Customer Service Manager (Remote)

Job summary

An experienced Customer Service Manager is needed to lead customer service operations and serve as the global process owner for Microsoft Dynamics 365 (D365). This role involves overseeing a customer service team, driving process standardization, and enhancing operational efficiency across the organization. The position focuses on delivering exceptional customer experiences while supporting strategic business objectives.

Qualifications

• Bachelor’s degree in Business or a related field.
• At least 5 years of management experience in a corporate setting.
• Proven leadership skills in managing teams and driving performance.
• Ability to handle multiple priorities in a fast-paced, global environment.
• Strong communication and interpersonal skills with a collaborative approach.

Responsibilities

• Lead and develop a high-performing customer service team, promoting accountability and continuous improvement.
• Serve as the Global Process Owner for Customer Service within D365, ensuring standardized processes.
• Drive ERP optimization initiatives and process improvements.
• Collaborate with cross-functional stakeholders to enhance operational efficiency and customer experience.
• Develop training programs for global adoption of customer service processes and D365 functionality.
• Monitor performance metrics and provide insights to leadership.
• Resolve complex customer issues while maintaining a focus on satisfaction.
• Ensure effective team coverage and workforce planning.
• Participate in intercompany integration projects and continuous improvement initiatives.
• Provide operational support during peak demand periods.
• Manage supervisory responsibilities, including performance evaluations and employee development.

Tools

Work Environment

This is a fully remote position with a typical schedule of Monday through Friday, 8:00 a.m. to 4:30 p.m., requiring flexibility for global operations. Occasional travel may be necessary for training and business integration activities.

• Microsoft Office Suite (Excel, Outlook, Teams)
• Microsoft D365
• Salesforce.com
• Power BI