Top Customer Service/Operations Manager Skills

Below we've compiled a list of the most important skills for a Customer Service/Operations Manager. We ranked the top skills based on the percentage of Customer Service/Operations Manager resumes they appeared on. For example, 39.7% of Customer Service/Operations Manager resumes contained Customer Service as a skill. Let's find out what skills a Customer Service/Operations Manager actually needs in order to be successful in the workplace.

The six most common skills found on Customer Service/Operations Manager resumes in 2020. Read below to see the full list.

1. Customer Service

high Demand
Here's how Customer Service is used in Customer Service/Operations Manager jobs:
  • 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.
  • Determined customer service requirements by maintaining contact with customers, conducting surveys, forming focus groups, analyzing information.
  • Direct experience with high-pressure customer service situations including storm duty, natural gas emergencies and escalated customer issues.
  • Provided excellent customer service during the appropriate designated scheduled time for deliveries and pickup of orders and merchandise.
  • Recruited to design and implement a decentralized Order Processing/Customer Service organization for the Pharmaceutical Divisions of Abbott.
  • Led sales and customer service efforts by coordinating closely with quality control regarding products awaiting dispositions.
  • Accepted additional role of the Customer Service Manager in addition to Development and Project Manager position.
  • Implemented several processes to improve Customer Service including Quality Assurance Monitoring form and hiring process.
  • Streamlined and automated customer service processes in preparation for e-commerce and Sales Force Automation initiatives.
  • Created and led training curriculum for customer service techniques and dramatically improved performance metrics.
  • Introduce detailed performance initiatives to achieve productivity and assure high quality customer service.
  • Operated cash register, processed customer transactions, and provided excellent customer service.
  • Designed and implemented scripting for telemarketing, customer service and technical support teams.
  • Orchestrated a complete and comprehensive reorganization of the National Customer Service Team.
  • Provided excellent customer service to maintain existing affiliates and acquire new affiliates.
  • Developed the Continuity of Business for the National Spanish Customer Service Operations.
  • Established and monitored key metrics to measure Customer Service Representative's performance.
  • Provided customer service and administrative support for this fast paced rental company.
  • Recognized for dependability, leadership and ability to provide excellent customer service.

Show More

2. Ensure Compliance

high Demand
Here's how Ensure Compliance is used in Customer Service/Operations Manager jobs:
  • Established Quality criteria, developed quality initiatives, and monitored inspections to ensure compliance.
  • Supervised customer service representatives to ensure compliance with company policies and procedures.
  • Managed the day to day operations of the unit as per defined processes and ensure compliance to audit guidelines by management.
  • Finalize all repair orders to ensure compliance including receiving proper insurance authorizations.
  • Provide updates/information on institutional policies/procedures/deadlines and ensure compliance.
  • Performed sample audits of documentation and billing requirements to ensure compliance; worked with Programs to drive continuous improvements in documentation.

Show More

3. ISO

high Demand
Here's how ISO is used in Customer Service/Operations Manager jobs:
  • Identify and inform Customer Service Supervisor and Loss Prevention Supervisor of register variances and errors, conducting investigations to correct.
  • Coached and developed Customer Service Representatives/Supervisors Four of my Customer Service Representatives were promoted to Supervisor or Team Lead.
  • Manage a group of 60 representatives and 2 supervisors in ensuring all internal and external stakeholder objectives exceed expectation.
  • Ensured that any known internal control problems/issues/concerns are identified and communicated on a timely basis to immediate supervisor.
  • Recruited and hired 50+ supervisors and five operations managers internally and externally across domestic and international sites.
  • Provided investigatory support to supervisor in complex employee relations matters and in the employee problem resolution process.
  • Career development of supervisors and employees by recognizing, identifying and implementing methods to increase performance.
  • Promoted to increasingly responsible supervisory positions based on expertise, initiative and contributions to operational efficiency.
  • Acted as liaison between regional customer service/sales and home office operating personnel coordinating customer issues.
  • Developed business procedures and acted as liaison between Information Systems and Consumer Foods Sales Division.
  • Developed and implemented a supervisory referral process that improved the timeliness of client complaint resolution.
  • Supervised Customer Service Supervisors, Receiving Supervisor, Accounting Room Auditor and Seasonal Layaway Support.
  • Provide supervisory skills to assist internal and external clients with priority service regarding escalated issues.
  • Carried out supervisory responsibilities including training employees on quality and effective customer service.
  • Developed supervisors and associates wanting to become supervisors in their career paths.
  • Commended by managers, supervisors and operating officer for streamlining this department.
  • Work effectively with Administrative Supervisors to ensure paid exceptions are accurate.
  • Monitor supervisors' administrative duties while providing timely and accurate feedback.
  • Managed 8 supervisors and 140 representatives in day-to-day call center operations.
  • Team cooperation included assistance with questions and some supervisory experience.

Show More

4. Daily Operations

high Demand
Here's how Daily Operations is used in Customer Service/Operations Manager jobs:
  • Provided integral leadership for New York office of busy transportation company while monitoring daily operations for 6 outside offices.
  • Managed daily operations including ordering, shipping/receiving, inventory management, scheduling of service and installation and associated personnel.
  • Led strategic and daily operations of the department meeting business and compliance requirements of Distribution & Customer Service Operations.
  • Launched opening and maintained daily operations, ensuring compliance with state and governmental regulations.
  • Coordinated and facilitated opening of store and maintained daily operations of the business.
  • Managed multiple locations overseeing the daily operations while assisting sales personnel.
  • Coordinated daily operations, shipping and order fulfillment.
  • Led the daily operations of the delivery station, helping to manage the ongoing and ever-changing logistics of package sorting.
  • Promoted to manage 250+ employee work group to include, coordinating all aspects of daily operations and future strategies.
  • Managed daily operations of call center, auction production, customer service and technology teams for internet marketing company.
  • Managed all purchasing functions and the facility daily operations for an indoor sports complex and sporting goods/retail facility.
  • Participated in tow annual stores audits which of implemented changes to improve the daily operations of the store.
  • Review, recommend and implement new methods and procedures to make daily operations and work functions more efficient.
  • Direct supervision for the daily operations of all Company staffing and Chauffeurs, including independent Chauffeur contractors.
  • Managed the daily operations of the department to ensure the delivery of efficient service to customers.
  • Handled the daily operations, inventory, ordering supplies and food, and employee scheduling.
  • Direct and oversee daily operations and manage customer service delivery at this flagship furniture store.
  • Manage division headquarters daily operations for East Brunswick, New Jersey with 50+ employees.
  • Manage and oversee the daily operations for the Realty Services Call Center.
  • Assisted with the daily operations of the Reservations and Quality Control Department.

Show More

5. Human Resources

high Demand
Here's how Human Resources is used in Customer Service/Operations Manager jobs:
  • Administered and implemented Human Resources policies with regard to scheduling department staff.
  • Partnered with Human Resources to recruit and interview prospective Supervisor candidates.
  • Assist in Human Resources needs including managing employee needs and concerns ad confirming accuracy, completion and security of employee files.
  • Work closely with Human Resources and external resources to meet and exceed our hiring needs in a highly competitive job market.
  • Created Center of Excellence Program for Marketing / Communication / and Talent Development in partnership with Human Resources.
  • Recruited: trained staff members, managed human resources, and Implement Cal-OSHA safety procedures for distribution center.
  • Received Letter of Commendation from the Vice President of Human Resources for Exceptional Customer Service in 1996.
  • Partnered with Human Resources to identify top reasons for personnel loss and created effective retention processes.
  • Managed human resources, backroom operations, inventory control, and loss prevention / shortage reduction.
  • Handle all areas of human resources including interviews, hiring, on-boarding, and terminations.
  • Liaised with workforce planning team and human resources to ensure staffing needs were consistently met.
  • Assisted Human Resources with distribution of payroll, work schedules and time keeping.
  • Worked closely with Human Resources to resolve all issues regarding staff.
  • Answered and fielded questions on Human Resources processes.
  • Assisted Human Resources director with employee benefits.
  • Completed human resources related paperwork including benefits and AIFs.
  • Collaborate with Human Resources to coordinate staff schedules, recruitment, training and placement of new hires and staff.

