Global Customer Service Manager
Location: Morrisville
Posted on: June 23, 2025
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Job Description:
Accentuate Staffing is seeking a Global Customer Service Manager
for an exciting opportunity with one of our clients in Morrisville,
NC. The Customer Service Manager oversees customer service
operations, trains and mentors staff, handles escalations,
implements policies, and collaborates with other departments to
ensure high customer satisfaction and compliance with industry
regulations. Responsible to improve service efficiency, partner
with the sales teams to maximize business development
opportunities, modeling a culture of continuous improvement and
ensuring customer service excellence across the company.
Responsibilities: Lead and supervise the customer service team of 4
employees, providing guidance and support. Train, mentor, and
develop customer service representatives. Motivate and inspire the
team to achieve high performance and customer satisfaction. Conduct
performance evaluations and provide feedback to team members.
Recruit and hire customer service representatives as needed.
Oversee daily customer service operations, ensuring efficient and
effective handling of customer inquiries and issues. Implement and
maintain customer service policies and procedures to ensure
consistent high-quality service. Develop and implement customer
service strategies to improve customer satisfaction and retention.
Monitor and analyze key performance indicators (KPIs) such as
response time, resolution rate, and customer satisfaction scores
(CSAT). Identify areas for improvement in customer service
processes and implement solutions. Mastery of ERP functionality and
reporting. Build and maintain strong relationships with customers.
Handle customer escalations and complex service issues in a timely
and professional manner. Respond to customer inquiries and
complaints in a timely and effective manner. Gather and analyze
customer feedback to identify areas for improvement. Represent
customer needs and concerns to internal stakeholders. Produces and
analyzes statistical reports specific to customer satisfaction and
forecasting/planning. Ensure compliance with company policies and
industry regulations. Partner with Quality department to ensure
compliance to our systems such as complaints. Maintain accurate
records of customer interactions and service issues. Participate in
quality assurance activities and audits. Stay up-to-date on
industry trends and best practices in customer service. Collaborate
with sales, marketing, product, and other teams to improve the
customer experience. Communicate customer feedback and issues to
relevant departments to facilitate problem-solving. Work with other
departments to ensure smooth order processing, shipping, and
delivery. Lead cross functional teams to work through customer
issues. This includes proactively communicating with external and
internal teams, providing direction and oversight to the team
members and ensuring customer and business needs are ultimately
met. Collaborate with Sales, Product Management, and Operations in
facilitating the forecasting Requirements: Bachelor’s degree (B.
A.) from four-year college or university Five years of Customer
Service Manager experience with a global manufacturer Must have
obtained a minimum of five (5) years previous experience leading
the customer service function in a customer-centric organization.
Experience supporting international customers is required.
Experience using Salesforce for document management, creating
reports, and automation is highly preferred. Must have experience
managing a team of Customer Service Representative Ability to
analyze process and eager to implement process improvements
Knowledge of international shipping and tariffs
Keywords: , Raleigh , Global Customer Service Manager, Customer Service & Call Center , Morrisville, North Carolina
