Customer Support Manager (Finance)
Help troubleshoot problems with customer orders, customer accounts and other related issues in a timely manner.
Be responsible for the execution of end-user onboarding, training, and long-term engagement.
Maintain an internal knowledge base of common customer issues and solutions.
Provide regular and ad-hoc reports and analysis of customer support ticket metrics.
Participate in improving support workflows and procedures.
Work to mitigate potential risks to a customer relationship before they become an issue.
Support sales team with finalizing appropriate documentation; quotes, orders, RMAs, etc
Keep up with new product sales launches and make sure the Products in the CRM are up to date
Provide customer service by staying on top of pending orders and customer requests
Other core expectations as defined and requested by your direct supervisor/manager and sales leadership
Setting customer service goals for team members and helping them reach those goals
Create effective customer service procedures, policies, and standards.
Hire and train new customer service agents.