Show More

Job type you want
Full Time
Part Time
Internship
Temporary

6. Data Entry

high Demand
Here's how Data Entry is used in Customer Service/Operations Manager jobs:
  • Performed general office duties including data entry and imputing loads into computer system.
  • Increased data entry accuracy saving the company time by eliminating errors.
  • Managed data entry and quality control personnel.
  • Reduced data entry turnaround time 85% resulting in a 2 day or less service level by cross training team members.
  • Experienced with proprietary software for data entry and retrieval to update and maintain customer data.
  • Issued refunds, data entry, provide support to operations by dispatching technicians to field.
  • General clerical, office skills, and data entry into the system.
  • Enter time cards for drivers, data entry and 10 key.
  • Used multiple programs to enter customer information; data entry.
  • Trained data entry to process orders using BTI software.
  • Look up referrals and assist in data entry.
  • Supervised data entry and sales personnel.
  • Performed data entry and dispatch.
  • Excel, Word, Data Entry, Microsoft Office, Sales, JD Edwards
  • Updated technical /installation work orders* Maintained phones, filed, faxed, data entry daily reports* Scheduled appointments.
  • Promoted from Administrative Assistant and Data Entry Specialist within first two years of employment.
  • Invoice processing, Data Entry, Form Creations, Excel reports.Accounts Receivables check posting.
  • Use scripted dialog and convert the calls as a lead Have knowledge of various programs by researching companies Data Entry

Show More

7. Technical Support

high Demand
Here's how Technical Support is used in Customer Service/Operations Manager jobs:
  • Provided first line technical support to customers and coordinated service support as needed within territory.
  • Provided leadership in planning, execution and delivery of technical support activities.
  • Provided Customer Support by assisting customers with product inquiries, technical support and keeping them informed of any updates regarding their orders
  • Team Leader - Manage repair, maintenance and technical support of non-Xerox MPS contracts with 3 Non-Xerox CSE.
  • Worked with internal technical support departments to ensure we were aligned with them in handling technical issues.
  • Managed a department responsible for the complete order-to-product shipment process, repairs, and technical support.
  • Conducted weekly performance call with internal technical support departments to review queue's overall performance.
  • Acted as technical support for customers and coworkers registering on a General Electric website.
  • Answered general inquiries about service options, billing information, and provided technical support.
  • Lead manager for a 37-agent team of second-level customer and technical support staff.
  • Provided in-house technical support by phone and in person to the facilities staff.
  • Provide technical support for all services available through TWC.
  • Contributed to the Technical Support shift bid process.
  • Dispatch all incoming calls Assist Territory Managers & Patients to Technical Support and all other departments
  • Supervised technical support and customer service for a games based software provider.
  • Implemented and created a Level 1 and Level 2 technical support team.

Show More

8. Logistics

high Demand
Here's how Logistics is used in Customer Service/Operations Manager jobs:
  • 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.
  • Focus entailed monitoring of cargo logistics domestically, while ensuring cargo integrity.
  • Developed and implemented service logistics programs for high-availability line of network servers.
  • Directed the Northern Border Pipeline commercial operations and gas logistics function.
  • Managed and directed logistics of new home delivery and export operations.
  • Strengthened back office logistics, inventory maintenance, and purchasing/receiving.
  • Processed payroll and closely involved in logistics and product modifications.
  • Project Manager for special logistics new initiatives.
  • Initiated logistics platform with custom software program, secured US warehouses, local freight carriers and complete turnkey domestic supply chain.
  • Manage day to day activities of the distribution department of a 600,000 square foot third party logistics warehouse servicing Microsoft Corporation.
  • Report to the Director of Operations -Supervise staff of 30-40 * Coordinated logistics for a $9 million retrofit project.
  • Partnered with Warehouse and Inventory Logistics Teams to ensure Vendor and Customer issues resulting from the programs were rectified.
  • Managed all logistics, finances, local contracting, overall team/task management, and team schedule during Presidential visit.
  • Implemented SAP (Tier 1 ERP) system that included all APO, OTC, Logistics and Quality Functions.
  • Directed customer service and third-party logistics teams in Dallas, Memphis and Manila for timely order fulfillment to distributors.
  • Ensured processes were in place to provide logistics support to Strategic Partners, VARS, and internal personnel.
  • Managed domestic and international supplier relations, as well as the fulfillment center, to maximize operating logistics.
  • Provide warehousing (30,000 sf warehouse), freight consolidation, and logistics and reporting on shipment statuses.
  • Order Fulfillment, Supply Chain and Logistics Management: strategic coordination from first-to-last point of contact.

Show More

9. Key Performance Indicators

high Demand
Here's how Key Performance Indicators is used in Customer Service/Operations Manager jobs:
  • Advised agents on proper Delta procedures, KPI's (Key Performance Indicators) and other airport customer service initiatives.
  • Provided daily postings of key performance indicators, and weekly meetings with employee leaders on performance benchmarks.
  • Maintained and tracked key performance indicators raising red flags to Management at monthly meetings.
  • Provide coaching and training to employees on telephone performance & key performance indicators
  • Established and monitored Customer Operations Key Performance Indicators (KPIs) and budget.
  • Facilitate and develop key performance indicators in order to track, measure and provide improvement focusing on safety and efficiency.

Show More

10. Phone Calls

high Demand
Here's how Phone Calls is used in Customer Service/Operations Manager jobs:
  • Answer phone calls and provide customers with desired information (Order status, Tracking #, etc.)
  • Answer phone calls concerning deliveries, freight, pick ups, or other issues affecting the customer.
  • Handled organizing office, phone calls, inquiries, filing, messages, Dispatching service calls.
  • Implemented VoIP Asterisk based PBX system for incoming phone calls and communication between US and Canada.
  • Exercised strong time management skills when balancing phone calls, email workload and data entry.
  • Fielded high volume phone calls from drivers, shippers, receivers and internally.
  • Intercept all Geek Squad Precinct inbound phone calls and dispatch to agents.
  • Process incoming telephone calls, and outgoing calls via an electronic console.
  • Answered phone calls and utilized problem solving skills for members and vendors.
  • Assist children or people with physical disabilities to make telephone calls.
  • Handled clerical work such as answering phone calls and scheduled appointments.
  • Answer high volume of phone calls Data Entry Dispatcher
  • Monitored incoming phone calls to team members.
  • Answer telephone calls on multiple lines.
  • Answered a high-volume of incoming phone calls on multi-line systems and monitored/maintained inventory control.
  • Answered inbound telephone calls via Avaya voice phone system, in excess of 100+ calls per day.
  • Bussed tables, took order, prepared and cooked food orders while answering phone calls.
  • Answer an incoming phone calls, and transfer calls to appropriatedepartment or manager.
  • Assisted customer's in making long distance phone calls to family or friends .
  • Make outbound phone calls to collect on past due payments on retail installment loans Address debtor concerns regarding contracts and payments

