Customer Service Manager

Job Title: Customer Service Manager

Position Type: Full-Time

Reporting Lines: Alex Fidler – Business Operations Manager

Job Description:

Are you energized by transformative work where you can push boundaries and challenge the status quo? Are you a passionate leader who thrives on the challenge of exceeding customer expectations? We are seeking a highly motivated and experienced Customer Service Manager to lead our Customer Service team at Ascent Chemicals. As Customer Service Manager, you will be the central force in establishing a culture of customer service excellence at Ascent. Your responsibilities will focus on standardizing work processes, organization design, and KPI creation & enhancement.

Principle Duties:

• Lead by example, cultivating a positive and inclusive work environment where team members feel motivated, supported, and empowered to deliver exceptional customer service.
• Foster a culture of continuous learning and development, providing ongoing feedback, coaching, and mentorship to nurture the growth and professional development of team members.
• Develop and implement innovative strategies to enhance the overall customer experience, from initial contact through post-purchase support, ensuring consistency and excellence at every touchpoint.
• Collaborate with cross-functional teams to identify pain points in the customer journey and implement solutions to streamline processes, reduce friction, and exceed customer expectations.
• Implement robust escalation procedures and empower team members with the authority and resources needed to address complex issues and deliver optimal outcomes for customers.
• Standardize customer master data management processes, with an emphasis on cross-functional data visibility and usage.
• Support and influence the inside sales process through defining how and when customer care engages in the process.
• Design and implement comprehensive training programs to equip team members with the knowledge, skills, and tools needed to excel in their roles and deliver exceptional customer service.
• Ensure personal compliance with all company Safety regulations and guidelines, Quality System, Operational, and Human Resource policies, procedures, and practices, including housekeeping procedures.

Basic Qualifications:

• 4-year degree in Business, Marketing, or related field of study.
• Minimum of 7 years of experience in customer service/experience role.
• Minimum of 4 years of experience in managing others.
• Exceptional communication and interpersonal skills, with the ability to effectively interact with customers and team members at all levels.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.

Preferred Qualifications:

• Demonstrated ability to work in a fast-paced, dynamic environment, managing multiple projects at a time.
• Demonstrated continuous improvement mindset, comfortable challenging the status quo.
• Proficiency in customer service software and CRM systems, with the ability to leverage technology to improve processes and efficiency.