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Customer service/operations manager skills for your resume and career

Updated January 8, 2025

5 min read

Quoted experts

Dr. Timothy Edwards,

Bruce Heiman Ph.D.

Customer service/operations manager example skills

Below we've compiled a list of the most critical customer service/operations manager skills. We ranked the top skills for customer service/operations managers based on the percentage of resumes they appeared on. For example, 10.5% of customer service/operations manager resumes contained customer satisfaction as a skill. Continue reading to find out what skills a customer service/operations manager needs to be successful in the workplace.

15 customer service/operations manager skills for your resume and career

1. Customer Satisfaction

Here's how customer service/operations managers use customer satisfaction:

Increased profitability of company and increased customer satisfaction by developing a productivity tracking and reporting system and increasing employee training.
Managed three distinct teams responsible for improving customer satisfaction while controlling warranty costs by working with over 700 retail locations/dealerships.

2. ISO

Here's how customer service/operations managers use iso:

Authored all documentation of ISO utilization and compliance.
Center obtained ISO Certification with zero deficiencies

3. Logistics

Logistics is a complete organization and implementation of a problem. Logistics are often considered in a complex business operation, as some works need detailed plannings. Logistics are also used in military action.

Here's how customer service/operations managers use logistics:

Interacted with customers to provide them with information to address inquiries regarding sporting/concert tickets and logistics.
Coordinated daily global shipping and receiving logistics between customers, warehouse operators, and vendors.

4. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how customer service/operations managers use customer service:

Facilitated company cross-functional meetings to represent Customer Service team's interests and responsibilities; acting as customer advocate in appropriate forums.
Integrated pertinent business and operations information by recognizing and evaluating trends and options to establish strategic goals Customer Service Improvement.

5. Payroll

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Here's how customer service/operations managers use payroll:

Managed payroll hours to ensure maximum productivity.
Cash application, Accounting Inventory and Payroll Procedures

6. Process Improvement

Here's how customer service/operations managers use process improvement:

Identify and implement process improvement opportunities, resulting in increased efficiency and customer service levels, while improving internal control procedures.
Partnered with business unit leaders to define customer experience standards and process improvements, increasing member satisfaction.

7. Direct Reports

Here's how customer service/operations managers use direct reports:

Managed Warehouse and Galley departments including equipment set-up and material return program totaling 33 direct reports.
Coached and developed direct reports for continuous improvements.

8. Performance Reviews

Performance reviews refer to the official evaluation of a worker's performance done by the manager. The evaluation then helps the superior identify the worker's strengths and weaknesses and offers valuable feedback to help him overcome his shortcomings. This assessment also helps a worker set a future goal for himself and identify ways to better his future performance. Performance Reviews may be done on a monthly or yearly basis, depending on the company.

Here's how customer service/operations managers use performance reviews:

Conducted performance reviews to ensure performance expectations were set, monitored and executed.
Assisted interviewing potential employees and participated in annual performance reviews.

9. Human Resources

Human resources is a set of people in a business or a corporation that are designated to locate, interview, and recruit new employees into the company. They are also responsible to maintain the integrity of the employees and help them sort their problems out. They try to introduce and manage employee-benefit programs.

Here's how customer service/operations managers use human resources:

Administered and implemented Human Resources policies with regard to scheduling department staff.
Partnered with Human Resources to recruit and interview prospective Supervisor candidates.

10. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how customer service/operations managers use customer care:

Reviewed and approved all Customer Care Representative evaluations.
Provided outstanding level of customer care, following up with customers to ensure satisfaction with service and encourage repeat business.

11. Credit Card

A type of card issued by banks and other financial institutions, that enable users to manage and borrow their finances is called a credit card. The funds borrowed from a financial institution through a credit card are meant to be paid back along with certain amounts of interest imposed by the bank.

Here's how customer service/operations managers use credit card:

Processed financial adjustments to customer credit card accounts and created credit card transactions with interchange manually when necessary.
Experience in Customer Credit Card Disputes under Visa/MasterCard and Government regulations to resolve billing claims.

12. Customer Complaints

Here's how customer service/operations managers use customer complaints:

Researched customer complaints submitted to Chief level officers & administered resolutions involving refunds, loans & other monetary transactions.
Investigated customer complaints and implemented appropriate resolution while ensuring fair treatment and equal opportunity for all assigned employees.

13. KPIs

Here's how customer service/operations managers use kpis:

Established and monitored Customer Operations Key Performance Indicators (KPIs) and budget.
Established KPIs to pinpoint areas for refinement.

14. Inventory Control

Here's how customer service/operations managers use inventory control:

Reduced operating costs in all companies and instituted inventory control in retail store operation.
Maintained store inventory integrity while communicating with the company's Inventory Control.

15. Customer Orders

Here's how customer service/operations managers use customer orders:

Prepare customer orders by providing quality operation services in a fast pace environment.
Managed Customer Service Reps to ensure customer orders were completed at the appropriate date and the customer's expectations were met.