Show More

11. Inventory Control

high Demand
Here's how Inventory Control is used in Customer Service/Operations Manager jobs:
  • Maintained store inventory integrity while communicating with the company's Inventory Control.
  • Inventory purchasing, inventory control and reconciliations.
  • Total store upkeep including inventory control.
  • Manage employee sales and service, inventory control, bookkeeping, advertisement tracking, invoice breakdown, shipping and receiving.
  • Maintained the timely processing of payroll, maintaining inventory control counts, and processing daily store and loss prevention records.
  • Inventory Control, Customer Service, Stocking, Mount Tires on Vehicle, Operated Tire Machine Equipment, Operated Forklift
  • Established an inventory control program to reduce losses in the shipping process due to damage or lost product.
  • Ordered custom components, glass, carved moldings, and other items from inventory control department.
  • Handled all merchandising, inventory control, ordering, cash control, and maintenance of store.
  • Inventory Control Manager for three years, responsible for over 8 million dollars of inventory.
  • Implement sustainable processes in warehouse inventory control, scheduling, delivery routing and team building.
  • Inventory control and purchasing rep for three years prior to becoming manager.
  • Processed orders, handled inventory control, and warranty replacement issues.
  • Import Doc., Customs entries, Logistic Prep, Inventory Control.
  • Implemented in-house inventory control and tracking system and trained staff.
  • Track and maintain inventory control of all products.
  • Worked in warehouse to for inventory control.
  • Created and managed the inventory control system.
  • Acknowledged for Outstanding Achievement 1995 Inventory Control.
  • Assist with our Inventory Control Dept.

Show More

12. Customer Service Department

high Demand
Here's how Customer Service Department is used in Customer Service/Operations Manager jobs:
  • Directed the customer service department by executing customer operations in a timely and accurate manner.
  • Managed customer service department, overseeing quality initiatives and service delivery.
  • Supervised customer service department to include quality review and production.
  • Developed Job Aids for Correspondence and Customer Service Department.
  • Managed customer service departments of 70-120 representatives.
  • Developed in-house customer service department.
  • Strengthened the Customer Service department into higher performing team by improving key work processes, training, and internal knowledge resources.
  • Served as the only Spanish speaking customer service representative and assisted as the back up for customer service department.
  • Oversee Customer Service department to ensure clients are happy and confident with their decision to sail with the company.
  • Expanded the role of the customer service department by successfully creating a partnership with the field sales department.
  • Lead integration of the correspondence customer service department into the call center resulting in $750K annual savings.
  • Budgeted for and managing the Technical Support Call Center, Customer Returns Department and Customer Service Department.
  • Supervised customer service department, ensuring optimum levels of client care and delivery of services.
  • Created and directed the new hire training program for the entire customer service department.
  • Transitioned the customer service department to an inside sales department through extensive training.
  • Hired, trained, supervised staff of the production and customer service departments.
  • Managed the customer service department and facilitated shipments and assisted customer's needs.
  • Hired, managed and trained the tier 2 customer service department.
  • Interviewed and hired applicants for placement within the customer service department.
  • Managed customer service department of 15+ employees before changing rolls.

Show More

13. Performance Reviews

high Demand
Here's how Performance Reviews is used in Customer Service/Operations Manager jobs:
  • Conducted performance reviews to ensure performance expectations were set, monitored and executed.
  • Assisted interviewing potential employees and participated in annual performance reviews.
  • Conducted performance reviews and established customer-service standards.
  • Conduct introductory and annual performance reviews.
  • Administered monthly and annual performance reviews.
  • Provided performance reviews with client on a scheduled basis directing attention to installation performance improvement since AT&T Divestiture.
  • Managed the team's administrative needs and performed project work, quality monitoring, monthly/annual performance reviews, and interviews.
  • Managed staff of 16, including scheduling, production, performance reviews, payroll and daily assignments.
  • Oversee a team of 3-4 members as well as complete bi-annual performance reviews for each.
  • Established goals and objectives, delivered performance reviews, and managed over 10 employees.
  • Interviewed and hired exceptional talent and completed more than 50 performance reviews.
  • Supervised warehouse employees and drivers, providing performance reviews and constructive feedback.
  • Conducted performance reviews, yearly evaluations, and authored numerous job descriptions.
  • Managed performance reviews with goal setting for each year.
  • Performed yearly and quarterly performance reviews of team.
  • Performed Performance Reviews for all Agents.
  • Cash handling, teller performance reviews.
  • Develop and conduct performance reviews.

Show More

14. Process Improvement

high Demand
Here's how Process Improvement is used in Customer Service/Operations Manager jobs:
  • Partnered with business unit leaders to define customer experience standards and process improvements, increasing member satisfaction.
  • Process improvement and automation for SIGIS certification of merchants accepting Visa and MasterCard health savings prepaid cards
  • Coordinated and led national focus on process improvements and ongoing consumer care initiatives.
  • Spearheaded QA feedback and process improvement group with representation from regional leadership.
  • Used proprietary quality assurance software for process improvement and business performance.
  • Identified and implemented process improvements that saved money and improved productivity.
  • Key contact within organization for leading process improvement efforts.
  • Direct process improvement initiatives and enhancements in service delivery.
  • Collaborated with company-wide management on process improvement projects.
  • Oversee execution of program services in alignment with contracts with a focus on developing process improvements in order to drive efficiency.
  • Process Improvement: develop and maintain compliance and standard operating procedures based on regulations and need.
  • Worked on multiple process improvement projects including scheduling, productivity reporting, and call type collection.
  • Focused on Process Improvement as one of main goals, identifying challenges and opportunities.
  • Led cross functional process improvement teams with external vendors to develop support systems.
  • Reduced expenses by 10% year over year through process improvements.
  • Decreased operational cost by 25% through Process Improvement Initiatives.
  • Initiated and implemented new corporate objectives, and identified multiple areas requiring process improvements and improved cost efficiencies.
  • Identify process improvement opportunities and implement changes to procedures and workflows to enhance customer satisfaction.
  • Increase interdepartmental efficiencies through creative problem-solving, process improvement and education.

Show More

15. New Accounts

average Demand
Here's how New Accounts is used in Customer Service/Operations Manager jobs:
  • Handled Quality Assurance verification for New Accounts monthly statement review.
  • Facilitated the opening of new accounts, collection of debts and payment arrangements for past due clients.
  • Led customer service and processing team that serviced 7000 incoming calls and established 1000 new accounts monthly.
  • Assist account sales representatives in acquiring new accounts as well as maintaining and reactivating existing accounts.
  • Coordinated activity for new accounts, international customers, and managed the help desk operations.
  • Work with various lines of business to identify fraudulent or high risk new accounts.
  • Verify hospital account payable information, create new accounts in billing and shipping system.
  • Assist store associates with approving new accounts, payments, and locating transaction.
  • Determined credit status for new accounts or additional lines of service.
  • Managed all aspects of operations for new accounts.
  • Open new accounts, loans, CD's, and referral for mortgage.
  • Established an upselling initiative program that resulted in an increase of 20-25 additional new accounts and services each week.
  • Worked with other departments, Sales, IT and customers to ensure successful implementation of new accounts.
  • Answered a multi-line phone system Responsible for opening new accounts for customers.

Show More

16. Customer Complaints

average Demand
Here's how Customer Complaints is used in Customer Service/Operations Manager jobs:
  • Developed and improved training and performance measures with reduction of customer complaints and escalations including improved customer surveys.
  • Analyzed customer complaints to identify trends & communicate enterprise-wide mitigation & solutions.
  • Guaranteed positive customer service and resolved all customer complaints.
  • Received and tracked customer complaints and resolutions.
  • Promoted into position when account was in jeopardy due to high level customer complaints and turned it around within six weeks.
  • Developed a training program focused to deliver excellent customer service which produced 25% reduction in customer complaints.
  • Work extensively with customer complaints and work to ensure 100% satisfaction with our product and service.
  • Investigate customer complaints, identify root causes and implement corrective actions, and ensure timely closure.
  • Recognized by the Better Business Bureau for having 0% customer complaints as owner/manager.
  • Answered phones and resolved customer complaints/concerns to ensure all customers were satisfied with services.
  • Mediate customer complaints concerning employees' service and mail with 100% resolution.
  • Respond promptly to customer inquiries, and handle and resolve customer complaints.
  • Resolved all billing inquiries, shipping errors, and customer complaints.
  • Resolve customer complaints and inquiries by referring difficult problems to specialists.
  • Played a major role in customer service by handling customer complaints.
  • Processed payments, refunds, and customer complaints with resolution.
  • Resolve customer complaints, maintain order and overall store environment.
  • Resolve all customer complaints and issues, provide price adjustments.
  • Received and resolved 70 - 80 customer complaints.
  • Resolved customer complaints and addressed concerns with employees.

