Summary of Job
The Customer Service Junior Manager will oversee the entire customer service process, ensuring timely and accurate order processing while handling complex customer inquiries and service issues. The main objective of this role is to maintain customer service levels, including fill-rate and OTIF (On-Time In-Full), and to connect with functional teams to deliver the best customer experience. This involves reducing customer complaints and ensuring order fulfillment meets expectations. The role includes leading and mentoring a team of Customer Service Representatives, setting performance goals, and ensuring productivity through effective time management, attendance oversight, and KPI reporting. The junior manager will collaborate with internal departments to ensure smooth order fulfillment, maintain optimal fill rates, address operational inefficiencies, and improve service processes. Additionally, they will be responsible for generating and analyzing performance r...