Provides strategic leadership and direction for pre
and post-sales services and support
Manages customer retention (CRM) and resolves customer concerns
Analyzes operational processes and performs training needs assessment
Facilitates partnership among departments focusing on productivity
Efficiently manages people and resources to drive operational excellence
Develops customer service department procedures
Liaises between customers and manufacturing, sales, and field service to resolve inquiries
Executes warranty and acceptance processes and reviews warranty claims
Manages return materials authorization processes

Customer Service Manager

Key skills