Customer Service Manager (CSM)

Customer Service Manager (CSM) Location Columbus, OH (East Broad area) :

Job Title: Customer Service Manager

Company: The JANZ Corporation

Overview: The JANZ Corporation, a renowned provider of world-class medical products and services to the U.S. Government and a service-disabled Veteran-owned company, is seeking a dedicated Customer Service Manager. This role is pivotal in maintaining and enhancing our service standards for government clients, including military personnel, their dependents, contractors, and retirees. As part of our commitment to serving Veterans and government members globally, the ideal candidate will bring a blend of exceptional customer service skills, knowledge of government procurement processes, and a passion for supporting those who serve.

Key Responsibilities:

• Lead and manage the customer service team dedicated to government accounts, ensuring high levels of customer satisfaction.
• Develop and implement strategies to improve quality of service, productivity, and overall customer service experience.
• Serve as the primary point of contact for government clients, handling inquiries, resolving issues, and maintaining strong relationships.
• Collaborate with sales and logistics teams to ensure seamless coordination and delivery of medical products and services.
• Stay informed about changes in government procurement processes and regulations, advising the team accordingly.
• Conduct regular training sessions for the customer service team on government-specific requirements and protocols.
• Manage and oversee the resolution of complex or escalated customer service issues.
• Regularly report to senior management on customer service metrics and client feedback.
• Ensure compliance with all company policies and procedures, as well as legal regulations.

Qualifications:

• Bachelor's degree in Business Administration, Public Administration, or related field.
• Minimum of 5 years' experience in customer service, with at least 2 years in a managerial role.
• Experience working with government contracts and understanding of government procurement processes.
• Strong leadership skills and ability to motivate and lead a team.
• Excellent communication and interpersonal skills, with the ability to engage effectively with a diverse range of clients.
• Problem-solving and decision-making abilities, with a customer-focused attitude.
• Proficiency in customer service software, databases, and tools.
• Ability to work under pressure and manage multiple priorities.
• Familiarity with the medical products industry is a plus.

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• 401(k) matching
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Work Location: In person