INDUSTRY STATS
According to the U.S. Bureau of Labor Statistics, Customer Service Manager positions are at a -1% growth rate, which is slower than average. With that said, there are currently 2,923,400 jobs in the market right now. The total number of jobs is expected to decrease by -34,500 to 2,888,900 in the period of 2020-30.
What’s more, the median annual wage for the Customer Service Manager jobs was $35,830 in May 2020. The lowest 10% earned less than $11.59 per hour, and the highest 10% more than $27.80 per hour.
Our conclusion? The Customer Service Manager job market is facing competition due to decreasing demand.
Top customer service manager sections that make the best resume
- Header
- Professional summary
- Experience (with numbers and results)
- Relevant skills
- Education
- Certifications
Writing a strong customer service manager experience section
Customer service manager resume experience section: ultimate checklist
- Use no more than 4-6 bullet points per position;
- List relevant positions and situations that add value to your application;
- Describe situations, tasks, actions, and results (the S-T-A-R method);
- Remember to include numbers in whatever form you like (e.g. the number of projects you’ve finished);
- Begin each bullet point with an action verb.
Check out the examples below when building your experience section. They will help you stand out!
- Managed day to day operations of customer service team supporting customers across weatherization, home heating and cooling, solar PVC, and window replacement business lines.
- Responsible for a team that drove over $200,000.00 worth of installs weekly by securing financing, facilitating logistics, and scheduling installs
- Coached team members on proper customer care and de-escalation
- Planned for and managed proper data transfer and department needs for a large scale SalesForce CRM redesign
- Increased team’s customer response scores by 5%
- Developed customer response reporting which helped department achieve top ranking center
- Balanced 54 associates and task of planning and facilitating Associate, Supervisor, and Executive Calibration
- Supervisory responsibilities for four to six staff; coordinated team efforts to perform commercial strategies and increase sales at 145%
- Provided support to various staff on business development priorities; sound communication with all the employees
- Customer retention by 125% through effective complaint resolution
- Decreased incidents with loads by implementing a program to better stow goods in trailers and an incentive program for the stock associates; Produced summary reports evaluating the effectiveness of the program based on the reduction of incidents
- Built and maintained commercial relationships with customers and suppliers. Responsible for increased sales and load volumes; Served as a key contact with Directors and Presidents of client companies.
- Improved the Warehouses' security and minimized the shoplifting of goods by implementing a surveillance system. Involved in full strategic planning process including briefing the Warehouse manager at staff meetings
- Vendor Management: Centralisation and standardisation of Vendor activities, with cost saving 30% on the service.
- Quality management: KPI improvement by 15%, Escalation Management and Theatre process Optimisation
- Customer Experience: Owned Customer Service customer experience and drove solutions that provided ease of doing business for our customers/partners
- Manage the order placement and logistics activity & ensure compliance with the company purchasing policy and procedures, approval matrix and Supply Chain Management guidelines.
- Manage Letter of Credits, review reports of Orders Booked, Billing and forecasting.
- Ensure effective communication between Sales, Customers, and Suppliers, and speedy resolution of escalations.
- Created incentive program for advisers to generate business account leads that brought in over 400 pre-orders within the first 6 months
- Used Salesforce to gain insight into churn, CLTV and other valuable information to support business growth
- Created customer retention and demand generation campaigns, monitored and reported on results to the managing director
- Created and assisted with social media and email marketing contents
- Order Management in SAP system for 6 regions covered by sales team for 4,000 sku's.
- Directed, influenced, inspired & coached a team of 14 customer service executive, Decision making in the recruitment process of CSE.
- Contracts Management with Shipping lines maintain service level.
- Executed continuous improvement initiatives covering pricing accuracy, rebates accruals, order entry or customer analysis .
- Participated Weekly Meetings with Management & Sales team to present sales progress, order & inventory situation.
- Reduced Customer complains through customer satisfaction and feedbacks forms.
- Reviewed, Redrafted customer service policy, process mapping.
- Performed team performance appraisals & provided feedbacks to HR.
- Proven Success in testing and implementation of SAP SD Module as Key User, simplified sales & documentation process.
- Improved KPI: ON TIME IN FULL(OTIF) from 60% to 80% by effective order management.
- Improved Cash flow by follow up on customer payments & guiding the team to minimize errors on LC documentation.
- As first customer service employee, grew & lead a customer focused team of >25 staff to facilitate 24 hour call centre operations.