Show More

17. Company Policies

average Demand
Here's how Company Policies is used in Customer Service/Operations Manager jobs:
  • Administered company policies for estimates, repairs and pricing customer jewelry.
  • Supervised and monitored the implementation of company policies and procedures.
  • Monitored service calls to observe employees' demeanor, technical accuracy, and conformity to company policies and Federal Law Regulations.
  • Ensured a positive work environment, with an emphasis on communication by keeping in compliance with all company policies and procedures.
  • Elevated customer satisfaction index from 80% to 99% through swift resolution of customer issues while complying with company policies.
  • Provided leadership to implement company policies, procedures, and standards specific to the needs of the business.
  • Participated in weekly team meetings to discuss new merchandise offerings, as well as company policies and procedures.
  • Initiated a plant orientation program for all new hires, educating new hires on company policies and standards.
  • Instructed training on job functions and guidance on rules and regulations of employees and Company policies.
  • Enforce company policies and procedures and maintain a positive working environment.
  • Manage staff of 500 employees implement company policies and procedures.
  • Assisted in Writing, Circulating, and Publishing Company policies.
  • Help all staff learn and understand company policies/ guidelines.
  • Set company policies and procedures.
  • Partnered with teammates and leaders to addresses behavioral concerns Communicated and sustained company policies.
  • Key Attributes: Ensuring a safe and ethical work environment by complying with the Code of Conduct and all Company policies.

Show More

18. Sales Goals

average Demand
Here's how Sales Goals is used in Customer Service/Operations Manager jobs:
  • Work closely with VP of Operations on data analysis on order management and sales goals and expectations.
  • Provided training and offered additional help to employees that had problem reaching sales goals.
  • Contribute to the branch sales goals by personally recognizing sales and referral opportunities.
  • Conducted quarterly meetings with staff and discussed company directives and sales goals.
  • Provided support for sales team to assist in reaching sales goals.
  • Managed and analyzed employee performance tracking and sales goals.
  • Managed a team of 23 sales/customer service representatives to improve efficiencies, moral, and sales goals.
  • Supported Company business and sales initiatives which led to exceeding sales goals and customer persistency.

Show More

19. Internet

average Demand
Here's how Internet is used in Customer Service/Operations Manager jobs:
  • Designed and built internet web sites for Fulfillment Services and Merchandising departments
  • Facilitated daily technical developments for internet-based auctions.
  • Provided telephone and online customer service/support with in high volume call centers, handling an average of 85 calls/internet inquires daily.
  • Experienced with Windows 95/98/2000, Microsoft Office, the internet, web browsers and Outlook express.
  • Directed Customer Loyalty program, Cardholder Retention, Internet Help Desk and New Account Application functions.
  • Make manuals of mobile phones and internet connection services by translating from English into Japanese.
  • Coordinated national sales, delivery, installation and training of proprietary software to Internet cafes.
  • Cross trained in: Customer Service, Ramp Operations, Computer Reservations and Internet.
  • Assisted customers with various problem solving issues with hardware, software, and internet.
  • Assisted customers with questions concerning their Internet, telephone, and cable bills.
  • Identified key growth opportunities for the business through the increase of Internet sales.
  • Be able to post to DAT,Internet Truck Stop and multiple websites used to broadcast available loads.
  • Approved and maintained Funds Xpress and Metavante Internet Banking Applications.
  • Worked with Sprint PCS, Nextel, Comcast Digital Phone Service, and Comcast High Speed Internet.

Show More

20. Direct Reports

average Demand
Here's how Direct Reports is used in Customer Service/Operations Manager jobs:
  • 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.
  • Directed and managed 150+ call center employees, including 8 direct reports across 4 locations which included one international site.
  • Managed and motivated a diverse work force of up to 75 direct reports, with accountability to General Operations Manager.
  • Managed a $100M operating budget, a $15M capital budget, 4 direct reports, 500 associates.
  • Developed talent, with more than 50% of direct reports receiving promotions and three winning major awards.
  • Monitored, coached and provided prompt feedback to direct reports to ensure positive performance and career growth.
  • Identify and develop necessary tools and reports for effective management for myself and my direct reports use.
  • Managed 12 Direct Reports including Inside Sales team, Customer Service team, and sales support team.
  • Set priorities and delegate assignments to direct reports to help towards to the bottom line results.
  • Managed $3MM budget responsibility; 15 direct reports and 40 indirect reports.
  • Direct Reports included 12 Control Room Operators and 1 data analyst.
  • Hold yearly reviews with 25 direct reports and deliver action plans.
  • Direct reports: one trainer and two Quality Assurance Specialists.
  • Developed and led a management team of 4 direct reports.
  • Prepared performance reviews quarterly and annually for 62 direct reports.
  • Direct reports included 4 Resource / Quality Partners.
  • Managed 5-11 direct and 5-10 indirect reports.
  • Managed five direct reports and 60 employees.
  • Direct reports include 10 pipeline controllers and indirect reports include 1 SCADA specialist and 1 process controls engineer.

Show More

21. Service Levels

average Demand
Here's how Service Levels is used in Customer Service/Operations Manager jobs:
  • Monitored service levels and directed real-time forecasting to customer service levels.
  • Managed and met client performance guarantees through Average Speed of Answer (ASA), abandoned rate, and service levels.
  • Led and managed sixty plus associates to ensure that daily service levels and department KPI s were met or exceeded.
  • Manage call volumes and site service levels to achieve 80% or more of daily objective while adhering to budget.
  • Reviewed team progress and developed goals plan to help team reach desired customer service levels.
  • Tracked, evaluated, and reported daily, weekly, and monthly service levels.
  • Manage and respond to escalations from internal and external parties within designated service levels.
  • Managed resources to ensure established service levels were achieved at all times.
  • Integrate new ideas and procedures while still upholding excellent customer service levels.
  • Process all work on a daily basis to maintain excellent service levels.
  • Track and monitor call volumes ensuring that service levels are met.
  • Direct workloads and maintained service levels.
  • Coached and strengthened staff's performance management through customized strategies that provided high customerservice levels and decreasing inefficiencies.
  • Employed workforce-management desk across 4 sites within New York tri-state area, which allowed enterprise to maximize staffing achieving service levels.
  • Trusted with maintaining service levels on 200M+ monthly calls for key national accounts including Exxon- Mobil and SAM'S Club.
  • Maintain Employee records and update HR records Improved efficiency and enhanced customer service levels through consistent leadership skills.
  • Managed workload, workflow, and allocation of resources to meet service levels and maximize efficiency.
  • Manage and monitor email and transactional queues to maintain them within the prescribed service levels.

