Customer Service Manager

Description

/Preferred Qualifications• Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to customers.
• Leads all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.

• Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. 

• Efficiently leads people and resources to drive productivity and operational excellence.
• Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.

• Execution tool Warranty and system acceptance process, and reviews warranty claims.

• Develops and manages return materials authorization (RMA) processes for ensuring cu...