Job Description
Customer Service Manager
Pfeiffer Industries, a leading manufacturing company in Boston, MA, is seeking a dedicated and experienced Customer Service Manager to join our team. As a Customer Service Manager, you will be responsible for leading and managing our customer service team to ensure a high level of customer satisfaction. You will work closely with other departments to streamline processes and improve overall customer experience.
Key Responsibilities:
- Implement and maintain customer service standards and policies to ensure consistent and exceptional service
- Manage and motivate a team of customer service representatives to achieve performance goals
- Monitor customer interactions and provide feedback and coaching to improve customer service skills
- Collaborate with sales, marketing, and production teams to address customer inquiries and issues promptly
- Analyze customer feedback and data to identify trends and develop strategies for continuous improvement
- Create reports and presentations on customer service metrics and performance for management review
- Handle escalated customer complaints and resolve issues in a professional and timely manner
- Develop training programs and materials to enhance the skills and knowledge of the customer service team
Qualifications:
- Bachelor's degree in Business Administration or related field
- 3+ years of experience in customer service management
- Proven leadership and team management skills
- Excellent communication and problem-solving abilities
- Strong analytical and decision-making skills
- Knowledge of CRM systems and customer service software
- Ability to work in a fast-paced environment and handle multiple priorities
About Us
Pfeiffer Industries is a family-owned manufacturing company that has been providing high-quality products to customers for over 50 years. Our commitment to excellence and innovation has earned us a reputation as a trusted leader in the industry. We take pride in our products and our team of dedicated professionals who work hard every day to exceed customer expectations. At Pfeiffer Industries, we value integrity, quality, and customer satisfaction above all else. Join us and be a part of our success story.