Show More

22. Customer Relations

average Demand
Here's how Customer Relations is used in Customer Service/Operations Manager jobs:
  • Directed the Overall Customer Relationships through overseeing performance and delivery of services offered, contracted, and implemented.
  • Maintain a company-customer relationship and resolve/assist with any issues or questions provided by customer.
  • Developed Customer Relationship Management software requirements and supervised development, testing, and implementation.
  • Initiated and maintained an exemplary customer relationship with a conglomerate of public agencies.
  • Contributed to Customer Relations Department on daily basis handling Manager Escalation calls.
  • Worked closely with season ticket holders and advanced healthy customer relations
  • Establish and maintain positive customer relationships, internally and externally.
  • Maintain quality customer relations whilst accounting for customer interactions.
  • Managed the customer relationship between support teams and management.
  • Maintain current customer relationship and development, servicing accounts.
  • Facilitate communication between various departments to improve customer relations.
  • Managed and resolved numerous customer relations issues.
  • Managed and built lasting customer relationships.
  • Provided customer relations correspondence and compensation.
  • Managed customer relations, ensuring matters concerning their shopping experiences were responded to in a speedy and efficient way.
  • Manage, coach and support management team and sales team on developing, managing and growing profitable customer relationships.
  • Key to maintaining and growing customer relationships through excellent service, feedback response, follow though and innovation.
  • Recruited, hired and trained customer relations specialists to offer outstanding client services to gym members.
  • Support Client Account Management Team to ensure Positive Customer Relations between Client and Anthem.
  • Handle diverse customer relations function consisting of consumer calls of an emotional nature.

Show More

23. Project Management

average Demand
Here's how Project Management is used in Customer Service/Operations Manager jobs:
  • Provide operational coordination and project management support to senior management team and numerous directors.
  • Performed project management functions associated with provisioning switched network services.
  • Participated in testing and overall project management.
  • Key player in integration of UPS routing software for routing & dispatch operations, working with project management and operations directors.
  • Managed all customer service processes, including day to day activities, long term strategic planning, and project management.
  • Delegated and supported project management initiatives across multiple states, countries, distribution centers, and business units.
  • Project Management Lead for our business unit, which was in excess of 1200 FTE.
  • Founded and chaired the PROJECT MANAGEMENT/CONTROL COMMITTEE directing all Point-of-Purchase/Display projects within the company
  • Project management of all large projects out of my call center.
  • Position or align components for assembly, project management of production.
  • Increased revenue by designing/implementing telemarketing campaigns Negotiated/organized all nationwide company-sponsored project management seminars
  • Utilized core Six Sigma principles and project management skills to successfully onboard the site as a new business in the area.
  • Project Management: involving efficiencies and gains in productivity, changes in the customer experience through web and IVR.
  • Project Management Office), Large Market Sales, Product Development, Law, Public Affairs & Compliance.
  • Project Management Responsibilities: Managed Client Relationship between Cingular (client) and eTelecare (vendor).

Show More

24. Inventory Management

average Demand
Here's how Inventory Management is used in Customer Service/Operations Manager jobs:
  • Developed strategic plans for revamping operations, merchandising, and inventory management to increase revenue and margin.
  • Developed and coordinated Preferred Supplier relationships including inventory management, sourcing, and pricing negotiations.
  • Supervised inventory management and allocation for Wholesale and Direct consumers.
  • Assisted in inventory management and occasionally supervised warehouse operations.
  • Developed, implemented and monitored inventory management processes.
  • Improved supply purchasing through improved inventory management.
  • Inventory management including stock and reorder.
  • Ensured effective fleet and inventory management
  • Trained new hires in dealership service core processes, parts inventory management, and business management improvement strategies.
  • Minimized stock on hand through proper inventory management principles and best practices.
  • Assist management with HR, accounting, inventory management and sales.

Show More

25. Order Entry

average Demand
Here's how Order Entry is used in Customer Service/Operations Manager jobs:
  • Managed communication to third party warehouse including allocation instructions, order entry and shipping priority.
  • Directed order entry and pick ticket processing, claims handling, return services, product inquiries, reception, and records.
  • Streamlined personalized order entry system to reduce the hours needed to process the orders by 80% (1.25 FTE).
  • Accessed the needs to the call center staff to tailor the systems to facilitate customer service and order entry
  • Learned full order entry to cash process flow for all products I supported in this time frame.
  • Created performance metrics for the Inside Sales, Order Entry, Technical Support and Customer Service.
  • Automated the order entry system, which reduced order entry time by 95%.
  • Supervised all aspects of order entry, order processing, billing and export documentation.
  • Perform order entry, accounts payable, accounts receivable, receiving and invoicing.
  • Assist outsides sales rep with order entry and editing orders as needed.
  • Order Entry - Inputted all purchase orders into the ERP system.
  • Set up and train retail customers on retail order entry program.
  • Manage customer service and support order entry for special event team.
  • Order entry, inventory control, sales and accounting.
  • Managed all Order Entry and Customer Service operations.
  • Order entry into backend of company website via Woo Commerce WordPress admin and minor web design.
  • Order Entry/Data Entry/System updates/Commission Financial Reports/Invoices/Letters/Memos File management/filing Managed telephone lines/contacted customers for payment info.

Show More

26. Customer Orders

average Demand
Here's how Customer Orders is used in Customer Service/Operations Manager jobs:
  • Prepare customer orders by providing quality operation services in a fast pace environment.
  • Integrated numerous improvements to website development and grew in-store customer orders submitted via the web by 125% in six months.
  • Managed Customer Service Reps to ensure customer orders were completed at the appropriate date and the customer's expectations were met.
  • Worked directly with drivers to confirm and assist, to complete customer orders and assure quality Service
  • Coordinate with other locations to synchronize merchandise transfer, filling customer orders in timely manner.
  • Coordinated with back office and warehouse to ensure customer orders were shipped within given windows.
  • Led team of 30 employees to process more than 1M customer orders annually.
  • Packed respective wholesale customer orders and delivered to them in a timely matter.
  • Acted as main point of contact for SoBe Midwest region for customer orders/shipments.
  • Received, processed and delivered or shipped all customer orders.
  • Answered sales calls, processed customer orders and returns.
  • Managed and monitored web site for customer orders, errors and changes.
  • Track production scheduling of customer orders and recommend modifications of orders to secure "ASAP" production dates for customer orders.

Show More

27. Customer Base

average Demand
Here's how Customer Base is used in Customer Service/Operations Manager jobs:
  • Cultivated business prospects through the development of new customer relationships, retention and expansion of existing customer base.
  • Improved customer base by cross-selling company products and services for well established branch growth acknowledged by company management.
  • Provide Standard Operating Procedures documentation for operations, all troubleshooting guides for internal support and customer base.
  • Developed and led effort to successfully retain customer base during a time when product availability was limited.
  • Establish operational procedures to ensure the growth of the company as well as grow additional customer base and road sales team.
  • Initiated and led the development of new business; created and implemented internal processes to support this new customer base.
  • Managed inventory and ordering for three fulfillment warehouses, which were utilized to house and ship products to customer base.
  • Ensured all goods met U.S. Customs clearance requirements and adhered to all U.S. Customs regulations for large customer base.
  • Coordinated three departments in providing support to external customer base on complex issues, including bank card support.
  • Handled all aspects of Import Operations, Supply Chain Management and Customer Service for large customer base.
  • Focused on action plans that were put into place to maintain sales and customer base.
  • Maintained key customer base and closed 100% of new major fleet accounts.
  • Established and negotiated all pricing and contracts with a large customer base.
  • Managed and developed plans that invited a more variety customer base.
  • Helped add to customer base using business contacts and research.
  • Monitor and maintain service levels required by our customer base.
  • Expanded customer base to include new major accounts.
  • Added services sold to current customer base.
  • Assisted in extensive customer base expansion.
  • Established Customer Service policies and operating procedures to a support diversecustomer base ranging from OEM, Distribution channels and End-customers.

