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Customer Service Manager

Job Description

The UPS Store, Inc., (TUPSS) a wholly-owned subsidiary of UPS is the world's largest franchisor of retail shipping, postal, printing and business service centers. The UPS Store has over 5,000 independently owned locations in the U.S. and Canada. If you're looking for an exciting and dynamic career opportunity, we want to hear from you! 

TUPSS seeks a Customer Service Manager to give more focus to the customer service experience. This position is responsible for developing and implementing the customer satisfaction and loyalty strategy for the company.  He/She is responsible for improving customer satisfaction within the entire TUPSS network and develops methods and processes to track and improve customer satisfaction. He/She interacts with all departments and field personnel to provide insight and development. He/she manages the customer call center and all customer correspondence. This position also leads all root cause analysis and tracks improvements for improving customer satisfaction. He/She informs and works with the company leadership team to continuously improve customer satisfaction. He/She serves as the primary liaison with TUPSS franchisees and UPS to improve processes and resolve customer issues in a timely manner. He/She has expertise with modern customer handling tools. This position also develops benchmarks and goals for improving customer satisfaction and retention. The Customer Service Manager must have a strong background in mitigating incidents as it relates to customer handling and satisfaction.

Responsibilities and Duties

  • Prepares and manages annual budgets in achieving set objectives and goals
  • Conducts surveys to gather information on customer opinion of rendered services
  • Oversees restructuring of TUPSS into a customer-focused establishment
  • Attends seminars, workshops, and conferences to improve on existing job knowledge
  • Oversees hiring, orienting, and training of the organization’s customer service team
  • Defines and implements standards/procedures for ensuring the optimal customer experience
  • Liaises with Marketing and Operations departments to ensure delivery of high-quality products and services
  • Monitors activities of the customer service team to ensure compliance with acceptable standards of customer service
  • Utilizes social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
  • Organizes training programs for customer service representatives to update their job knowledge and enhance their skills
  • Supervises activities of the customer experience team to ensure their interaction with customers reflect positively on the company
  • Establishes communication mediums required to effectively take customer concerns and develops methods to determine the root cause of issues
  • Establishes communication channels and mediums through which clients reach out to the company and vice versa, responding to client inquiries and questions using social media platforms as an avenue for prompt resolution of customer issues
  • Collects, analyzes, and interprets customer interaction data to identify requirements and information useful in optimizing the customer experience
  • Monitors activities of customer service staff to ensure compliance with set standards of courtesy and professionalism
  • Conducts research and identifies personalized methods to address and resolve all customer service concerns
  • Manages and directs all aspects of conflict resolution

Knowledge and Skills

  • Intermediate Microsoft Power BI
  • Advanced Microsoft Excel skills (statistical formulas, add-ins, etc.)
  • Intermediate skills creating, modifying and running Access queries
  • Intermediate Microsoft Office Suite skills (Word, PowerPoint, Outlook, etc.)
  • Bachelor's or Masters’ Degree (or internationally comparable degree) in Business Administration, Management Studies, or related discipline
  • Certified Customer Experience Professional (CCXP)
  • Project Management experience
  • Basic understanding of franchising model
  • 5+ years' experience in the field of customer service or marketing industry

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law

Job Requirements

 

Job Snapshot

Location US-CA-San Diego
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type Retail
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Company Overview

UPS

A position in Business Management or Corporate is a true showcase of your natural leadership, planning and organizational skills to a global audience. From communications and consulting to human resources and risk management, your unique talents keep UPS and its customers moving forward. Learn More

Contact Information

US-CA-San Diego
Snapshot
UPS
Company:
US-CA-San Diego
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Retail
Store Type:

Job Description

The UPS Store, Inc., (TUPSS) a wholly-owned subsidiary of UPS is the world's largest franchisor of retail shipping, postal, printing and business service centers. The UPS Store has over 5,000 independently owned locations in the U.S. and Canada. If you're looking for an exciting and dynamic career opportunity, we want to hear from you! 

TUPSS seeks a Customer Service Manager to give more focus to the customer service experience. This position is responsible for developing and implementing the customer satisfaction and loyalty strategy for the company.  He/She is responsible for improving customer satisfaction within the entire TUPSS network and develops methods and processes to track and improve customer satisfaction. He/She interacts with all departments and field personnel to provide insight and development. He/she manages the customer call center and all customer correspondence. This position also leads all root cause analysis and tracks improvements for improving customer satisfaction. He/She informs and works with the company leadership team to continuously improve customer satisfaction. He/She serves as the primary liaison with TUPSS franchisees and UPS to improve processes and resolve customer issues in a timely manner. He/She has expertise with modern customer handling tools. This position also develops benchmarks and goals for improving customer satisfaction and retention. The Customer Service Manager must have a strong background in mitigating incidents as it relates to customer handling and satisfaction.

Responsibilities and Duties

  • Prepares and manages annual budgets in achieving set objectives and goals
  • Conducts surveys to gather information on customer opinion of rendered services
  • Oversees restructuring of TUPSS into a customer-focused establishment
  • Attends seminars, workshops, and conferences to improve on existing job knowledge
  • Oversees hiring, orienting, and training of the organization’s customer service team
  • Defines and implements standards/procedures for ensuring the optimal customer experience
  • Liaises with Marketing and Operations departments to ensure delivery of high-quality products and services
  • Monitors activities of the customer service team to ensure compliance with acceptable standards of customer service
  • Utilizes social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
  • Organizes training programs for customer service representatives to update their job knowledge and enhance their skills
  • Supervises activities of the customer experience team to ensure their interaction with customers reflect positively on the company
  • Establishes communication mediums required to effectively take customer concerns and develops methods to determine the root cause of issues
  • Establishes communication channels and mediums through which clients reach out to the company and vice versa, responding to client inquiries and questions using social media platforms as an avenue for prompt resolution of customer issues
  • Collects, analyzes, and interprets customer interaction data to identify requirements and information useful in optimizing the customer experience
  • Monitors activities of customer service staff to ensure compliance with set standards of courtesy and professionalism
  • Conducts research and identifies personalized methods to address and resolve all customer service concerns
  • Manages and directs all aspects of conflict resolution

Knowledge and Skills

  • Intermediate Microsoft Power BI
  • Advanced Microsoft Excel skills (statistical formulas, add-ins, etc.)
  • Intermediate skills creating, modifying and running Access queries
  • Intermediate Microsoft Office Suite skills (Word, PowerPoint, Outlook, etc.)
  • Bachelor's or Masters’ Degree (or internationally comparable degree) in Business Administration, Management Studies, or related discipline
  • Certified Customer Experience Professional (CCXP)
  • Project Management experience
  • Basic understanding of franchising model
  • 5+ years' experience in the field of customer service or marketing industry

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law

Job Requirements

 
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Customer Service Manager Apply now