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Customer service senior manager skills for your resume and career

Updated January 8, 2025

6 min read

Below we've compiled a list of the most critical customer service senior manager skills. We ranked the top skills for customer service senior managers based on the percentage of resumes they appeared on. For example, 11.6% of customer service senior manager resumes contained crm as a skill. Continue reading to find out what skills a customer service senior manager needs to be successful in the workplace.

15 customer service senior manager skills for your resume and career

1. CRM

CRM stands for Customer relationship management and it is a complete process through which a business or organization monitors and administers its interactions with the customers. A process in which large amounts of data are collected through marketing via a company's website, polls, surveys, and other social media applications. The basic goal of CRM is to target the right audience for their product, and then fulfill their needs, to increase the sales and revenue of the company.

Here's how customer service senior managers use crm:

Implemented SAP ERP/and CRM operating system on-time and under budget while maintaining a high level of customer satisfaction.
Led Asia SAP Project(SD/MM) and participated Global CRM Project

2. Project Management

Here's how customer service senior managers use project management:

Participate in project management meetings including scheduling, internal kick-off, customer kick-off, and maintenance transitions.
Perform continuous customer care improvement, project management, staffing and recruitment, Plan, Do, Check, Act Cycle.

3. KPIs

Here's how customer service senior managers use kpis:

Developed KPIs and regularly reported performance metrics to senior management.
Developed and implemented Supply Chain key performance indicators (KPIs).

4. Business Development

Business development is the ideas or initiatives that work to make business work better. Selling, advertising, product development, supply chain management, and vendor management are only a few of the divisions involved with it. There is still a lot of networking, negotiating, forming alliances, and trying to save money. The goals set for business development guide and coordinate with all of these various operations and sectors.

Here's how customer service senior managers use business development:

Directed the gathering, review and analysis of divisional information critical to business development and implementation.
Developed and guided new business development programs.

5. Continuous Improvement

Continuous improvement is an ongoing process of improvement of products, services, and processes with the help of innovative ideas. It is an organized approach that helps an organization to find its weaknesses and improve them.

Here's how customer service senior managers use continuous improvement:

Contributed to continuous improvement efforts by identifying and executing innovative solutions, tracking trends and surfacing systemic issues as they occurred.
Constructed a culture of excellence and prioritized customer satisfaction in order to include measurement and continuous improvement.

6. Process Improvement

Here's how customer service senior managers use process improvement:

Managed cross-cultural customer escalation process, leveraging data to drive product and process improvements while maintaining high level of customer satisfaction.
Propelled customer service level performance through the introduction of efficiency-enhancing structural and process improvements and intensified staff training.

7. SR

Here's how customer service senior managers use sr:

Negotiate teams and individual Sr. Account Executive objectives based on account and market analysis, qualified business conditions and application opportunities.
Documented gaps/issues and assisted in logging Support Requests (SR's) with Oracle and implementing solutions.

8. 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 senior managers use logistics:

Managed all International Logistics and Export Compliance activities in relocation of manufacturing facility from U.S. to Vietnam and Malaysia.
Manage Service Account Managers responsible for AT&T and T-Mobile reverse logistics, repair, services, and quality concerns.

9. 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 senior managers use customer care:

Managed various Operational Customer Care Teams ranging from 15 Representatives in 1995 to over 200 Direct and Indirect Reports in 2000.
Served as Operational Customer Care Manager for all Operations-based functions within Business, Product, and Customer Support Systems and Environments.

10. Customer Feedback

Customer feedback is the information, insight provided by a customer orally, in writing, or online form about their experiences with a company's product or services. Customer feedback is aimed to convey certain facts that the customers face when using the manufacturer's products, and in turn help the product, customer, and marketing teams understand where there is room for improvement. It may be positive, negative, or neutral, but it is very important for the growth of a business.

Here's how customer service senior managers use customer feedback:

Introduced improvements in business strategies based on customer feedback.
Define best practices to improve the customer experience based on customer feedback from scorecards, surveys, and competitive analysis.

11. Employee Engagement

Here's how customer service senior managers use employee engagement:

Implemented and managed all survey work; customer & food satisfaction, employee engagement and product concepts.

12. Customer Satisfaction

Here's how customer service senior managers use customer satisfaction:

Interfaced and communicated with hospital facilities to ensure customer satisfaction by addressing concerns, establishing perception and ensuring associated follow-up.
Delegated and instructed new tellers on operations, transactions, currency exchange rate and effective customer satisfaction techniques.

13. Performance Management

Here's how customer service senior managers use performance management:

Reduced department turnover through performance management, employee development and focusing on task assignment targeted towards employee strengths.
Developed associates through coaching, mentoring, performance management, talent management and succession planning.

14. Customer Orders

Here's how customer service senior managers use customer orders:

Tracked delinquent customer orders and researched network capacity issues.
Implemented innovative and standardized processes which reduced associate errors on customer orders from 50 per month to less than 35.

15. Customer Support

Here's how customer service senior managers use customer support:

Performed direct customer support, which included cultivating and building relationships to ensure clients were given the proper care and attention.
Managed a team of two customer support specialists focused on handling troubleshooting, order and delivery questions, and returns.

What skills help Customer Service Senior Managers find jobs?

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

List of customer service senior manager skills to add to your resume

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

CRM
Project Management
KPIs
Business Development
Continuous Improvement
Process Improvement
SR
Logistics
Customer Care
Customer Feedback
Employee Engagement
Customer Satisfaction
Performance Management
Customer Orders
Customer Support
Direct Reports

Strategic Direction
Service Organization
ISO
Sigma
Order Entry
Account Management
Performance Reviews
Order Management
ERP
Business Objectives
Call Center Management
Customer Complaints
Customer Operations
Customer Expectations
Customer Issues
SLA

Performance Metrics
Force Management
Customer Inquiries
Customer Accounts
Customer Retention
QA
Customer Interaction
Ongoing Management
EDI
Cost Savings
Customer Relations
IVR
Disciplinary Actions
Inbound Calls
RMA
Performance Evaluations

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.

Updated January 8, 2025

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