The Customer Service Manager is responsible for overseeing daily customer support operations and leading a team of Customer Service Specialist for Layn USA. This role ensures high-quality service delivery, resolves escalated customer issues, and drives improvements in customer satisfaction, operational efficiency, and team performance. The Customer Service Manager provides leadership, coaching, and strategic direction to maintain a high-performing customer support team.
I. Specific Tasks, Duties and Responsibilities:
- Ensure prompt and professional resolution of customer inquiries and complaints.
- Manage complex or escalated customer issues and provide appropriate resolutions.
- Develop and maintain customer service policies, procedures, and best practices.
- Identify operational inefficiencies and implement process improvements.
- Collaborate with other departments to resolve recurring customer issues.
- Coordinate shipment of customer samples and ensure proper documentation and tracking.
- Oversee daily customer service operations across phone, email, chat, and other channels.
- Work with the operations and warehouse teams to maintain visibility of sample inventory and finished goods availability.
- Track sample requests and follow-ups through Zoho to support the commercial team’s sales activities.
- Provide ongoing coaching and professional development opportunities for team members.
- Ensure staff are knowledgeable about company products, services, and policies.
- Implement training programs to improve service quality.
- Supervise, coach, and mentor a team of customer service representatives.
- Conduct hiring, onboarding, and ongoing training for new and existing staff.
- Set performance goals and conduct regular performance evaluations.
- Foster a positive, collaborative team environment.
III. Essential Skills and Experience:
- A preferred qualification is an Associate’s Degree in Business, Management, Communications, or a related field.
- Experience in the Ingredient or Food Science Industry is a plus.
- 3–5+ years of experience in customer service, with at least 2 years in a supervisory or management role.
- Strong leadership and team management skills.
- Excellent communication, problem-solving, and conflict-resolution abilities.
- Experience with CRM platforms and customer support software a plus
- Ability to make informed operational decisions.
IV. Dimensions of Position:
Scope of Responsibility
Direct Reports: up to 6
V. Physical Requirements and Safety Considerations of the Position:
Essential Physical Job Requirements:
- Ability to sit for extended periods while working at a computer or workstation.
- Ability to use a computer, keyboard, mouse, and telephone for prolonged periods.
- Ability to communicate clearly and effectively with customers and team members in person, by phone, and through electronic communication.
- Ability to occasionally move throughout the office to support team members or attend meetings.
- Ability to read and interpret information on computer screens and written documents.
- Ability to occasionally lift or move office materials up to approximately 10–15 pounds (e.g., files, office supplies, or equipment).
- Ability to maintain focus and attention in a fast-paced customer service environment.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