Show More

28. High Volume

average Demand
Here's how High Volume is used in Customer Service/Operations Manager jobs:
  • Experienced with cash handling in a very high volume, atmosphere.
  • Monitor and manage high volume of calls and data entry.
  • Answered high volume calls, and scheduled multiple team members.
  • Handled a high volume of customer inquiries including complaints.
  • Answer a high volume of calls requesting information.
  • Managed 500 management, non-management and union employees in multiple high volume domestic and international airport environments.

Show More

29. Order Processing

average Demand
Here's how Order Processing is used in Customer Service/Operations Manager jobs:
  • Managed key accounts/vendors and order processing.
  • Managed international purchase order processing.
  • Work with marketing and sales on drip campaigns, website development and web order processing
  • Order Processing, Purchasing, Inventory, Imports and Exports for all LAR operation.
  • Managed order processing, returns and credits, and closely monitored national accounts.
  • Increased web team order processing efficiency 29.7%.
  • Order processing &Post-Sales Support.

Show More

30. Staff Members

low Demand
Here's how Staff Members is used in Customer Service/Operations Manager jobs:
  • Located on-call and in-house medical and hospital staff members utilizing various communication systems.
  • Hired, evaluated and managed approximately 60 customer service and warehouse staff members.
  • Mentored and transitioned existing staff members to other opportunities within the company.
  • Designed and built global imaging solutions physical plant, as well as internal and operating practices for staff members.
  • Trained sales staff members on new and existing product lines, as well as new policy implementation and enforcement.
  • Supervised 27 staff members, fostering positive relationships in order to boost morale and ensure ongoing efficiency.
  • Managed 18 staff members, including personal bankers, tellers, reception and small business specialists.
  • Delivered constructive coaching and guidance timely and on a regular basis with all staff members.
  • Recruited, trained, and managed sales/customer service staff members on new technology and procedures.
  • Developed and implemented product and on-boarding training program for sales and customer service staff members.
  • Created call scripts and logs to measure and increase staff members' productivity.
  • Worked with other staff members to coordinate and operate ski lifts.
  • Supervised two customer service staff members.
  • Supervised staff members and assisted in high-stress de-escalations.
  • Monitor 24 hour per day operations to ensure that staff members comply with administrative policies and procedures.
  • Identify and resolve problems in a timely manner and develop alternative solutions with clients and staff members.

Show More

31. Problem Resolution

low Demand
Here's how Problem Resolution is used in Customer Service/Operations Manager jobs:
  • Provide administrative support such as answering telephones, addressing inquirers and problem resolution.
  • Assisted with customer problem resolution.
  • Create reports for corporate office that provide sales numbers and use company based tracking system for customer service and problem resolution.
  • Handled all aspects of cargo movement pickup, booking, AES clearance for export, tracking and problem resolution.
  • Served as contact for client problem resolution regarding deposits, credit, and other products and services.
  • Promoted an understanding of policies and procedure and encouraged problem resolution through the chain of command.
  • Complete or direct research for customer needs and/or problem resolution.
  • Trained and managed 5 customer service representatives to perform problem resolution for account officers in a timely manner.
  • Coordinate problem resolution with appropriate department while informing the customer of standard procedures for resolution of problem.

Show More

32. Special Projects

low Demand
Here's how Special Projects is used in Customer Service/Operations Manager jobs:
  • Assigned special projects as required and developed department policies.
  • Assisted management with special projects including showroom cleaning.
  • Interact and developed relationships with vendors for special projects and negotiate pricing to offer competitive pricing to the customer.
  • Reported directly to Vice President to co-plan annual expenses, sales budgets, and special projects.
  • Participated in and drove to completion any special projects as assigned by Executives.
  • Worked on special projects and assisted the owners with building the company.
  • Review shipping plans from all printers to wholesalers and plan special projects.
  • Field product related questions; assist store personnel with special projects.
  • Delegate special projects to associates and verify their progress and completion.
  • Managed special projects and process improvement initiatives for long term care.
  • Excel efficient, Data Entry and special projects online operations.
  • Managed special projects and queues as needed by the client.
  • Researched and obtained estimates for special projects and company events.

Show More

33. Customer Accounts

low Demand
Here's how Customer Accounts is used in Customer Service/Operations Manager jobs:
  • Managed transition from individual customer accounts into the Pepsi Bottler network.
  • Developed and maintained customer accounts from conception through completion.
  • Developed reports and maintained pricing on weekly customer accounts
  • Manage customer accounts: ensure communication, follow through, satisfaction and exceed expectations on inbound and outbound international shipments.
  • Audited branch documents and transactions including loans, teller drawers, safe deposit files, and customer accounts.
  • Oversee the daily needs of the top two customer accounts, to ensure timely order processing and delivery.
  • Communicated and worked closely with Sales on top customer accounts.
  • Manage customer accounts, including billing and new accounts.
  • Managed customer accounts such as Lehman Brothers and DuPont.
  • Activate new customer accounts after credit has been approved.
  • Used Outlook to set up new customer accounts.
  • Provided fraud prevention and assistance with customer accounts.
  • Scheduled, and set up new customer accounts.
  • Maintained accurate customer accounts by identifying and resolving all billing problems in a timely manner that reflected excellence in customer service.

Show More

34. Customer Care

low Demand
Here's how Customer Care is used in Customer Service/Operations Manager jobs:
  • Provided outstanding level of customer care, following up with customers to ensure satisfaction with service and encourage repeat business.
  • Collaborated with Front End technical Lead to create Customer Care ticketing tool and streamline the overall Customer Service process.
  • Established higher call center standards by redesigning employee performance score cards to capture essential qualities of high-level customer care.
  • Key focus on customer care, negotiating and implementing goals set forth by business management and audit compliance.
  • Served as an active participant on the customer care, sales and service team.
  • Administered to customer needs including phone calls and emails related to customer care.
  • Directed more than 75 front-line managers and customer care associates.
  • Managed a team of 24 Customer Care Specialists and dispatchers.
  • Review Inactive pricing request submitted by customer care/retail channel by approving or denying the request based on company guidelines.

Show More

35. CRM

low Demand
Here's how CRM is used in Customer Service/Operations Manager jobs:
  • Created a bridge CRM application for the service and support teams to use during the implementation of a new CRM system.
  • Evaluated selected and built Customer Relation Management (CRM) platform, reducing Average Handle Time by 30 seconds.
  • Initiated Customer Relationship Management (CRM) project in an effort to increase customer loyalty and satisfaction.
  • Researched and implemented Pro Shop, Manager, and Artworks CRM and operating systems.
  • Led software development of Microsoft Dynamics CRM system, and implementation for Sales team.
  • Monitored the assigned sales organization s compliance with required standards for maintaining CRM data.
  • Maintain daily, weekly and monthly service statistics utilizing CRM software tool.
  • Headed training and development of all personnel on Customer Service Techniques, CRM and ERP (Oracle).
  • Established and enforced suite of CRM procedures in startup environment.

Show More

36. Product Knowledge

low Demand
Here's how Product Knowledge is used in Customer Service/Operations Manager jobs:
  • Provided customer resolutions and compensations regarding deliveries, warranties and product knowledge.
  • Provided excellent customer service and extensive product knowledge of each department.
  • Provided scheduling, training for associates to ensure proper peak time coverage and product knowledge, for quality customer service.
  • Initiated PK program for franchisee's - increased sales by 12% due to increased product knowledge in store.
  • Trained associates to provide product knowledge, technical and customer service skills as well as business literacy.
  • Trained teammates on product knowledge and information to ensure a competent knowledgeable team.
  • Provide product knowledge and customer services while on the sales floor and telephone.
  • Updated Product Knowledge Guide with Sale Associates to increase sales.
  • Requested to oversee merchandising based on expertise and product knowledge.
  • Order entry and product knowledge.
  • Provided ongoing development of product knowledge, system knowledge and soft skills for CSRs.