- Developed department infrastructure to enable B2C support to 70 different countries in 4 different languages (EN, DE, FR, ES).
- Managed and maintained all CRM and Telephony systems, including Livechat.
- Development of HR Handbook and HR policies and procedures
- Job description development
- Compensation management
- Aligning of company's practices with the UAE labor law
- Development and implementation of CS policies and procedures
- Implementation and customization of Oracle ERP
- Client contracts management and support
- Service supplier contracts management (IT and HR).
- Successful go to Market Strategy: Obtaining new contracts up to the 92% of the private banking and retail, reaching 250% of my goal the first year.
- Awarded the three Public banks bids for Cash in Transit and Treasury services.
- Contract negotiation and write up. Savings archived to direct negotiation with insurance vendors.
- Development department sales and customer service.
- New brand positioning in the country becoming market leader.
- Increase sales by 157% over budget in my first year and 144% in the second year.
- Positioning the company as the market leader achieved.
- Improving customer service management 53% according KPI s.
- Responsible for purchases of supplies service with savings of 15%.
- Responsible in control/risk or Compliance (AML/KYC) functions, proficient use of KYC applications, development department sales and customer service.
- Built a high performing leadership team and a strong Customer Service organisation (~130 people, SG&A 70 MSEK)
- Took the organisation from a service to a sales organisation with high visibility in the organisation.
- Proud over a second place in Kundservice SM
- Manager of the Quarter for 3 consecutive quarters in 2013
- Contributed to the highest team's C-Sat score throughout 2012
- No attrition for 1 year and top team award for 2012
- Head of Distribution USA: Supply, Warehousing and Transportation - Budget $75M/year.
- Head of Customer Services USA: oversight of order-to-cash cycle; 300 accounts.
- Head of Continuous Improvement: CRM; ERP & WMS optimization, Lean.
- Managing inbound /outbound call center team of 20 Agents.
- Managing Customer Service Support & Branch team of 7 Officers.
- Established Kiosk’s Team of 10 Advisors.
- Keep the vision, mission and values of the organization by defining organization’s strategy, structure and long-term planning.
- Accomplished business growth through implementation of business penetration strategies.
- Responsible for leading a team of seven people covering every key role retaining all customer relations.
- Develop technical resources to include software trouble-shooting documents and canned responses (emails).
- Maintain CRM strategies to manage customer outreach.
- Implement order and product creation through image and data preparation.
- Collaborate with all managers to help balance customer retention and satisfaction.
PRO TIP
Check the Customer Service Manager job description for inspiration. Look for similarities between your employer’s values and your experience.
Action verbs for your customer service manager resume
Recommended reads:
Writing a strong skills section for your customer service manager resume
Checklist for your customer service manager skills section:
- Include all relevant skills from the job description to pass ATS;
- Focus on skills that show your expertise;
- List your technical skills in a clear and concise manner;
- Leave room for transferable skills related to teamwork, communication, negotiation, and conflict management.
Top skills for your customer service manager resume
JIRA
Confluence
MS Project
Visio
Quality Companion
Yammer
ARIS
SAP Solution Manager
Relationship Building
Time Management
Storytelling
Research / Information Gathering
Critical Thinking
Problem Solving
Tech Savvy
Networking
PRO TIP
Avoid getting sidetracked by Applicant tracking software by including a tech skills' section matching the job description and your own qualifications.
Recommended reads.
Customer service manager resume header: Tips, red flags, and best practices
Checklist for your customer service manager resume header
- Your name and surname in a legible and larger resume font
- The job title you’re applying for or your current job title as a subheading to your name
- Link to your portfolio or online profile, such as LinkedIn
- Address (City and State for the US; just your city for rest of the world)
- Email address
- Headshot (required or welcomed in the EU; not required and sometimes frowned upon in the US)
Stick to popular email providers such as Gmail or Outlook. And use these professional formats to create your username:
- first.last@gmail.com
- last.first@gmail.com
- firstlast@gmail.com
- f.last@gmail.com
- first.l@gmail.com
Recommended reads.":
PRO TIP
Some companies, states, and countries have policies about identifying information like photos on your Customer Service Manager resume. Be sure to check all the relevant rules before submitting yours. If you’re in doubt, you can always try contacting the company’s HR department to ask for their policy.
