Business Customer Service Manager

Job summary
Lead the Nature's Way Retail and Integrative Therapeutics Customer Service Representative TeamsManage order and inquiry flows from all sourcesDevelop best practices for efficiency and continuous improvement
Job seniority: mid-to-senior level
Responsibilities
• Provide leadership to Customer Service Teams• Communicate performance expectations and objectives• Monitor interactions to ensure quality customer experiences• Motivate employees and foster a positive team environment• Interact with internal resources to support customer satisfaction• Analyze and recommend improvements from customer interactions• Manage and report on KPIs• Ensure CSR accuracy and speed in all systems• Possess comprehensive product knowledge• Own the CSR hiring process• Coordinate and facilitate meetings• Coordinate ongoing education and development• Provide administrative service support• Provide staffing and expenditure recommendations• Handle escalated consumer situations• Supervise and manage individual associates
Requirements
• Proficiency in Microsoft Word, Excel, Teams, and Outlook• Minimum of 2 years supervising a call center• Ability to balance multiple priorities in a fast-paced environment• Proficiency with Business Objects, C4C, and SAP• Proficiency with NICE/CXone or other call center software• Ability to communicate effectively• Bachelor's degree or equivalent experience• Knowledge and experience in the consumer-packaged goods industry
Key Skills Needed
• Leadership• Communication• Customer service• Team management• Analytical skills
Benefits
• Medical, dental, and vision insurance• Paid time off and holidays• 401K plan with company match• Short-term and long-term disability• Life and AD&D insurance• Flexible spending accounts• Voluntary critical illness and accident coverage• New parent phase-in program and paternity leave• Educational assistance reimbursement• Product discounts and wellness program