Customer Service Manager

As a Customer Service Manager at Imerys, your primary responsibilities will involve overseeing a team of Customer Service representatives, ensuring prompt order entry, managing customer inquiries, and establishing effective communication processes. You'll also focus on mentoring team members, analyzing performance indicators, and implementing process improvements to enhance customer satisfaction.

To qualify for the Customer Service Manager role at Imerys, a high school diploma is required, and a Bachelor’s degree is preferred. You'll need a minimum of three years' experience in customer service, analytics, or supply chain roles within a manufacturing environment. Strong leadership and management skills are essential, along with experience in ERP systems like SAP or MS AX.

As a Customer Service Manager, you play a crucial role in team development by coaching, mentoring, and conducting talent assessments. You will create a supportive and collaborative environment where team members can thrive, helping them align their skills with the company's objectives and encouraging continuous growth.

Key skills for a Customer Service Manager at Imerys include excellent communication abilities, strong problem-solving and analytical skills, and the capacity to multitask in a high-pressure environment. You should be process-driven and able to adapt quickly to new systems while fostering collaboration across teams.

The Customer Service Manager position at Imerys is office-based, requiring frequent communication, both written and verbal. The role typically involves sitting for about 70% of the day and includes up to 20% travel, which keeps the work dynamic and engaging while contributing to effective customer service.

In your response, highlight your approach to fostering an inclusive and collaborative environment. Discuss how you mentor your team, prioritize tasks, and ensure continuous improvement. You might mention specific examples of how your leadership has positively impacted team performance.

Explain your methods for measuring key performance indicators and customer feedback. Provide examples of tools or metrics you've used in the past, and discuss how you utilize this data to implement changes and enhance customer service experiences.

Discuss your approach to actively listening to the customer, empathizing with their concerns, and implementing a structured problem-solving method. Share examples of past experiences where your strategies led to successful resolutions and improved customer relationships.

Share your techniques for prioritization, such as using task management tools or focusing on high-impact issues first. Illustrating your ability to balance multiple requests while maintaining quality service is key here.

Prepare a specific example where you identified a process inefficiency, the steps you took to improve it, and the results of your actions. Emphasize how this benefited both the team and customers.

Discuss how regular communication with your team, cross-functional partners, and customers is vital for ensuring smooth operations and excellent service. Highlight the importance of both verbal and written communication skills.

Talk about your conflict resolution skills, emphasizing your commitment to fostering a positive team atmosphere. Provide examples of conflict situations you've navigated successfully, valuing the importance of open dialogue.

Be prepared to discuss your experiences with specific software, particularly ERP systems like SAP or MS AX and CRM platforms such as Salesforce. Detail how you've used these tools to enhance service efficiency and effectiveness.

Illustrate your flexibility and ability to embrace change with an example of a significant shift in processes. Discuss how you managed it, communicated it to your team, and the outcomes of the transition.

Explain your strategies for ongoing training and development, like conducting regular performance reviews, encouraging participation in workshops, or cross-training among team members to foster skill-sharing and growth.