Customer Service Manager in Huntersville, North Carolina at Forbo Movement Systems

About Company:

Since 1919, we at Forbo Movement Systems have been the specialists for high-quality conveyor and processing belts, versatile plastic modular belts, homogeneous conveyor belts, efficient power transmission belts and precise timing and flat belts. Our innovative solutions for production, material flow and logistics contribute significantly to the competitiveness of our customers. In addition to our focus on quality and innovation, we consistently focus on sustainability. Through continuous improvements, we also support the sustainability efforts of our customers.

About the Role:

The Customer Service Manager plays a pivotal role in ensuring exceptional customer experiences by leading and developing a high-performing customer service team. This position is responsible for overseeing all aspects of the service department, including customer relations, order entry, and service sales, to drive customer satisfaction and business growth. The manager will implement effective customer service training programs to enhance team capabilities and ensure consistent service quality. By collaborating closely with the sales department, the role aims to optimize inside sales processes and resolve customer issues promptly and efficiently. Ultimately, the Customer Service Manager ensures that customer needs are met with professionalism and that service operations align with the company’s strategic objectives.

Minimum Qualifications:

• Proven experience in customer service management or a related leadership role.
• Strong knowledge of customer service training methodologies and service department operations.
• Demonstrated ability to manage and develop a customer service team effectively.
• Excellent communication and interpersonal skills to build and maintain customer and team relationships.
• Familiarity with SAP and related applications.

Preferred Qualifications:

• Experience working within a sales-driven environment, particularly in service sales and inside sales.
• Background in problem-solving techniques and conflict resolution.
• Proficiency with customer relationship management (CRM) software and service analytics tools.
• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Certification in customer service management or related professional development courses.

Responsibilities:

• Lead, mentor, and train the customer service team to deliver outstanding service and support.
• Manage daily operations of the service department, including order entry and service sales activities.
• Develop and maintain strong customer relationships to enhance satisfaction and loyalty.
• Collaborate with the sales department to support inside sales initiatives and improve service sales performance.
• Analyze customer feedback and service metrics to identify areas for improvement and implement effective solutions.
• Resolve complex customer issues and complaints with a problem-solving approach to ensure positive outcomes.
• Monitor team performance and provide regular coaching and feedback to achieve departmental goals.
• Coordinate with other departments to streamline processes and improve overall customer experience.

Skills:

The required skills such as customer service training and managing the service department are essential for daily leadership and operational oversight, ensuring the team is well-equipped to meet customer needs. Customer relations and customer service team management skills are applied continuously to foster a positive environment and maintain high satisfaction levels. Service sales and inside sales expertise enable the manager to collaborate effectively with the sales department, driving revenue growth through excellent service delivery. Problem-solving skills are critical for addressing and resolving customer issues promptly, maintaining trust and loyalty. Additionally, order entry knowledge supports accurate and efficient processing of customer orders, contributing to smooth service operations.