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OCCUPATIONAL STANDARD
(For use in the development of supply chain related job descriptions, performance evaluations,
career development plans, etc.)
Tasks:
Customer Service Managers Plan, organize, direct, manage, and evaluate the customer service
perform some or all of the
activities and budget of an organization
following tasks Develop, implement and / or manage the organizations customer
service policies, procedures, standards, and strategies
Comply with and maintain knowledge of applicable rules,
regulations, standards, and best practices
Ensure all customer service activities support and strengthen the
strategic objectives of the overall organization
Confer with management and staff coordinating customer service
activities
Develop and measure key performance indicators to determine and
*Note the OS addresses alternative position titles including Service Manager, Customer Service
Manager Supply Chain, Customer Relations Manager, etc.
NOC Code# 0621
Page #1
*Note the OS addresses alternative position titles including Service Manager, Customer Service
Manager Supply Chain, Customer Relations Manager, etc.
NOC Code# 0621
Page #2
Work Values
*Note the OS addresses alternative position titles including Service Manager, Customer Service
Manager Supply Chain, Customer Relations Manager, etc.
NOC Code# 0621
Page #3
Page #4
*Note the OS addresses alternative position titles including Service Manager, Customer Service
Manager Supply Chain, Customer Relations Manager, etc.
NOC Code# 0621
Page #5
Decisions are made in line with the customer service strategy of the
organization
Make decisions with market, economic, social, and political
environments taken in to account
Make customer service-based conflict resolution decisions
Make decisions about staffing requirements
Allocate specific work activities to self, employees, and others such
as contractors or subcontractors
Liaison with staff, other management, and customers is needed to coordinate customer service activities.
Finding Information
Working with Others Customer Service Managers are generally self-directed and work as
part of a broader team. They provide encouragement and support to
team members and assist them in achieving their personal work
objectives, the team work objectives, and provide recognition when
objectives have been achieved. They often will consult with relevant
colleagues for their views, concerns and issues related to customer
service challenges.
Continuous Learning Enhanced learning may be acquired as part of regular work activity,
through training offered in-house, through reading or other forms of
self-study, or through off-site training. Ongoing learning occurs
through participation in professional organizations, seminars, formal
courses, conferences and trade shows. Skills may be upgraded by
taking management classes through educational institutions and
training providers.
*Note the OS addresses alternative position titles including Service Manager, Customer Service
Manager Supply Chain, Customer Relations Manager, etc.
NOC Code# 0621
Page #6
Attitudes
Future Trends Affecting Experience with managing and / or interacting with virtual teams (e.g.,
Essential Skills: team members that are offsite / offshore at multiple locations,
*Note the OS addresses alternative position titles including Service Manager, Customer Service
Manager Supply Chain, Customer Relations Manager, etc.
NOC Code# 0621
Page #7
Document Management:
Activity #
1
2
3
4
5
Activity Type*
Document Created
Document Modified
Document Finalized
Replaces
Not Applicable
March 29, 2010
October 29, 2010
Responsible Individual
M. Cheddi (CSA)
M. Cheddi (CSA)
C. Sellar (CSA)
*Activity Types:
Document Created
Document Modified (Minor Corrections & Editorial Changes)
Document Updated (Complete Review)
Document Finalized
Document Retired
*Note the OS addresses alternative position titles including Service Manager, Customer Service
Manager Supply Chain, Customer Relations Manager, etc.
NOC Code# 0621
Page #8