Customer Service Manager - Five Star Staffing and Recruiting

Job Title: Customer Service Representative Manager

Location: Rockford, Illinois area
Job Type: Full-Time, direct hire

Our client is a leading provider of high-quality solutions, committed to delivering exceptional products and service. We are seeking a dedicated and experienced Customer Service Representative Manager with Epicor experience to join our team and lead our customer service operations.

Position Overview:
The Customer Service Representative Manager will oversee and manage the customer service team to ensure exceptional service delivery and effective use of the Epicor ERP system. This role is critical to maintaining high levels of customer satisfaction and operational efficiency.

Key Responsibilities:

• Team Management: Lead, mentor, and support a team of customer service representatives, ensuring high performance and professional development.
• Epicor Utilization: Oversee the use of Epicor ERP system within the customer service department, ensuring accurate data entry and effective use of system features.
• Customer Service Excellence: Develop and enforce policies and procedures to ensure high standards of customer service, resolving escalated customer issues and inquiries.
• Performance Monitoring: Monitor and analyze team performance metrics, providing regular feedback and implementing strategies for continuous improvement.
• Process Optimization: Identify opportunities to streamline customer service processes and improve efficiency, leveraging Epicor and other tools.
• Collaboration: Work closely with other departments to ensure seamless communication and resolution of customer issues, and to support company-wide initiatives.
• Reporting: Prepare and present reports on customer service performance, trends, and areas for improvement to senior management.
• Training & Development: Develop training programs for new hires and ongoing development for existing team members to enhance skills and knowledge.

Qualifications:

• Experience: Minimum of 5+ years of experience in a customer service management role, with a strong background in using Epicor ERP systems.
• Education: Bachelor’s degree in Business Administration, Management, or a related field, or equivalent experience.
• Skills:
  • Proven leadership and team management skills.
  • Proficiency in Epicor ERP system configuration and troubleshooting.
  • Strong problem-solving and analytical abilities.
  • Excellent communication and interpersonal skills.
  • Ability to manage multiple priorities and work under pressure.
• Certifications: Epicor certification or relevant training is a plus.