What skills help Customer Service/Operations Managers find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on customer service/operations manager resumes?

Dr. Timothy Edwards

Professor, Interim Director, University of Arkansas at Little Rock

Writing and research skills. Analytical and critical thinking skills. Technical skills such as web design, graphic design, audio and video production skills. Employers are interested in potential employees knowledge, intelligence and skills.

What soft skills should all customer service/operations managers possess?

Bruce Heiman Ph.D.

Professor of International Business, San Francisco State University

-Languages beyond English (fluency in written and oral)

-Ability to work collegially in a diverse cultural setting

-Ability to identify good problems on which to work in a competent manner

-Ability/flexibility to interact/work productively with people who have serious constraints on their time owing to other work or personal commitments/issues

-Some of my answers to Q1 above would also apply here

What hard/technical skills are most important for customer service/operations managers?

Bruce Heiman Ph.D.

Professor of International Business, San Francisco State University

-Analytical skills (ability to gather data, clean it, analyze it, write-up results and present on what the meaning of the analysis suggests for action (the last one is most important--"what does it really mean?"

-Some experience and skills with coding in any language (at the moment, Python or C++ are preferred, though Ruby on Rails is also good)

-Deep spreadsheet skills (pivot tables and macros, as examples).

-Relational database skills, including programming (e.g., MySQL)

-Data mining

-AI/Machine Learning experience

What customer service/operations manager skills would you recommend for someone trying to advance their career?

Steve Wages Ph.D.

Director, Cloverdale Center for Youth and Family, Faulkner University

I recommend they use this time to fill in the gaps, no pun intended, in their program of studies by expanding their knowledge base. All educational programs have gaps in the training, content areas which are not addressed adequately. For example, my counseling program was highly regarded, yet I had little to no content related to aging studies, parenting, or personal finances, etc. Further, the content of counseling programs is problem-centered or remedial, conceptually focused on tertiary prevention.

Consequently, graduates are not exposed to a large body of research and literature related to human development, individual wellness, and family strengths which would greatly inform and enhance their assessment and intervention strategies employed in counseling. I believe the more we can do to strengthen our understanding of healthy individual and family wellness, the better equipped we will be to address unhealthy relationships and family dynamics. Put another way, being well grounded in primary and secondary prevention will further equip the pastoral counselor's efforts at intervention. Again, use this time to acquire relevant knowledge and content that most counseling programs do not address extensively.

What type of skills will young customer service/operations managers need?

Dr. Barbara Davis

William J. Atkins Dean, Centenary College of Louisiana

Analysis - Graduates will need to analyze situations, identify the best choices, and seek solutions with the highest benefit to the organization.

Creativity - Graduates will need to possess critical and creative thinking skills.

Flexibility - Graduates must remain flexible to succeed in a highly changing environment.

What technical skills for a customer service/operations manager stand out to employers?

Kerem Cakirer Ph.D.

Senior Lecturer, Indiana University Bloomington

The labor market is not so different than any market with demand and supply. The demand from employers will shift towards more technical (software, coding, computer language programming) and analytical (problem solving on your own) skills than social skills overall. Being capable of writing or/and understanding computer languages will be a must have skill in the very near future. Communication skills over online platforms or social media platforms will play a huge role when employers are making a hiring decision. The data supports that businesses are using more online platforms than ever. I am projecting that there won't be any business travels or on-site client meetings in the near future. Exceling in different types of software, and being able to learn a new one easily, will become more important than people skills in businesses. Employers will seek for candidates, who are capable of achieving tasks in a more off-site (outside the office) environment through a deadline, and who can utilize multiple different softwares at their hand to solve business problems. As far as how the hiring process would go, we might see employers using artificial intelligence to make hiring decisions over some online platform soon. Essentially, this means that the candidates will be assessed with a more quantitative measure than ever. An evaluation measure by the AI, which will take soft and digital skills more into account.My final words are: The pandemic is still a burden to the humankind but the world will prevail. This year could be the inception of a new era in terms of how businesses run.

Do you want to know more?

List of customer service/operations manager skills to add to your resume

The most important skills for a customer service/operations manager resume and required skills for a customer service/operations manager to have include:

Customer Satisfaction
ISO
Logistics
Customer Service
Payroll
Process Improvement
Direct Reports
Performance Reviews
Human Resources
Customer Care
Credit Card
Customer Complaints
KPIs
Inventory Control
Customer Orders
Performance Metrics

Order Entry
Customer Support
Customer Issues
FAA
Computer System
Inbound Calls
Customer Inquiries
Account Management
Customer Calls
Front Desk
Call Handling
Customer Relations
Performance Evaluations
Customer Accounts
Order Processing
POS

Product Knowledge
Customer Retention
ERP
Problem Resolution
Inventory Management
Store Operations
Corrective Action
Call Center Management
Bank Deposits
QuickBooks
Customer Expectations
TSA
Call Monitoring
Net Promoter Score
CSRs
FedEx

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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Updated January 8, 2025

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