Our client manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. What does that mean? Well, we pump peanut butter into your jar, and the oil in your car. We glue the soles of your shoes, the glass in your windows and the screen on your phone. We spray the finish on your vehicle, coatings on your pills, the paint on your house and texture on your walls. Our client is part of your daily life.

Our client is seeking an Enterprise Customer Service Manager who will oversee all aspects of the Customer Service department. Reporting to the EVP of Operations, this will be responsible for identifying customer requirements, providing quality, on-time processing and handling of customer’s orders, deliveries and inquiries to ensure they're providing top priority support to customers. With a strong focus on digital capabilities and customer interactions, this position will continue to drive the use of digital platforms to engage with customers, such as chatbots, social media, and portals. This position will collaborate cross-functionally with the digital and IT teams to continue to advance the digital capabilities of the organization.

Essential Duties

• Manage Domestic and International Customer Service team including customer service supervisors, representatives and support personnel in order to meet customer, department and company goals.
• Development of training and metrics for Customer Service personnel to achieve an efficient operation that favorably impacts customer relations and increases sales.
• Develop long and short-range plans that drive objectives, strategies, and resources for optimizing total customer satisfaction. Integrate 80/20 techniques into strategy, supporting company initiatives.
• Identify and remove obstacles to improve Customer Service operations.
• Management of all incoming customer orders to achieve a high level of customer service and integrity with regard to quality, prompt and accurate delivery and promise date reliability.
• Provide an interface and maintenance of communication as needed with the following areas: Sales, Warehouse and Logistics, Manufacturing Planners, and Manufacturing plants in order to expedite product for customers’ orders or resolve concerns.
• Analyze customer service data to identify the top customer complaints. Prioritizing critical issues and allocate resources effectively to address them, and escalation to proper teams in the organization to improve overall customer satisfaction.
• Conduct customer surveys and error analysis within the Customer Service function and cross functionally with other internal departments to assure the highest possible customer satisfaction.
• Conduct industry benchmarking and technology supplier research to enhance information technology tasks for internal staff; recommend innovative solutions to enhance service delivery.
• Collaborate with cross-functional teams, including sales, marketing, product development, and operations, to align customer service initiatives with business objectives, in a cost-effective way.
• Other miscellaneous duties, inherent to the job, or as assigned by Operations Management.

Position Requirements

Essential

• B.A. in Business, Logistics, or equivalent.
• Minimum of 8 years business management experience, preferably in a Customer Service function.
• Knowledge of Information Technology and Distribution Systems.
• Knowledge and experience in international business environments.
• Ability to motivate people toward goal achievement.
• Ability to interpret/communicate/implement various forms of information and programs.
• Excellent people and communication skills.
• Solid project management skills.

Desirable

• Master’s degree.
• Manufacturing and inventory control exposure.
• Experience managing a customer service or call center department.