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Customer Service Manager
Results-driven Customer Service Manager with 5+ years of experience in overseeing all aspects of customer support operations. Proven track record of implementing strategies to enhance customer satisfaction and loyalty. Skilled in training and motivating teams, resolving customer issues, and improving customer service processes. Strong leadership abilities combined with excellent communication and problem-solving skills.
Customer Service Manager Russia & CIS
- Leading 2 Front Office teams: Products support & Services support
- Providing real-time monitoring of overall region health and team performance metrics
- Managing complex escalations coming from Partners, Sales and other Executives
- Providing leadership support and coaching to the team
- Cross-functional cooperation with Sales Support, IT, Supply Chain and Logistics
- Working in Tableau, SAP BO (BI) and CRM systems (SFDC and PEGA).
- Six Sigma Yellow Belt Certification
- Continuous Improvement initiatives focused on local specifics and regulations
- Built strong and trusting relationships with Senior Sales team based on sustainable performance
Customer Operations & Sales Support Specialist
- Full customer service support from order making till order loading for direct, indirect and tender B2B customers in Russia.
- Working in SAP R/3 (SAP ERP), HOTT, DMAP, CS&A and CRM systems.
- Maintaining correct Customer Master Data in SAP, CRM and MarketHub (customer portal).
- End to end disputes resolution process for all product and pricing related issues.
- Working on sell-out of SKU stocks in cooperation with Sales and Planning teams.
- Managing all DFOA (Deliver For Own Accounts) loadings in Russian B2B team.
- Posting of freight rates for imported goods in SAP.
- Cross-functional cooperation with Scheduling , Marketing, Credit, Legal & Fiscal, Production, Product Lifecycle Management and Technical teams.
- 85 000 $ – total cost savings for B2B team (implementation of 4 projects).
- 100% – Master Data accuracy of Pricing and Product Lifecycle Management activities (Focal Point for B2B and B2C teams).
- Optimization of invoice correction process for DFOA loadings.
- Development and support of specific order making process for GKA client Schlumberger.
Inter-Market Supply Planner Beverages (Internship)
- Working in SAP R/3 (SAP ERP) and SAP APO (SNP) system and BW reports.
- Ensure stock availability on 3 Company’s DC’s in line with agreed stock policy on 18-month horizon to guarantee targeted service level (CFR) with respective freshness of dispatches.
- Acting as the primary internal contact point for operational issues concerning products availability (providing product information for Supply Chain and Sales departments).
- Ensure the correct requirements are calculated in SNP and approving of dispatch plans submitted by producing market to guarantee optimum stock availability of imported products.
- Combine and optimize mixed loads (different factories, BU) taking into account products availability, transportation & volumes constraints.
- Measuring, monitoring and analyze IMS performance to identify areas of possible improvement (stock policies, optimal inventory, stable dispatch periods, minimum order and load size).
- Ensure that all legal contracts with producing markets are actual.
- Cross-functional cooperation with Sales, Sales Support, Scheduling, Production, Marketing, Warehouses, Product Lifecycle Management and Purchasing teams.
- 95% – SKU on stock accuracy at 3 main warehouses.
- Participation in change of import source project (import of Nescafe Gold jars switch from Russia to France).
- Participation in new product launch into Ukrainian market (import of Nescafe Classic cans from Brazil).
Management and logistics (Master’s degree)
Polish language course
Career Expert Tips:
What is the Role of a Customer Service Manager?
In the dynamic landscape of business, the role of a Customer Service Manager stands as a pillar of success, orchestrating the symphony of customer satisfaction with a keen eye and a nurturing hand. Let’s delve deeper into the role that is often seen as the heartbeat of a customer-centric organization.
A Customer Service Manager is entrusted with the pivotal role of overseeing the customer service department, ensuring the delivery of unparalleled service that meets and exceeds customer expectations. They are the architects of customer satisfaction, crafting strategies that foster loyalty and build long-lasting relationships with the customers. Their role extends beyond managing a team; it involves being the voice of the customers within the organization, advocating for improvements and innovations that enhance the customer experience.
What are the Customer Service Manager Job Requirements?
Aspiring to step into the role of a Customer Service Manager involves meeting a series of requirements that are both challenging and rewarding. Let’s explore the prerequisites that pave the way to becoming a successful Customer Service Manager:
- A Bachelor’s degree in Business Administration, Marketing, or a related field, laying the educational foundation for a career in customer service.
- Proven experience in customer service or sales, showcasing a trajectory of growth and learning in the field.
- Exceptional communication and interpersonal skills, honed through years of interacting with customers and understanding their needs.
- Leadership skills, nurtured through experiences that demonstrate the ability to lead and motivate a team.
- Problem-solving abilities, showcasing the knack to find solutions in challenging situations and maintain customer satisfaction.
- Proficiency in CRM software and knowledge of industry-specific tools, demonstrating the technical acumen required for the role.
Additional certifications in customer service management can further bolster your profile, showcasing a commitment to excellence in the field.
What are the Responsibilities of a Customer Service Manager?
