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The Customer Service Manager is responsible for ensuring customer satisfaction and loyalty, and contributes to achieving customer service rate targets within the Supply Chain process.
This function is found in large organizations, notably in the service (telephony, audiovisual), IT (software publisher and manufacturer) and distribution (particularly mail order, e-commerce) sectors.
It covers the management of the flow of information from order taking (or even the request for quotation) to the management of disputes, including the monitoring of the life of the order and delivery to the customer.
The position may include the management of after-sales service and a financial dimension with the recovery of unpaid invoices.
Particularly in the e-commerce sector, the scope may extend to call center activity.
The particularity of this position is that it acts as anessential interface between the Sales, Logistics/Supply Chain, Finance and Accountingfunctions, logistics and transport service providers, and the end customer.
The Customer Service Manager is responsible for his/her budget and, if he/she is in charge of a sales activity, for sales and margins.
The Customer Service Manager supervises teams made up of Sales/Customer Service Managers, Sales Assistants and Call Center Agents.
He manages his activity through "Sales/Customer Service Manager", "Group Manager", "Team Manager", "Supervisor" relays organized by zone, product or customer.
With a view to optimizing resources, the Customer Service Manager works toincrease customer satisfaction by making information more reliable, reducing order processing times and response times to customer requests, and challenging internal functions and service providers to meet customer commitments.
To achieve this, he/she structures and organizes teams, trains them, and coordinates them via relays, with a view to creating a "customer-oriented" spirit.
He/she defines, implements and coordinates processes within the department and with related functions.
He/she selects and oversees the implementation of IT systems such as CRM (Customer Relationship Management) or CTI (Couplage Téléphonie Informatique).
The Customer Service Manager is in charge of setting up and monitoring indicators on service quality and team productivity (notably via the IT systems in question).
Sales objectives may be assigned, notably in contract renewals or additional sales to existing customers.

The Customer Service Manager may also play a role in managing service providers who outsource part of their activity (after-sales service, back office), and act as Project Manager in a BPO process.
The function is increasingly valued within organizations.
Measuring customer service levels, integrating sales/customer service into an integrated supply chain, and developing the notion of customer loyalty have enabled the function to emphasize its role as a privileged point of contact with the customer, and as a strong internal/external cog in the wheel.
In addition to this privileged position, the financial orientation that may be given to it, particularly in terms of sales performance or the achievement of commercial objectives, tends to highlight the position within the organization.