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Manager of customer service department skills for your resume and career

Updated January 8, 2025

6 min read

Quoted experts

Dr. Timothy Edwards,

Jaunelle Celaire

Below we've compiled a list of the most critical manager of customer service department skills. We ranked the top skills for managers of customer service department based on the percentage of resumes they appeared on. For example, 11.1% of manager of customer service department resumes contained merchandise displays as a skill. Continue reading to find out what skills a manager of customer service department needs to be successful in the workplace.

15 manager of customer service department skills for your resume and career

1. Merchandise Displays

Here's how managers of customer service department use merchandise displays:

Organized product/merchandise displays to assist increase sales.
Maintain clean and orderly checkout areas and merchandise displays.

2. 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 managers of customer service department use payroll:

Processed accounts receivables and employee payroll coordination.
Ensured Labor Management System was maintained and current on a daily basis and responsible for Sarbanes-Oxley payroll compliance.

3. Customer Complaints

Here's how managers of customer service department use customer complaints:

Recognized for increasing customer focused scores by building better customer relationships and reducing customer complaints.
Responded to customer inquiries and resolved escalated customer complaints concerning service and/or product.

4. Sales Floor

The sales floor is the area in a company or a business that is specified for retail activities or is designated as the selling area of the shop. A car showroom can be considered a sales floor, as it has cars in its display which are to be sold. A sales floor is generally crowded with sales assistants who are there to help you out while you can search and check out the products. Generally a sales floor has free access to the public and they can observe, view and get information about the product that is being sold.

Here's how managers of customer service department use sales floor:

Assist with Manager on duty rotations to help with customer concerns and ensuring the driving of sales on the sales floor.
Managed sales floor operations in the Garden Center: Supervised 5-11 associates and cashiers Delegated jobs to keep all associates busy.

5. Loss Prevention

The steps taken by a business to prevent theft is called loss prevention. There are multiple methods for loss prevention for example usage of automated cash handling, secure physical location, product security staff buy-in, and attentive customer service.

Here's how managers of customer service department use loss prevention:

Assisted in loss prevention department, prevented theft by obtaining inventory reports and invoices internally and externally.
Worked daily with Loss Prevention on monthly consignment inventories generating excellent inventory results.

6. Inventory Control

Here's how managers of customer service department use inventory control:

Inventory Control responsibilities including but not limited to merchandising, physical inventory, and shipping and receiving activities.
Monitored and maintained inventory control of merchandise and materials on a daily basis.

7. 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 managers of customer service department use customer service:

Managed the customer service department and directed staff of nine administrative assistants/customer service representatives for a top 100 pest control company.
Handled escalated customer service issues providing innovative problem solving that was cost effective and let to a satisfied customer experience.

8. Front End Operations

Here's how managers of customer service department use front end operations:

Managed front end operations, including maintenance of service contracts, scheduling and performance of more than 30 team members.
Manage front end operations on a daily basis including a smooth customer flow through the front end.

9. HR

HR stands for human resources and is used to describe the set of people who work for a company or an organization. HR responsibilities revolve around updating employee records and carrying out management processes like planning, recruitment, evaluation, and selection processes. HR is a key contributor to any company or organization's growth as they are in charge of hiring the right employees, processing payrolls, conducting disciplinary actions, etc.

Here's how managers of customer service department use hr:

Managed front of store* Scheduled employees* Worked in cash office* Maintained HR responsibilities i.e.
Recorded staff's hours worked weekly and turned them into the Director of HR.

10. Product Knowledge

Product knowledge is the skill of having better information and knowledge about the product you are selling. Product knowledge is essential for the employees of the companies so they can communicate and inform the customers about the product. Having great product knowledge is essential for a better sales pitch and to give the customer a better and complete idea of the product that will influence him to buy the product eventually.

Here's how managers of customer service department use product knowledge:

Consolidated product knowledge classes to cove more ground in less time & meet company objectives.
Coach staff with selling skills, product knowledge, qualifying costumers, and cross-selling.

11. Cash Drawers

Here's how managers of customer service department use cash drawers:

Cash handling experiences, preparing cash drawers for the day and balancing cash drawers at the end of my shifts.
Maintained records of cash on hand and prepared cash drawers for checkout registers.

12. Customer Issues

Here's how managers of customer service department use customer issues:

Developed and implemented training manuals targeted at resolving difficult customer issues.
Resolve customer issues regarding their lease, prepare l reports for customers and upper management team.

13. Customer Inquiries

Here's how managers of customer service department use customer inquiries:

Research and resolve escalated customer inquiries and interact directly with customers as necessary.
Replied to and resolved customer inquiries, disputes, and sales order issues.

14. POS

POS is an abbreviation of "Point of Sale" which is the time and place where a customer completes a transaction. It can either be a physical shop that consists of POS terminals or a virtual shop. A POS system helps simplify the retail functions and track important sales data.

Here's how managers of customer service department use pos:

Processed merchandise information through store computer system, POS register system and complete all required paperwork according to policy.
Processed Medicare, Medicaid, Child Health Plus, HMO, and POS enrollment applications.

15. 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 managers of customer service department use performance reviews:

Provide feedback on month end incentives, daily performance reviews and individual listening scores for direct reports on my team.
Implemented action plan for a more productive method of delivering annual performance reviews for the hourly employees.

What skills help Managers Of Customer Service Department find jobs?

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

What skills stand out on manager of customer service department 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 manager of customer service department skills would you recommend for someone trying to advance their career?

Jaunelle Celaire

Chair, Professor of Voice, University of Alaska Fairbanks

Never stop learning! This may consist of going back to school, earning new certifications in your field of study, attending conferences and seminars, and making sure that your time management is always at its finest level of excellence.

What type of skills will young Managers of customer service department need?

Andrew Gilliam

Customer Experience innovator and change agent,, Informa Tech

Technical degree programs often fail to emphasize the importance of interpersonal skills and business acumen. Technical skills are impressive and essential, but they're meaningless without a business purpose and user acceptance. Mastery of communication, teamwork, and empathy are more useful and broadly applicable than a working knowledge of the OSI model. Regardless of your position, always strive to understand how your work impacts internal and external customers and creates value for shareholders.

What soft skills should all Managers of customer service department possess?

Meaghan McKasy Ph.D.

Assistant Professor of Communication, Utah Valley University

The pandemic has only emphasized the importance of soft skills. Luckily for communication graduates, so many of the key soft skills that employers look for are the foundation of their degree. Employers look for clear verbal and nonverbal communication, collaboration, listening, persuasion, and critical thinking, to name a few. Further, an attentiveness to work ethic, such as independence and time management, for instance, is necessary for anyone to succeed, but especially in an increasingly common work-from-home environment where there are plenty of distractions. Finally, self-awareness and empathy cannot be undervalued in these tumultuous times where employers recognize the importance of mental health and racial awareness.

What hard/technical skills are most important for Managers of customer service department?

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

Do you want to know more?

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

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

Merchandise Displays
Payroll
Customer Complaints
Sales Floor
Loss Prevention
Inventory Control
Customer Service
Front End Operations
HR
Product Knowledge
Cash Drawers
Customer Issues
Customer Inquiries

POS
Performance Reviews
Store Operations
Customer Orders
Kronos
Performance Evaluations
Disciplinary Actions
Stock Shelves
Inventory Management
Order Entry
Bank Deposits
Quality Customer Service
Customer Support

Sales Reports
Direct Reports
PowerPoint
Customer Retention
Customer Problems
Credit Card
CSM
Retail Store
Store Policies
Customer Service Associates
Cash Registers
Sales Associates
Credit Disputes

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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