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
How to write a Customer Service Manager resume experience section
Customer Service Manager Resume’s Job Experience Checklist:
- Use 4-6 bullet points per job title;
- Don’t go further than a decade behind when describing your job history, unless you’re applying for an executive position;
- Combine job responsibilities as well as achievements with numbers in results when you describe your past work;
- Start each sentence with a power verb and avoid overused buzzwords;
- Use either C-A-R or S-T-A-R methodology, when describing your experience.
The work experience samples below come from real Customer Service Manager resumes that got people hired at top companies. You can use them as an inspiration to build your own resume:
- 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
- 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.
- 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
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Customer Service Manager Resume Skills’ Tips & Tricks to Impress Recruiters
Resume Skills Section Checklist:
- Ensure your hard skills section (including technologies) are exactly matching the job description.
- Don’t simply list your soft skills. Apply the “show, don’t tell” principle - let your job achievements speak for themselves.
- Find a way to showcase your skills beyond the skills section.
- Your resume’s skill section is important to ATS systems - so don’t skip it.
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.
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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
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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.
Customer Service Manager Resume Summary Best Practices
Checklist: What to include in your Customer Service Manager resume summary:
- Years of experience;
- Highlight top 3 skills and proficiencies;
- One big professional accomplishment you’re most proud of, that you can tie with the aforementioned skills;
- Use short, direct sentences - but no more than three - to keep the HRs interested.
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.
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Listing Your Education, Certifications and Courses
Resume Education Section Checklist:
- Ensure your hard skills section (including technologies) are exactly matching the job description.
- Don’t simply list your soft skills. Apply the “show, don’t tell” principle - let your job achievements speak for themselves.
- Find a way to showcase your skills beyond the skills section.
- Your resume’s skill section is important to ATS systems - so don’t skip it.
Top Certifications for your Customer Service Manager resume
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PRO TIP
If you hold a certain major and a minor, your majors should be mentioned first.
Customer Service Manager Resume: Additional Writing & Formatting Tips
There are three basic resume formats you can choose from:
- Reverse-chronological resume format;
- Functional resume format;
- Hybrid (or Combination) resume format;
The most optimal format for your particular case will depend on your years of experience, as well as whether you’re switching industries or not.
Reverse chronological resumes are best suited for experienced individuals who are sticking to their industry. The experience section takes a central place, and its bullets contain your responsibilities and achievements, coupled with numbers and results.
Functional resumes are used by less experienced jobseekers or career changers. Note that it’s not a format that recruiters prefer, as most are used to the classic chronological alignment. Instead of a list of job titles, functional resumes focus on your skills, and through what experiences you gained them.
Hybrid resumes are great for both experienced and entry-level candidates, as well as career changers. They combine the best of both worlds - most often in a double column format, where one side of the content is focused on your experience, whereas the other - on your skills, strengths, and proudest moments.
Customer Service Manager Resume Summary best practices
Here are more resume tips regarding your layout and style:
- Clear and legible 12p resume font size;
- Use 10’’ resume margins - that’s default for a great resume design;
- Use a one-page template resume length if you’ve got less than 10 years of experience; otherwise, opt for a two-page resume;
- Save your resume as PDF before sending it to the recruiter.
To take it a step further, check out how your resume can stand out without leaning too much on the creative side.
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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.
Other sections to include in your resume
Depending on the type of company (corporation or start-up; innovative or traditional), job seniority level and your location, you may want to include more sections to your Customer Service Manager resume:
Customer Service Manager Resume: How to Make Yours More Creative & Stand Out
When you send your resume to a potential employer, chances are it's the fiftieth one they've seen that day. That's why you need to make your Customer Service Manager resume stand out for the right reasons. That means showing your personality, not just your professional experience. Employers are far more likely to remember a candidate who seems like a genuine person and not a robot. Do this by including your passions (which is also a great place to demonstrate skills on a resume), share your favorite books, or even what your usual day looks like.
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.