The ideal summary for your customer service manager resume
Mastering the summary section: checklist
- Mention the total years of experience you have in the field;
- Focus on 2 to 3 of your top achievements;
- Highlight the things that make you the best fit for the position;
- Go for short, easy-to-read sentences to keep the recruiter’s attention.
Resume summary formula:
PRO TIP
Read the job description carefully and understand what the hiring company is exactly looking for. After that, write your summary accordingly while highlighting your potential and ability to be the best at that job.
Recommended reads:
Things to include in your customer service manager resume education section
Customer service manager resume education section checklist:
- Mention your highest education degree;
- Add the duration of your course and the institution you attended;
- List the awards you’ve received during your studies;
- Feature your certifications if they are relevant to the position;
- Entry-level positions: Share more about projects and classes.
Top certifications for your customer service manager resume
Customer Service Mastery: Delight Every Customer
Master Customer Service using this practical customer care course
Customer Service Training
A Step by Step Guide For Customer Service Professionals and Managers
The Customer: Build a Customer Service Strategy (BITE SIZE)
For you and your team to be successful in providing great customer service, start by putting your customer first
Brilliant Customer Service: How to Impress your Customers!
Enhance your customer support and truly differentiate yourself from your competition!
[2022] Customer Service 2.0: Learn Digital Customer Service
Used by Chase®, Intel®, & more! Learn soft skills, social media customer service, diagnosing user problems, & more.
Recommended reads:
PRO TIP
If you hold a certain major and a minor, your majors should be mentioned first.
Formatting your customer service manager resume
What’s worse than a .docx resume? A resume with a poorly chosen format.
In general, there are three basic resume formats we advise you to stick with:
- Reverse-chronological resume format;
- Functional skills-based resume format;
- Combination (or Hybrid) resume format.
Choosing between them is easy when you’re aware of your applicant profile – it depends on your years of experience, the position you’re applying for, and whether you’re looking for an industry change or not.
The reverse-chronological resume format is just that – all your relevant jobs in reverse-chronological order. It’s great for applicants with lots of experience, no career gaps, and little desire for creativity.
When working with less experienced applicants, we suggest the functional skills-based resume format. It’s great for recent graduates or people with large career gaps. Functional skills-based resumes focus on your personality, the skills you have, your interests, and your education. Ultimately, the idea is to show you’re the perfect fit without putting too much emphasis on your work experience (or lack thereof).
If you’re in the middle or are generally looking to make your resume feel more modern and personal, go for the combination or hybrid resume format. It offers the best of both worlds by combining sections focused on experience and work-related skills and at the same time keeping space for projects, awards, certifications, or even creative sections like ‘my typical day’ and ‘my words to live by’.
Customer Service Manager Resume Formatting Checklist
- Choose the resume format based on your level of experience and the company you’re applying for
- Go for a traditional 10-12p font
- Stick to 1-inch page margins to ensure high readability
- Match the length of your resume to your experience, but don’t go for more than two pages!
To take it a step further, check out how your resume can stand out without leaning too much on the creative side.
Recommended reads:
PRO TIP
If you feel that you don’t have high chances in a particular company, due to lack of relevant experience, then you can still consider using a creative layout. That might help you get noticed and invited for an interview, as most of the other applicants will have boring resume designs.
Additional sections for your customer service manager resume
In some cases, especially when it comes to entry-level positions, adding more sections beyond the usual ‘experience’, ‘skills’, and ‘education’ works well in your favor. Such additional sections will help you paint a fuller picture of who you are in the recruiter’s head.
Here’s a list of fun yet informative additional sections for your resume:
Making your customer service manager resume creative
We know too well that recruiters go through tons of resumes every day. The worse part is, they often need to hire people for different positions and teams. So how do you make yourself stand out in such cases?
By adding a dash of creativity to your Customer Service Manager resume. It can be in the form of a colorful layout, a section describing your typical day, or even a picture of your favorite book – you decide!
Just make sure that the levels of creativity match the industry, company, and position you’re applying for.
What makes a great customer service manager resume? Key takeaways
- Choose a resume layout that sends the right message across and fits your current career situation;
- Create a resume header that shows your desired job title, and easy to find contact numbers;
- Be specific about your experience, accomplishments and future goals in your summary;
- Feature detailed metrics and specific examples that show the impact you made in your previous roles when describing your experience;
- List soft skills backed by examples;
- Add all of your technical skills and certifications that you have and match the job description;
- Show off a dash of personality in your resume that will demonstrate your culture fit and the right mix of hard and soft skills.
