job description
Are you a seasoned operations leader with a passion for driving service excellence within the manufacturing and logistics sector? Talent Trader Group is seeking a highly motivated Customer Service Operations Manager to join our team in the Central Region. In this pivotal role, you will be the bridge between our operational capabilities and our clients' success.
You will lead a dynamic team dedicated to streamlining order fulfillment processes, resolving complex service queries, and fostering long-term client relationships. The ideal candidate is a strategic thinker who thrives in fast-paced environments, possesses deep empathy for the customer journey, and is relentless in the pursuit of operational efficiency. If you are ready to elevate customer service standards and drive tangible business outcomes, we want to hear from you.
Responsibility
- Lead, mentor, and develop a high-performing customer service team to ensure exceptional service delivery.
- Oversee the end-to-end order fulfillment process, ensuring accuracy, timeliness, and customer satisfaction.
- Analyze operational KPIs to identify bottlenecks and implement process improvements.
- Collaborate cross-functionally with logistics, warehouse, and sales departments to resolve fulfillment discrepancies.
- Manage escalated customer service issues with professional resolution techniques and root-cause analysis.
- Develop and maintain Standard Operating Procedures (SOPs) to enhance service quality and consistency.
- Prepare regular operational reports for senior management regarding team performance and service metrics.
Qualifications
- Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, or a related field.
- Minimum 5-7 years of experience in customer service management, preferably within manufacturing or transport/logistics.
- Proven track record in managing and scaling operations teams.
- Strong proficiency in ERP systems and order management software (OMS).
- Excellent communication, negotiation, and conflict resolution skills.
- Strong analytical mindset with the ability to interpret data to drive decision-making.
- Ability to thrive in a high-pressure, fast-paced industrial environment.