The role of a Customer Service Manager is a rich tapestry of responsibilities, each thread representing a commitment to customer satisfaction. Let’s unravel the myriad responsibilities that define this role:
- Developing and implementing customer service policies and procedures, laying the groundwork for exceptional service delivery.
- Leading and mentoring a team of customer service representatives, fostering a culture of empathy and professionalism.
- Handling escalated customer complaints and issues, showcasing a commitment to resolving problems and maintaining customer trust.
- Analyzing customer feedback and service metrics to identify areas of improvement, steering the organization towards enhanced customer satisfaction.
- Collaborating with other departments to ensure a cohesive approach to customer service, building bridges that enhance the customer experience.
- Training and developing team members, nurturing talent and fostering growth within the team.
Each responsibility is a testament to the Customer Service Manager’s dedication to creating a customer-centric organization.
Customer Service Manager Resume Writing Tips
Creating a resume that stands out in the competitive job market is a journey of self-reflection and showcasing your achievements in the best light. Here are some tips to guide you in crafting a resume that narrates your story compellingly:
- Highlight your experience in customer service, showcasing a journey of growth and learning.
- Detail specific achievements, using metrics to paint a picture of your success in enhancing customer satisfaction.
- Include any training or certifications you have undertaken, demonstrating a commitment to professional growth.
- Personalize your resume for the specific role, weaving a narrative that resonates with the job description.
Each tip is a stepping stone towards creating a resume that truly represents your journey and aspirations in the customer service field.
Customer Service Manager Resume Summary Examples
Your resume summary is the gateway to your career story, offering a snapshot of your journey and the value you bring to the potential employer. Here are some examples to inspire you:
- “Dedicated Customer Service Manager with over 8 years of experience in fostering customer satisfaction and leading high-performing teams.”
- “Proactive Customer Service Manager with a proven track record in enhancing customer experience through innovative strategies and solutions.”
- “Customer-centric manager with a deep understanding of customer service dynamics and a commitment to achieving customer satisfaction goals.”
Each summary is a window to your career, offering a glimpse of your journey and the unique value you bring to the role.
Create a Strong Experience Section for Your Customer Service Manager Resume
The experience section is the heart of your resume, a space where you narrate your career story through the lens of your experiences. Here are some examples to guide you:
- “Led a customer service team of 20 members, achieving
a 30% increase in customer satisfaction ratings over a period of two years.”
- “Implemented a feedback system that led to a 25% reduction in customer complaints.”
- “Developed training programs that enhanced team performance and fostered professional growth.”
Each experience is a chapter in your career story, showcasing your journey and the milestones achieved along the way.
Sample Education Section for Your Customer Service Manager Resume
Your educational background forms the foundation of your career, showcasing the knowledge and skills you have acquired through formal education. Here is a sample section to guide you:
- Bachelor of Business Administration, XYZ University, 2015
- Certified Customer Service Professional, ABC Institute, 2017
Each educational credential is a building block in your career, representing a phase of learning and growth.
Customer Service Manager Skills for Your Resume
Your skills section is a showcase of your abilities, a space where you list down the skills that make you a strong contender for the role. Here are some skills to consider:
- CRM software proficiency
- Data analysis
- Project management
- Conflict resolution
- Financial management
Each skill is a testament to your readiness for the role, showcasing your preparedness to take on the challenges that come your way.
Most Common Mistakes to Avoid When Writing a Customer Service Manager Resume
As you craft your resume, it is essential to steer clear of common pitfalls that can hinder your journey to landing your dream job. Here we list down the mistakes often seen in resumes and how to avoid them:
- Using a one-size-fits-all approach, a strategy that fails to showcase your unique fit for the role.
- Listing job duties without showcasing your achievements, a narrative that lacks depth.
- Ignoring the cover letter, a missed opportunity to narrate your story and connect with the potential employer.
- Overloading your resume with technical jargon, a strategy that can obscure your true value.
- Failing to proofread, a mistake that can leave a dent in your professional image.
Each mistake is a pitfall, avoid them to craft a resume that is both authentic and compelling.
Key Takeaways for Your Customer Service Manager Resume
As we reach the end of this comprehensive guide, let’s recap the key points to keep in mind while crafting your Customer Service Manager resume:
- Emphasize your leadership journey, showcasing the milestones achieved and the teams led.
- Highlight your technical proficiency, showcasing your expertise in CRM systems and other industry tools.
- Detail the strategic initiatives you have spearheaded, painting a picture of your visionary approach.
- Include a section on continuous learning, showcasing the certifications and courses undertaken.
Finally, feel free to utilize resources like AI Resume Builder, Resume Design, Resume Samples, Resume Examples, Resume Skills, Resume Help, Resume Synonyms, and Job Responsibilities to create a standout application and prepare for the Customer Service Manager job interview.
With this rich tapestry of insights and tips, you are now equipped to craft a resume that not only tells your career story but also resonates with potential employers, showcasing your readiness to step into the role of a Customer Service Manager. Best of luck!
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