Customer Service Manager

Lakeshore Talent
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Lakeshore Talent is seeking an Interim Customer Experience Manager for a key client in Lithonia, GA. This ongoing position will oversee the daily operations of the Customer Experience Team, ensuring that customers receive exceptional service through direct account management and collaboration across teams. The role requires a hands-on approach to managing, coaching, and developing the Account Managers, while also driving performance through data analysis and cross-functional coordination.
Interim Customer Experience Manager – Ongoing contract, potential for permanent hire but not guaranteed at this time.
Location: Lithonia, GA (100% Onsite)
Hours: Monday to Friday, 8:30 AM – 5:00 PM
- This is a 100% onsite role located in Lithonia, GA.
- Working hours are from 8:30 AM to 5:00 PM, Monday through Friday.
Key Responsibilities:
- Team Management: Supervise a team of Account Managers, ensuring they deliver timely, accurate phone and email responses to customer inquiries.
- Coaching & Development: Provide ongoing coaching and mentorship to the team, ensuring adherence to best practices and consistent processes that meet customer satisfaction requirements.
- Performance Tracking: Monitor and analyze key performance metrics to assess team progress and drive continuous improvement.
- Data Analysis: Conduct data analysis and mining to support business needs and improve customer experience outcomes.
- Cross-Functional Coordination: Work closely with Sales and Operations to ensure customer and production needs are met in a timely manner.
- Escalation Point: Act as the point of escalation for customer or employee issues, diffusing tensions and resolving conflicts when necessary.
- Relationship Building: Foster positive relationships with customers and team members, motivating the team and driving alignment with business goals.
- Daily Operations Support: Assist in the day-to-day operations and handle other tasks as assigned.
Qualifications:
- Minimum 5 years of experience in customer experience/support or account management, preferably in a leadership or project management role.
- Bachelor’s degree preferred, but not required.
- Proficiency in Microsoft Excel and experience managing multiple systems.
- Experience creating and interpreting reports, data, and performance metrics.
- Strong leadership skills with a focus on team motivation and customer satisfaction.
- Ability to make decisions that drive growth, profitability, and positive customer experiences.
- Excellent interpersonal skills, with the ability to build and maintain strong customer relationships.
- Metrics-driven mindset, with a proactive approach to problem-solving and process improvement.
- Strong organizational, scheduling, and prioritization skills.
- Must be legally authorized to work in the U.S. without company sponsorship.
Candidates who meet the following criteria will be prioritized for this role:
- Previous experience working with an ERP system such as Oracle or NetSuite.
- Previous experience working with CRM ticketing systems such as C4C or others.
- Previous experience working with customer satisfaction survey tools.
- Previous experience working with customer credits or general Accounts Receivables responsibilities.
If you have a passion for customer experience and leadership, and are ready to contribute to a dynamic team, we want to hear from you! Apply today to join the Lakeshore Talent team as an Interim Customer Experience Manager.