National Customer Service Manager | Electrical Automation

Position Overview

The National Customer Service Manager is responsible for overseeing and managing the internal customer service team across multiple regions. This role ensures the highest level of customer satisfaction by developing and implementing effective customer service strategies, managing a team of regional internal customer service people, and continuously improving customer service processes.

Key Responsibilities

Strategic Planning and Execution:

• Develop and implement the national customer service strategy in alignment with the company’s goals and objectives.
• Analyse customer service metrics and reports to identify areas for improvement and implement necessary changes.

Team Management:

• Lead, mentor, and manage a team of regional customer service Staff.
• Conduct regular performance reviews, provide training and development opportunities, and foster a collaborative team environment.

Customer Relationship Management:

• Oversee the handling of escalated customer complaints and issues, ensuring swift and effective resolution.
• Develop and maintain strong relationships with key customers, ensuring their needs and expectations are met.

Process Improvement:

• Continuously evaluate and improve customer service processes and policies.
• Implement best practices and innovative solutions to enhance customer experience and operational efficiency.

Cross-Functional Collaboration:

• Work closely with other departments (e.g., Sales, Marketing, Product Development) to ensure a seamless customer experience.
• Participate in cross-functional projects and initiatives to drive overall company success.

Qualifications

• Education:
  • Bachelor’s degree in Business Administration, Management, or a related field. Preferred but not essential.
• Experience:
  • Minimum of 5 years of experience in customer service management, with at least 2 years in a national or multi-regional role.
  • Proven track record of developing and implementing successful customer service strategies.
• Skills:
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Analytical and problem-solving abilities.
  • Proficiency in customer service software and CRM systems.
  • Ability to travel as required.

Personal Attributes

• Customer-focused mindset with a passion for delivering exceptional service.
• Strong organizational skills and the ability to manage multiple priorities.
• Innovative and proactive approach to problem-solving and process improvement.
• High level of integrity and professionalism.

Working Conditions

• Primarily office-based with occasional travel to regional offices and customer sites.
• Full-time position with standard working hours; may require additional hours during peak times or for special projects.