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SAP Customer Service Manger

Location : Charlotte, NC
Job Type : Direct
Reference Code : TAM
Hours : Full Time
Travel : No
Relocation : No
Industry : Customer Service and Call Center

Job Description :

Summary:The Customer Service Manager will work closely with all staff employees to ensure the delivery of world-class reliable service.  This position is responsible for managing a team to provide reliable support and service for all personnel in the Customer Support team (Service Center).  Solid and proven experience using SAP is absolutely required.  Will manage projects that support the key initiatives within the Customer Service Division.


Essential Duties and Responsibilities include the following. Other duties may be assigned. 

  • Regulate all aspects of Customer Service Center management and building support

  • Manage the daily work flow of CSRs and ensure departmental goals are met

  • Maintain an expert understanding of products, services and operations to better understand the needs of the customer and the needs of the company

  • Ensure the department is operating and adhering to company policies, procedures and warranties

  • Provide continuous training, coaching, and feedback to staff employees

  • Develop strategies to manage absenteeism and inconsistent work volume

  • Perform evaluations and audit performance standards throughout year

  • Prepare reports and analyze call center data to improve processes

  • Define behavioral triggers across the customer lifecycle to optimize customer engagement and improve the customer experience

  • Manage escalations and customer service relations; resolve issues in a timely manner

  • Assist in the development of project scope and objectives (involving stakeholders)

  • Manage changes to the project; scope, schedule, performance, costs and tracking progress

  • Arrange for resource availability and allocation

  • Oversee the relationship and needs of all stakeholders





Required Qualifications :

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Bachelor’s degree from an accredited institution (credits towards a 4-year degree and years of experience will be considered)

  • 5 - 10+ years related professional experience and/or training (in the same industry a plus)

  • Advanced to expert level skill in Microsoft Office applications

  • Demonstrated managerial, training and customer service experience. Ability to remain calm under pressure and resolve issues in a timely manner

  • Proven ability to manage a team in a call center environment

  • Ability to quickly learn new software, systems or processes

  • Strong communication skills (verbal and written) and phone etiquette skills

  • Decisiveness and attention to detail

  • SAP, Titan, or Doclink working knowledge and experience required

  • Knowledge and experience of working with EDI preferred

  • 4 - 5+ years direct Customer Service leadership experience with demonstrated knowledge of manufacturing industries and systems preferred

Salary: 75,000 - 95,000


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