Customer Service Manager

Company Overview:

Operating for over a quarter-century, Artemax is a dynamic and innovative manufacturing company committed to both quality and customer satisfaction. Providing superior wristbands and identification products, applications and services to customers and exciting events worldwide, our focus on excellence extends beyond our products to encompass our workplace culture as well. With a wealth of history and expertise, Artemax is dedicated to creating opportunity and growth for every employee.

Position Summary:

We are seeking an experienced Customer Service Manager to lead, motivate and challenge our Customer Service team. This individual’s responsibilities encompass strategic planning for departmental growth, implementing training programs, driving process enhancements, setting performance and production targets, and elevating sales and customer retention rates. The ideal candidate will have a strong background in customer service management, focusing on optimizing the customer experience and driving sales through exceptional service.

Key Responsibilities:

• Lead and develop a team of customer service representatives to achieve sales targets and deliver outstanding service.
• Provide guidance, coaching, and performance feedback to team members to support their professional development and ensure high-performance levels.
• Identify opportunities to improve customer satisfaction, retention, and loyalty through proactive engagement and support.
• Utilize data analytics to track and analyze key performance indicators (KPIs) related to website sales, inbound calls, and customer satisfaction.
• Generate reports and insights to inform strategic decision-making and identify areas for improvement
• Oversee order processing and fulfillment to ensure accuracy, efficiency, and timely delivery of customer orders.
• Manage inbound call queues effectively, ensuring timely response to customer inquiries and sales opportunities.
• Monitor call performance metrics and implement strategies to optimize calls and order entry.
• Collaborate with leadership to create, monitor, and meet departmental strategic goals.
• Establish quality standards and performance metrics for customer service interactions, including website chat support and inbound calls.
• Conduct regular quality assessments and training sessions to ensure consistency and adherence to service excellence standards.
• Collaborate with other departments to address customer issues, resolve operational challenges, and improve overall service delivery.
• Take a lead role in the implementation of CRM systems to better service customers, maintain data integrity, and improve overall quality within the department.
• Ensure effective utilization of CRM tools by the team for customer interactions, order tracking, and data management.
• Provide training and support to team members on CRM usage and best practices to enhance productivity and customer service capabilities.

This list of responsibilities is not all-inclusive and is subject to expansion to encompass additional duties and responsibilities as determined by management as needed.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field required.
• Minimum 5 years experience in managing Customer Service or a Sales Leader role.
• Excellent communication and leadership skills, with the ability to interact effectively with customers, team members, and cross-functional stakeholders.
• Proficiency in CRM software, e-commerce platforms, and other relevant sales and customer service tools.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven recommendations

Benefits:

At Artemax, we offer free lunch every day for all employees, along with a competitive benefits package that includes, but is not limited to, the following:

• Medical, dental, and vision insurance
• A 401(k) plan with a competitive matching program
• Employee Assistance Program (EAP)
• Short and Long Term Disability
• Life insurance
• Personal Time off
• Paid holidays and more!

Equal Opportunity:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.