Customer Service Manager

KEY Apparel is a clothing company located in Fort Scott, Kansas. Key’s focus is on work, industrial, outdoor and office related apparel. Key is looking for a Customer Service Manager who must be able to plan, coordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives. A Customer Service Manager is responsible for overseeing the daily operations of the customer service department. Their duties include communicating customer service objectives to Customer Service Representatives and other department personnel, compiling data to make assessments of their department’s progress and coordinating with upper management to find ways to enhance their customer service objectives among their employees. This person must be comfortable in and able to navigate an entrepreneurial environment and must be willing to toggle between strategy and execution on a daily basis. Both a leader and a doer, this person will be the customer service expert for the company.

Primary Responsibilities Include:
• Develop and implement customer service policies and procedures
• Define and communicate customer service standards
• Review and assess customer service contracts
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Setting customer service goals for team members and helping them reach those goals
• Direct the daily operations of the customer service team
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints
• Track customer complaint resolution
• Handle complex and escalated customer service issues
• Monitor accuracy of reporting and data base information
• Analyze relevant data to determine customer service outputs
• Identify and implement strategies to improve quality of service, productivity and profitability
• Collaborate with company management to support and implement growth strategies
• Coordinate and manage customer service projects and initiatives
• Ensure budget requirements are met
• Evaluate performance of staff
• Build a positive and high performing culture
• Be readily available to staff to discuss any issues that may arise
• Identify and address staff training and coaching needs
• Price list input and management

Education and Experience:
• Relevant bachelor's degree
• Customer service experience
• Supervisory experience
• In-depth knowledge of customer service principles and practices
• In-depth knowledge of customer service software, databases and CRM tools
• Current with relevant technology trends and applications
• Proficiency in MS Office applications
• Experience in use of social media platforms
• Product knowledge
Key Skills and Competencies:
• Communication skills
• Customer service focus
• Supervisory skills
• Problem analysis and problem-solving
• Decision-making
• Planning and organizing
• Initiative
• Flexibility
• Presentation skills
• Stress tolerance

This job profile is not meant to be all inclusive of the responsibilities of this position and this position may require the performance of other duties as necessary.

Compensation/Benefits: Key offers competitive compensation including a highly competitive benefits package.

Interested candidates please send resume with references via e-mail to hr@keyapparel.com

For more information about Key, please visit our website at www.keyapparel.com