Customer Service Manager Resume Examples & Guide for 2023

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Customer Service Manager Resume

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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.

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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

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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!

Work Experience
Customer Service Manager
Bravura Combo
2012-2014
  • 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
Work Experience
Customer Service Manager
Obelus Concepts
2016-2017
  • 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
Work Experience
Sales and Customer Service Manager
Eco Focus
2012-2014
  • 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
Work Experience
Customer Service Manager
Monk
2018-2020
  • 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
Work Experience
Customer Service Manager
Candor Corp
2018-2020
  • 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.
Work Experience
Customer Service Manager
Hintz, Emmerich and Swaniawski
2015-2017
  • 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
Work Experience
Customer Service Manager
Hermiston LLC
2018-2020
  • 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.
Work Experience
Customer Service Manager
Kozey - Bogisich
2018-2020
  • 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.
Work Experience
Group Customer Service Manager
Hermiston LLC
2017-2018
  • 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.
Work Experience
Administration and Customer Service Manager
Bravura Combo
2012-2014
  • 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).
Work Experience
Commercial and Customer Service Manager
Sanguine
2016-2020
  • 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.
Work Experience
Commercial and Customer Service Manager
Cogent Data
2015-2017
  • 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.
Work Experience
Customer Sales Manager (Customer Service Manager)
Erudite
2019-2021
  • 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
Work Experience
Assistant Customer Service Manager
Vortex Solar
2012-2018
  • 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
Work Experience
Distribution & Customer Service Manager
Hessel - Ruecker
2011-2018
  • 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.
Work Experience
Customer Service Manager
Miller - Windler
2017-2020
  • 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.
Work Experience
Customer Service Manager | Support Rep.
Schmeler LLC
2012-2018
  • 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.
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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

Instead of simply mentioning your tasks, share what you have done in your previous positions by using action verbs. For example, instead of saying “Client communication”, go for “Communicated with X number of clients weekly”. Use these power words and make your application shine!

Writing a Strong Skills Section for Your Customer Service Manager Resume

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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
HARD SKILLS

JIRA

Confluence

MS Project

Visio

Quality Companion

Yammer

ARIS

SAP Solution Manager

SOFT SKILLS

Relationship Building

Time Management

Storytelling

Research / Information Gathering

Critical Thinking

Problem Solving

Tech Savvy

Networking

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PRO TIP

Avoid getting sidetracked by Applicant tracking software by including a tech skills' section matching the job description and your own qualifications.

what to write in your resume header
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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.

The Ideal Summary for Your Customer Service Manager Resume

what to write in your resume summary
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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.
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Resume Summary Formula:
Resume Summary Formula: [Adjective] [job title] with [number] years of experience in [industry], a proven ability to [relevant, measurable skills], and a strong background in [relevant context of your work experience] seeks a position as [the job title you’re applying for].
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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.

Things to Include in Your Customer Service Manager Resume Education Section

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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.
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Top Certifications for your Customer Service Manager resume
certification image
Customer Service Mastery: Delight Every Customer

Master Customer Service using this practical customer care course

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Customer Service Training

A Step by Step Guide For Customer Service Professionals and Managers

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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

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Brilliant Customer Service: How to Impress your Customers!

Enhance your customer support and truly differentiate yourself from your competition!

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[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.

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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:

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

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.

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.

day of my life on resume   Enhancv resume section

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.

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