAQs

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A job role refers to the duties, responsibilities, and expectations associated with a specific position within an organization. It explains what tasks an employee performs, how they contribute to team objectives, and how their work supports the company’s overall goals.

What are the typical responsibilities of a job role?

Typical job role responsibilities include completing daily tasks, collaborating with team members, making decisions, and meeting performance targets. For example, a software developer may write code, fix bugs, review pull requests, and collaborate with product teams.

What is the difference between a job role and a job title?

A job title is the official name of a position, such as Marketing Manager or Software Engineer. A job role describes the actual duties, responsibilities, and expectations associated with that position.

Why are clearly defined job roles important?

Clearly defined job roles help organizations improve productivity, reduce workplace confusion, and ensure accountability. When employees understand their responsibilities and expectations, teams can collaborate more effectively.

How do job roles support career development?

Understanding different job roles helps professionals identify career paths and the skills required for advancement. By learning the expectations of various roles, individuals can build relevant skills and plan long-term career growth.

Editorial Process

Lamwork content is developed through structured review of publicly available job postings and documented hiring trends.

Editorial operations are managed by Thanh Huyen, Managing Editor, with research direction and final oversight by Lam Nguyen, Founder & Editorial Lead. Content is periodically reviewed to reflect observable labor market changes.

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