Customer Service Team Manager

HYBRID ROLE BASED OUT OF OUR CARROLLTON OFFICE

Job Purpose:

Our Customer Service Team Manager will be responsible for leading the operations and strategy of our customer service team while ensuring effective delivery of services. This position will handle customer complaints and escalations while maintaining a positive, productive service environment which drives a customer-focused culture.

Job Responsibilities:

● Lead and manage a team of 5 – 10 customer experience team members, including hiring, training, and performance management. Foster a culture of customer-centricity, collaboration, and continuous improvement.
● Develop and implement strategies to engage customers throughout their journey, fostering loyalty and advocacy.
● Utilize customer feedback, market research, and data analytics to gain insights into customer needs and translate insights into actionable strategies to improve the customer experience.
● Identify areas for process improvement within the customer experience center and other related departments which impact the customer journey. Streamline processes, remove bottlenecks, and implement best practices to enhance efficiency and effectiveness.
● Support the development and implementation of customer experience strategies and best practices aligned with the organization's overall goals and objectives
● Build and maintain strong relationships with internal stakeholders, external partners, and vendors involved in the customer experience. Collaborate to optimize processes, implement joint initiatives, and resolve issues.
● Track and manage performance to key performance indicators (KPIs) related to customer experiences, such as customer satisfaction scores, Net Promoter Score (NPS), customer retention, order accuracy, and perfect order.
●  Analyze data to measure performance, identify trends, and drive continuous improvement.
● Conduct monthly calls with sales management to keep open lines of communication.

Additional Responsibilities & Qualifications:

● Ability to work without supervision and provide technical guidance when required on planning, organizing, prioritizing, and overseeing activities to meet business needs.
● Well written with strong verbal communication skills.
● Must be able to lead a team and influence development.
● Excellent computer and technical skills.
● Showcase integrity.
● Extensive knowledge of company products and procedures required.
● Decision-making skills and independent judgment.
● Ability to manage conflict.
● Excellent computer and technical skills.
● 1-3 years related experience of successful supervisory/management experience required to motivate and develop direct reports, as well as size up new talent.      
● Customer service experience preferred. 

Work Experience:

● 5-10 years of related job experience.

Education:

● Bachelor's Degree

What We Offer

• Engaging and inclusive culture with employee-led Employee Resource Groups, Veritiv Cultural Alliance, recognition platform, etc.
• Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.
• Collaborative atmosphere with our customers and suppliers to create healthier, safer and more sustainable communities through our responsible operations and innovative solutions.
• Healthcare benefits (including medical, dental, vision, and health savings account), life, AD&D, and disability insurance, 401k, paid time off, tuition reimbursement, employee assistance program, and other fringe benefits.

About Veritiv

Together with its subsidiaries, Veritiv is the leading full-service provider of packaging solutions. Veritiv also provides JanSan, hygiene, print and publishing products and services. Veritiv serves customers in a wide range of industries, through team members around the world helping shape the success of its customers. For more information, visit www.veritiv.com and connect with the Company on LinkedIn.