LEUCO is a dynamic and innovative precision tool manufacturer and service provider dedicated to providing exceptional customer service and driving revenue growth. We are seeking a highly motivated and experienced National Customer Service Manager to lead our headquarters and remote customer service teams. This individual will play a crucial role in implementing new ideas and systems to enhance order processing speed, improve information flow, and drive revenue growth through exceptional customer service and sales focus.

Job Description:

The National Customer Service Manager is responsible for leading and managing both headquarters and remote customer service representatives to deliver outstanding customer service while driving revenue growth. This position involves developing and implementing strategies, processes, and systems to optimize order processing speed, streamline information flow, and maximize sales opportunities.

Key Responsibilities:

Team Leadership and Management:
- Lead and manage a team of customer service representatives, including headquarters and remote team members, to ensure high performance, productivity, and engagement.
- Provide coaching, training, and development opportunities to support the growth and success of the customer service team.

Customer Service Excellence:
- Develop and implement strategies to deliver exceptional customer service experiences that exceed customer expectations.
- Establish and monitor key performance indicators (KPIs) to measure and improve customer service performance, including response times, resolution rates, and customer satisfaction scores.

Sales Focus:
- Drive a sales-focused culture within the customer service team, identifying opportunities to increase revenue through upselling, cross-selling, and promoting additional products or services.
- Collaborate with sales and marketing teams to align customer service efforts with revenue growth objectives.

Process Improvement and Innovation:
- Identify opportunities to streamline order processing, enhance information flow, and improve overall efficiency within the customer service department.
- Implement new ideas, systems, and technologies to optimize customer service operations and drive revenue growth.

Communication and Collaboration:
- Foster collaboration and communication between headquarters and remote customer service teams to ensure alignment of goals, objectives, and best practices.
- Partner with cross-functional teams, including operations, sales, and marketing, to drive continuous improvement and achieve business objectives.