JOB DESCRIPTION



Job Summary:


KIRKER, a leading nail polish manufacturer, is seeking an experienced and dedicated Customer Service manager to lead and manage the department.

The ideal candidate will ensure that all customer service processes are followed meticulously in line with quality expectations and will play a crucial role to keep an outstanding level of customer satisfaction.

This position requires strong leadership skills, a deep understanding of customer service best practices, and the ability to drive continuous improvement in processes and customer support to increase their level of satisfaction.


Key Responsibilities:

• Develop and maintain strong relationships with key customers, ensuring their needs are met and expectations exceeded.
• Implement customer service initiatives that enhance the customer experience and drive customer loyalty.
• Ensure accurate and timely communication with customers regarding order status, product availability, and any potential delays.
• Ensure that all SOPs are strictly followed, maintaining high standards of service, quality and customer satisfaction in line with ISO/FDA/GMP requirements
• Collaborate with multiple departments to ensure perfect order management: on time and in a qualitative manners.
  
  Handle escalated customer service issues, providing solutions, ensuring a positive customer experience and constant improvements.
• Monitor and analyze customer service metrics, preparing regular reports for senior management.
• Work with cross functional teams to ensure customer feedback is incorporated into products and operations.
• Manage Customer Service Department staff.

• Bachelor's degree in Business Administration, or a related field.
• Proven experience in a customer service management role, preferably within the manufacturing or beauty industry.
• Strong knowledge of ISO certification and SOP implementation.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Proficiency with excel, Power BI and D365
• Strong problem-solving skills and a proactive approach to customer service.
• Ability to work collaboratively with cross-functional teams.