Customer Service Manager

Company Description

Lansinoh Laboratories is a trusted brand that has been supporting new mothers for 40 years. Our mission is to provide the support and care that birthing people need during the magical but often challenging journey of motherhood. We offer a comprehensive collection of solutions to help new parents navigate pregnancy, birth, breastfeeding, and pumping. Our products are available in over 70 countries, and we are committed to being climate neutral by 2030.

Role Description

The Customer Service Manager will lead our internal and external customer experience and service teams as they respond to customer inquiries, ultimately providing a best-in-class supportive experience for our moms and customers. 

Responsibilities

• Lead an internal team of customer service representatives and external service partners that respond to requests from customers by phone, e-mail, chat, and site reviews.
• Hands-on, working manager also working directly with customers.
• Build relationships by ensuring the highest-quality care and support is paid to our moms and customers.
• Leverage deep understanding of product range and relationships with customers to enable selling and problem/solution mindset for our moms.
• Manage the daily workload to ensure required service volume and quality levels are attained.
• Assist with establishing efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction.
• Execute the implementation of workflows with customer service representatives and external service partners.
• Maintain open dialogue with brand and new product development marketing teams, making recommendations for changes to products or services based on customer feedback and requests.
• Train new associates on the company’s customer service policies, procedures, and best practices. Lead regular trainings in partnership with marketing on new product innovation, ensuring representatives are always informed about product renovations or innovations.
• Monitor or review calls and other correspondence between representatives and customers and provide coaching to representatives to improve performance and customer outcomes.
• Collect data and prepare reports on customer complaints and inquiries to be disseminated monthly throughout the organization.
• Keep leadership team informed of any issues.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Minimize product refunds and returns through proper training and standard operating procedures.
• Partner with Quality and Operations for post-market surveillance reports and communications with our vendors.
• Identify opportunities to update or improve customer service procedures.
• Assist with budget preparation for the Customer Service department.
• Interface with other departments in the organization to ensure the customer service department is prepared to support future products and releases.
• Perform other related duties as assigned.

Education:

• Bachelor’s degree preferred.

Experience:

• 5+ years’ experience in Customer Service role required.
• Previous experience in a supervisory role required.
• Consumer Packaged Goods experience preferred.

Skills:

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Ability to review, organize, and disseminate data.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software.