Welcome page Returning Candidate? Log back in! Customer Service Manager Job Locations US-MA-Bedford Job ID 2025-9242 Type Regular Full-Time Shift 1st Category Customer Service Overview

Job Summary

The Customer Service Manager leads our call center and order management team for our division in North America (US and Canada). The role responds within the Client Services organization and develops and implements systems and procedures to ensure effective cus­tomer service administration and field support. Acts as liaison with field sales, customers and internal departments. Supervises the performance of the call center operators (front office) and the order management team (back office).

Responsibilities

Key Accountabilities

Manage daily workflow within the customer service department, including the call center and order management teamRespond to complex customer inquiries and serves as escalation referenceCreate and track customer service goals generating detailed reports on customer in­teractions and order management metrics, analyzing statistics and compiling accu­rate reports for upper managementDevelop and implement service procedures, policies, and standards for both call cen­ter and order management operationsMonitor workloads and reassign work responsibilities during high peak hours, or dur­ing staff shortages to maintain acceptable response times to customersSupervise, mentor, and develop customer service representatives, and team leaders, providing additional upskilling or learning opportunitiesRecruit, hire, and onboard new customer service employeesPerform other duties as assigned

Networking/Key relationships

Other Client Services TeamsFinanceNorth America Commercial OperationsLegal/ComplianceOperations & ManufacturingMarketing HR Qualifications

Minimum Knowledge & Experience required for the position:

Education: Bachelor's degree required in in Business Administration, Finance, or re­lated field, or equivalent experienceExperience:Minimum 6 years related experience in Customer Service environment / Fi­nance/ Operations preferredPrior experience as a Customer Service Manager or SupervisorAdditional skills/knowledge:Proficiency knowledge of Microsoft office System, including Word, Powerpoint,ExcelKnowledge of SAP ERP preferredExperience with CRM software and data analysis toolsExcellent verbal and written communication skillsFluency in English. French is a plus

 

Skills & Capabilities:

Demonstrated leadership and team management abilitiesProblem-solving skills with a focus on customer satisfactionAbility to work collaboratively across departmentsProven ability to adapt and manage effectively in a fast-paced, challenging environ­ment and manage multiple, and oftentimes competing, prioritiesConfident decision making and conflict resolutionFlexibility and resiliance

Travel requirements:
Occassional travel may be required.

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