Show More

37. Retail Store

low Demand
Here's how Retail Store is used in Customer Service/Operations Manager jobs:
  • Reduced operating costs in all companies and instituted inventory control in retail store operation.
  • Serve as Customer Care Lead for Retail store to lead team of 7 employees in daily Retail Store operations.
  • Secured permanent end caps in retail stores, growing sales $10M in first year.
  • Create and conduct field training for Sear's Retail Stores that handle International orders.
  • Performed all operational, inventory and customer service functions at this retail store.
  • Conceived and implemented strategy and direction for product development to achieve optimal product assortments for both showroom/retail store and e-commerce business.

Show More

38. External Customers

low Demand
Here's how External Customers is used in Customer Service/Operations Manager jobs:
  • Provide superb customer service to external customers and internal associates.
  • Administered all inquiries with internal and external customers.
  • Enter customer orders and communicate with internal and external customers of any problems or changes needed.
  • Provide friendly service to, and maintains positive relationships with all internal and external Customers.
  • Assisted external customers with routine requests, questions and concerns through research and resolution.
  • Called on external customers and businesses on a regular basis.
  • Act as a resource for internal and external customers.

Show More

39. Customer Retention

low Demand
Here's how Customer Retention is used in Customer Service/Operations Manager jobs:
  • Assisted and supported sales team providing superior customer service improving and ensuring customer retention.
  • Designed and implemented programs focused on increasing customer retention and improving relationship marketing.
  • Developed sales programs, contract implementation procedures and customer retention modules/training.
  • Provided quality assurance and customer retention.
  • Played a key role in increasing customer retention and satisfaction by providing excellent customer service, time management, and professionalism.
  • Support computer and mobile department and other team members in accomplishing sales and customer retention goals established by department and store.
  • Played key role in developing Retention Sales Program that included customer retention tracking system and employee incentives.
  • Represented Hawaii at True Spirit Awards due to productivity ideas and customer retention honors.
  • Scrub internal and external customer lists and manage all outbound customer retention campaigns.
  • Exceeded performance goals for Michigan-based customer retention (1998 & 1999).
  • Promote Affinities Provide customers with information and concerns Customer Retention Direct Response

Show More

40. Action Plans

low Demand
Here's how Action Plans is used in Customer Service/Operations Manager jobs:
  • Initiated and monitored corrective action plans to address inefficient operations and resolved operational and administrative challenges accordingly.
  • Developed and implemented action plans that ensured center met budgeted controllable operating cost ratios.
  • Analyze day to day business operations and develop continuing improvement action plans.
  • Determine system improvements and prioritize action plans.
  • Resolved customer service issues, created and implemented action plans to improve delivery operations for the Colorado Springs area.
  • Identified barriers and aligned action plans with quality service standards increasing customer satisfaction index to 96%.
  • Analyzed dunning reports daily and implemented action plans for suspension, cancellation and reactivation of services.
  • Present reports directly to our customers and provide written action plans for ongoing performance improvement.
  • Assisted in development of department action plans to support the company's strategic business plan.
  • Developed and executed action plans to address any areas that are below goal.
  • Execute action plans to improve employee job performance.

Show More

41. Quickbooks

low Demand
Here's how Quickbooks is used in Customer Service/Operations Manager jobs:
  • Processed customer purchase orders, credit memos, invoicing, payments, & collections via QuickBooks.
  • Prepared customer invoices for all ship outs, purchases and returns using QuickBooks.
  • Provided bi-weekly, monthly, and quarterly accounting reports using Excel and QuickBooks.
  • Create daily, weekly, and monthly invoices in QuickBooks and Excel.
  • Enter invoices received and contractor payroll processing (QuickBooks).
  • Maintain and update vendor and customer information in QuickBooks.
  • Full charge bookkeeping duties using QuickBooks.
  • Updated inventory count in QuickBooks.
  • Maintain all transactions in QuickBooks.
  • Used QuickBooks POS to track sales.
  • Manage company financial information via QuickBooks, maintain computer and physical filing systems.
  • Processed Invoices, Payments, Billing, Payroll, Deposits, and Tax items through Quickbooks.
  • Tracked all receivables and payables by utilizing QuickBooks software.
  • Generated invoices and provided bill payment via Quickbooks Pro.
  • Controlled inventory with Quickbooks Premier Retail Edition 2008.
  • Processed monthly invoices using Quickbooks.
  • Handled accounts Recievables and Account Payable through Quickbooks.

Show More

42. Credit Card Transactions

low Demand
Here's how Credit Card Transactions is used in Customer Service/Operations Manager jobs:
  • Processed financial adjustments to customer credit card accounts and created credit card transactions with interchange manually when necessary.
  • Effectuated accurate credit card transactions.
  • Copy, batch and process cash receipts and credit card transactions on a daily basis.
  • Processed credit card transactions and applied cash payments.
  • Supervised Office Staff performing tasks related to sales, deliveries, and customer services for cash and credit card transactions.
  • Operated a cash register for cash, check and credit card transactions with accuracy.

Show More

43. Osha

low Demand
Here's how Osha is used in Customer Service/Operations Manager jobs:
  • Prepared PowerPoint presentation for client to remain in compliance with OSHA and FDA (Food Drug Administration).
  • Conducted monthly safety meeting to ensure service center maintains and improves upon its OSHA star site certification.
  • Managed the safety programs for the facility as required through our OSHA and internal safety programs.
  • Developed and implemented plans for DOT compliance and OSHA standards within the branch.
  • Completed OSHA ten hour training course in General Industry Safety and Health.
  • Operate heavy equipment in accordance with Home Depot and OSHA standards.
  • Ensured the center was in compliance with all OSHA requirements.
  • Acted as the HIPAA and OSHA compliance administrator.
  • Completed annual OSHA audits and training.

Show More

44. Sales Representatives

low Demand
Here's how Sales Representatives is used in Customer Service/Operations Manager jobs:
  • Established excellent professional relationships with sales representatives and vendors, which allowed for better sales and deals and priority ordering placement.
  • Provided customer solution based assistance to sales representatives, pharmacists, and wholesalers
  • Directed daily correspondence with our sales representatives.
  • Communicated with sales representatives and customers.
  • Implemented sales driven contests that challenged the sales representatives in not only meeting their sales goals, but surpassing them.
  • Worked on a daily basis in conjunction with external sales representatives to ensure accounts and sales orders were executed accurately.
  • Trained, developed, and mentored inside, outside sales representatives, and distributors.
  • Managed and serviced over 500 customer files and over 20 sales representatives.
  • Assisted sales representatives in closing sales and breaking sales records.
  • Worked on commissions for sales representatives.
  • Developed reporting to target sales representatives and customers that most frequently submitted invalid medical orders.
  • Lead product training sessions for customer service team and sales representatives Coordinated the logistics and set up for trade shows.
  • Build company brand by collaborating with employees, sales representatives, customers and the community/end users.

Show More

45. Account Management

low Demand
Here's how Account Management is used in Customer Service/Operations Manager jobs:
  • Integrated services offerings for support, training and account management into comprehensive service/support suite.
  • Provided account information and promoted web-based account management.
  • Account Management & Customer Service: Manage relations with vendors and customers, resolving escalated issues when needed.
  • Addressed inquiries and account management for over 1,200 patients.
  • Led wide range of activities, including new customer on-boarding, account management, sales operations, and production demand planning.
  • Managed a combined staff of eighty including multiple management levels, supply chain analysts, training team and strategic account management.

