Job Title: Customer Service Manager
Type of Company: My company is a corrugated box manufacturer which specializes in displays.
Education: BS, Business Management, Albertus Magnus College (New Haven, CT)
Previous Experience: I started as a customer service rep at a manufacturing business. I moved on to order management system implementations and support which then led to distribution roles. I ultimately became a customer service manager managing multiple teams.
Job Tasks: I currently manage a team of customer service representatives at a corrugated manufacturer. We make corrugated boxes and displays to sell to other companies. It is my job to ensure the customer service reps get the tools and training needed to do their jobs properly and to monitor their performance. Some projects that I work on involve upgrading technology like computers and phones. Also, I work on process improvements with the customer service team and other company groups (i.e. credit, accounting, shipping etc.) to improve response time, quality and overall customer satisfaction. It is my job to monitor the open orders, making sure they are manufactured and shipped in a timely manner. Elevated customer complaints are also my responsibility and it's my job to resolve the more difficult problems.
Attending meetings is a large part of my responsibility as well. I attend production meetings every morning and manager's meetings twice a week. I also have a staff meeting once a week to review any issues my team has encountered. Basically I am responsible for anything my team does, whether good or bad, and for ensuring that our customers are satisfied.
Best and Worst Parts of the Job: The best part of the job is solving problems with other people and improving processes that result in better results. It is also rewarding to see your team improve and grow as they accomplish the goals set by you or the company.
The worst part is when you have employees who need close supervision, which is almost like babysitting. Writing up disciplinary actions and addressing performance issues are not fun, especially if you are addressing a confrontational person.
Job Tips: It is important to follow though with an education in business. Their is so much to learn about managing both people and a business. It is beneficial to learn about marketing, logistics, accounting and personnel. Every person is different, so it is key to learn about different personality styles so you can motivate your direct reports as well as your peers. Meyers-Briggs is a good test to use and study to see how to communicate and deal with all people.
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