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Technical Customer Service Manager

Company: Next Level Apparel
Location: Torrance
Posted on: November 21, 2022

Job Description:

ABOUT USNext Level Apparel continues to lead the industry with innovative fabric blends and utilize combed ring-spun cotton fabrics that are heavenly soft, at a value that is second to none.For over 15 years our outstanding color palette, the full spectrum of fits, and diversity of styles continue to define us as one of the top suppliers of fashion blanks in the world market. Our national distribution network brings one of the hottest fashion blank apparel brands to your doorstep.
WHAT YOU'LL DO:As Customer Service Manager, you will oversee NLA's global customer service, drive continuous improvement, and assist the customer service team in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. You will also utilize their ERP systems knowledge to conduct cross-functional regression testing, SOP creation, development of KPIs using data extracted from ERP systems, and BI reporting
We are looking for a fun and dedicated leader!
KEY ACCOUNTABILITIES:

  • Manage Customer Portal - Sets up and troubleshoots errors (i.e. EDI)
  • Train new employees on the company's customer service policies, procedures, and best practices.
  • Manage a team of assigned customer service representatives and ensure they comply with company guidelines particularly related to quality of service.
  • Monitor or review calls or other correspondence between representatives and customers.
  • Ensure that representatives are informed about changes to company products and services.
  • Collect data and prepare reports on customer complaints and inquiries.
  • Organize and oversee the schedules and work of assigned staff.
  • Conduct performance evaluations that are timely and constructive.
  • Recommend disciplinary actions as needed and in accordance with company policy.
  • Prepare monthly reports summarizing the assigned customer service team's performance.
  • Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
  • Identify opportunities to update or improve customer service procedures and make recommendations to the Customer Service Manager or other appropriate staff.
  • Assist with budget preparation for the Customer Service department.
    The ideal candidate will have:
    • Associates Degree or related field preferred and/or a minimum of 2 years of experience in a fast-paced office or sales environment.
    • Significant experience with ERP systems and implementations
    • Excellent written, verbal and presentation skills.
    • Detail-oriented and excellent customer service, organizational, time-management and follow-up skills.
    • Proficiency with Word, Excel, and other appropriate software.
    • Trade show experience preferred
    • Knowledge of CRM software (i.e., Salesforce, SAP or Dynamics) a plus

Keywords: Next Level Apparel, Torrance , Technical Customer Service Manager, Hospitality & Tourism , Torrance, California

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