Show More

46. Bank Deposits

low Demand
Here's how Bank Deposits is used in Customer Service/Operations Manager jobs:
  • Follow established procedures for processing payments, Prepare bank deposits.
  • Trained in processing bank deposits and monthly reports.
  • Prepared bank deposits, processed monthly invoicing, and performed other light accounting tasks.
  • Managed several business units while coordinating operations such as payroll, bank deposits, marketing and sponsored telemarketing events.
  • Managed all communication with associates and provided regular feedback on performance and administered all cash transactions and bank deposits.
  • Achieved established goals by accurately preparing bank deposits, controlling inventory, and maintaining equipment and technology.

Show More

47. Front Desk

low Demand
Here's how Front Desk is used in Customer Service/Operations Manager jobs:
  • Organize all departments including front desk operations, design and delivery to ensure maximum efficiency.
  • Supervised the front desk and ensured all daily sales goals where accomplished.
  • Manage front desk operations that includes issuing keys, answering questions in regards to points of interest and services
  • Front desk , kids club , and janitor
  • Unified Housekeeping, Engineering and Front Desk to maximize productivity, identify problem areas and assisted in implementing solutions.
  • Managed and facilitated various aspects of hotel operations such as general orientation, front desk management, and housekeeping.

Show More

48. Day-To-Day Operations

low Demand
Here's how Day-To-Day Operations is used in Customer Service/Operations Manager jobs:
  • Provided prompt and efficient support while coordinating and maintaining day-to-day operations and game day activities.
  • Scheduled staff coverage and run day-to-day operations.
  • Managed day-to-day operations of commercial services department.
  • Oversee day-to-day operations and order fulfillment.
  • Managed all aspects of day-to-day operations
  • Managed day-to-day operations of two Call Centers in California and Tennessee with over 30 staff in both locations.
  • Manage and perform high priority day-to-day operations such as drop ship escalation, product escalation and returns processing.
  • Managed day-to-day operations of a company of 250 employees at two separate sites.
  • Assist trade brokers and members with day-to-day operations related tasks.
  • Brief summary of position: Oversee day-to-day operations of Ecommerce Service Center.

Show More

49. Customer Calls

low Demand
Here's how Customer Calls is used in Customer Service/Operations Manager jobs:
  • Resolved all escalated customer calls referred from departmental staff, using advanced call management and problem resolution skills.
  • Answered telephone inquiries and returned customer calls with availability/pricing information.
  • Encouraged outside sales reps, participated in customer calls and encouraged relationship development, as well as, sales growth.
  • Load planning, dispatching, track and trace loads, take customer calls for rate and availability.
  • Answered a constant flow of customer calls with up to 12 calls in queue per minute.
  • Receive inbound sales calls, customer calls and data entry.
  • Answered all customer calls transferring them to the department needed.
  • Take customer calls and write repair order for the technicians.
  • Receive customer calls related to problems and/or account updates.
  • Serve as escalation point for customer calls.
  • Multi-tasked between dispatching, file maintenance, call routing and handling customer calls.

Show More

50. Fedex

low Demand
Here's how Fedex is used in Customer Service/Operations Manager jobs:
  • Awarded FedEx Star/Superstar Award for greatly exceeding performance expectations.
  • Compose written communications from FedEx Senior Vice President to hourly employee's and senior management in the entire region.
  • Shipped items to Nationwide managed shipping accounts with FEDEX and UPS Provided merchants advertising and technical back up.
  • Schedule and receive shipments with Mail couriers such as DHL, FedEx, UPS and postal services.
  • Formulated policies defining core functions of the daily operation of a FedEx facility.
  • Led activities related to small package transportation including UPS and FedEx.
  • Scheduled outgoing freight using UPS and FedEx.
  • Worked with the FedEx Premier Customer Service team to have packages re -directed back to the Distribution Center as needed.
  • Cross trained in the case channel completing offline investigations on lost packages with UPS, FedEx, and USPS.
  • Develop and maintain strong carrier relationships (CRST Expedited, FedEx, and Landstar.
  • Received Customer Service Manager of the Year Award for FedEx - Los Angeles County; amongst 15 FedEx Stations.

Show More

20 Most Common Skill for a Customer Service/Operations Manager

Customer Service50.5%
Ensure Compliance6.2%
ISO6.1%
Daily Operations3.1%
Human Resources3%
Data Entry3%
Technical Support3%
Logistics2.9%

Typical Skill-Sets Required For A Customer Service/Operations Manager

RankSkillPercentage of ResumesPercentage
1
1
Customer Service
Customer Service
39.7%
39.7%
2
2
Ensure Compliance
Ensure Compliance
4.8%
4.8%
3
3
ISO
ISO
4.8%
4.8%
4
4
Daily Operations
Daily Operations
2.4%
2.4%
5
5
Human Resources
Human Resources
2.4%
2.4%
6
6
Data Entry
Data Entry
2.3%
2.3%
7
7
Technical Support
Technical Support
2.3%
2.3%
8
8
Logistics
Logistics
2.3%
2.3%
9
9
Key Performance Indicators
Key Performance Indicators
1.8%
1.8%
10
10
Phone Calls
Phone Calls
1.8%
1.8%
11
11
Inventory Control
Inventory Control
1.8%
1.8%
12
12
Customer Service Department
Customer Service Department
1.6%
1.6%
13
13
Performance Reviews
Performance Reviews
1.5%
1.5%
14
14
Process Improvement
Process Improvement
1.5%
1.5%
15
15
New Accounts
New Accounts
1.5%
1.5%
16
16
Customer Complaints
Customer Complaints
1.4%
1.4%
17
17
Company Policies
Company Policies
1.3%
1.3%
18
18
Sales Goals
Sales Goals
1.2%
1.2%
19
19
Internet
Internet
1.2%
1.2%
20
20
Direct Reports
Direct Reports
1.1%
1.1%
21
21
Service Levels
Service Levels
1%
1%
22
22
Customer Relations
Customer Relations
1%
1%
23
23
Project Management
Project Management
1%
1%
24
24
Inventory Management
Inventory Management
1%
1%
25
25
Order Entry
Order Entry
0.9%
0.9%
26
26
Customer Orders
Customer Orders
0.8%
0.8%
27
27
Customer Base
Customer Base
0.8%
0.8%
28
28
High Volume
High Volume
0.8%
0.8%
29
29
Order Processing
Order Processing
0.8%
0.8%
30
30
Staff Members
Staff Members
0.8%
0.8%
31
31
Problem Resolution
Problem Resolution
0.7%
0.7%
32
32
Special Projects
Special Projects
0.7%
0.7%
33
33
Customer Accounts
Customer Accounts
0.7%
0.7%
34
34
Customer Care
Customer Care
0.7%
0.7%
35
35
CRM
CRM
0.7%
0.7%
36
36
Product Knowledge
Product Knowledge
0.7%
0.7%
37
37
Retail Store
Retail Store
0.7%
0.7%
38
38
External Customers
External Customers
0.7%
0.7%
39
39
Customer Retention
Customer Retention
0.6%
0.6%
40
40
Action Plans
Action Plans
0.6%
0.6%
41
41
Quickbooks
Quickbooks
0.6%
0.6%
42
42
Credit Card Transactions
Credit Card Transactions
0.6%
0.6%
43
43
Osha
Osha
0.6%
0.6%
44
44
Sales Representatives
Sales Representatives
0.6%
0.6%
45
45
Account Management
Account Management
0.6%
0.6%
46
46
Bank Deposits
Bank Deposits
0.6%
0.6%
47
47
Front Desk
Front Desk
0.5%
0.5%
48
48
Day-To-Day Operations
Day-To-Day Operations
0.5%
0.5%
49
49
Customer Calls
Customer Calls
0.5%
0.5%
50
50
Fedex
Fedex
0.5%
0.5%

78,784 Customer Service/Operations Manager Jobs

Where do you want to work?